Wananchi Group (K) Ltd
Job Title: Customer
Operations Manager
Department: Technical
Location: Nairobi, Kenya
Position Reporting to: Wananchi Group Deputy Chief
Technical Officer
Manages Others: Yes
Titles & Number of Staff
Managed:
Cable
Network Dispatch Coordinators
Surveillance
Technicians
Network
Security Officers
Job Purpose / Summary:
Reporting
to the Wananchi Group Deputy Chief Technology Officer, the Customer Operations
Manager, will ensure that all subscriber installation and maintenance requests
are completed within agreed SLA timelines, verify that the Wananchi Group
network is maintained at high standards of quality and security.
Key Roles:
1) Working
closely with Wananchi Group Teams including, Cable Dispatch Coordinators, Cable
Network Quality Controllers and Kenyacam to ensure that all subscriber
installation and maintenance requests are completed within agreed SLA timelines
as outlined in the Subscriber connection and Maintenance and Technical services
agreements with Kenyacam.
Thus ensuring:
a) All
subscriber installations are completed within the agreed stipulated timelines
as per the agreed SLA’s.
b) All
subscriber maintenance service calls are attended to and service uptime is
confirmed within the timelinesas per the agreed SLA’s.
c) Ensure
daily reporting and update of the Daily Dashboard reports relating to all customer
operations including subscriber installation, subscriber maintenance,
installation quality etc.
d) Ensure
the tracking of all events relating to customer operations including tickets,
work orders etc.
2) Working
closely with all Wananchi Group Teams including, Surveillance Technicians,
Subscriber Installation & Maintenance Teams, Network Installation &
Maintenance Teams, etc. to verify that the Wananchi Group HFC & GPON
networks are maintained at very high standards of quality based on independent
evaluation and surveillance.
Thus ensuring:
a)
Identification and Reporting of issues relating to the quality of the network
in its entirety to the Network Maintenance Team for correction to the agreed
quality standards.
b)
Independent on-site verification that network quality issues have been
corrected by the Network Maintenance Teams once reported.
3) Working
closely with all Wananchi Group Teams including, Surveillance Technicians to
identify and map out pirate networks in areas in which the Wananchi Group HFC
& GPON networks exist and dismantle these networks in co-ordination with
Network Security Officer and all the relevant Security organs.
Thus ensuring:
a) The
identification and subsequent reporting on the detailed layout of pirate networks
to all relevant stakeholders.
b) The
dismantling of the pirate networks identified in co-ordination with all the
relevant internal stakeholders and Security organs.
c) The
establishment of mechanisms to ensure that previously dismantled pirate
networks are not re-activated.
Qualifications, Skills &
Experience:
- A B.Sc. degree with a technical background Or a Diploma in IT or related technical field with at least 3 years of relevant experience
- Experience in a network installation and maintenance operation.
- Experience in managing customer &network operations.
- Experience in design, installation and maintenance of HFC & GPON networks will be an added advantage.
- Experience in writing reports. Proficient in MS Office - specifically Excel.
- Must be of very high integrity and uphold high ethical standards and honesty.
- Possess a valid and clean driving license.
Deadline
for applications is 1st October 2013.
Only
qualified applicants will be contacted.
Applications
to be sent to recruit@ke.wananchi.com