Wananchi Group (K) Ltd
Job Title: Manager, Contact Centres
Department: Customer Experience
Location: Nairobi
Position Reporting to: Director,
Customer Experience
Manages Others: Yes
Positions Managed:
·
B2C contact centres across Countries
·
Team Leaders
·
Call Centre, Shops, Ecare, Billing
Teams
·
BPO vendors
Job Purpose / Summary:
Reporting to the Customer Experience
Director, the Manager – Contact Centres is responsible for:
·
Leadership to keep Team focused on
Company objectives
·
Customer Satisfaction
·
Performance Monitoring, Analysis and
Reporting
·
Skill, Standards and Process
Improvement and Management
Key Performance Indicators
·
Growth of Net Promoter Score per
Country and Segment;
·
Retention rate of customers post
service support contact
·
Revenue assurance through timely and
accurate billing, and transaction audits to prevent leakage
·
Improvements in Turn Around Time
(TAT) and Efficiency Scores for Contact Centers.
·
Contact Center Metrics to be within
accepted best practice benchmarks (call abandon rate, Average Handling Time,
budget management, agent/cost ratios)
·
Country & Global timely reports
to capture performance and support decision making;
·
Link to source departments on
service, product and system issues relating promised service experience for
customers
·
Contact reduction initiatives (reduce
contacts to Centers).
·
Oversee the end to end contact center
engagements (scope design, partner sourcing/onboarding and operational
management of first line customer support in call center, shops, Ecare
operations) to attain defined standards.
·
Ensure accuracy of KPIs definition,
tracking and performance analysis against the set targets
·
Manage customer queries and
complaints by taking ownership and resolving in a timely manner; and ensure
that customers are advised appropriately.
·
Achieve operational excellence in all
aspects of procedures and processes undertaken to ensure satisfactory audit
ratings by familiarizing the team on and fully complying with the departmental
& organization policies, procedures and relevant regulations/legislation
·
Support implementation of new product
launches to existing by use of the key modes of communication at the disposal
of the Customer Experience Department
·
Oversee end to end quality management
initiatives (define assessment frameworks and feedback on quality standards for
products).
·
Champion the “Voice of Customer” –
project manage the proactive initiatives aimed at sharing customer
feedback/insights, customer experience and improvement activities.
·
Develop tools such as questionnaires
and surveys aimed at recognizing customer needs and developing proactive
mechanisms of meeting and surpassing these needs.
·
Contribute to product development and
improvement through continuous feedback analysis collected from clients.
·
Ensure there is a recovery plan on
customer support and data relating to Contact Centres;
·
Provide guidance to Team on
improvement areas based on performance and Voice of Customer analytics
·
Oversee performance of Team with
clear objectives and development plans which are regularly reviewed;
Experience & Background Needed
·
University Degree in a Business
related field. An MBA would be an added advantage.
·
6 Years of experience in a similar
role within a business environment responsible for large teams and resource
optimization;
·
Experience in solving practical
problems and dealing with a variety of concrete variables in situations where
only limited standardization and resources exist.
·
Experience in ICT or
telecommunications company is preferred;
·
Experience in statistical analysis
and forecasting; plus MS office particularly Excel and Powerpoint;
·
Good planning skills with ability to
meet strict deadlines;
·
Ability to understand and work with
multiple products, customer segments and business databases;
·
Highly innovative with willingness to
propose new and effective ways of running the operations;
·
Detail oriented and able to ensure
accuracy in customer behavior analysis and feedback;
Job Title: Internal Auditor
Department: Finance
Location: Nairobi
Employment
Status/ Type:Permanent
Position
Reporting to: Head of Internal Audit
Manages
Others: No
Job
Purpose / Summary: The
candidate will be responsible for conducting internal audit reviews from
planning to reporting with minimal supervision.
He/She will also work closely with
auditees to ensure audit recommendations arising from previous internal and
external audits are promptly implemented.
They will monitor financial and
operational metrics, and work with other departments to continuously improve
business processes whilst ensuring best practices in internal control.
Key
Roles:
·
Execute internal audit engagements as
directed by the senior internal auditor or the audit manager.
·
Document all audit working papers to
the expected quality and ensure these are reviewed prior to sign off.
·
Prepare audit reports to acceptable
standards using set templates for review by the senior auditor or manager at
the completion of every audit assignment
·
Engage auditees constantly in
following up the implementation of Internal and External Audit recommendations
and provide inputs to the monthly status reports by the end of every month.
·
Conduct follow up audits to monitor
management’s interventions.
·
Prepare training material for
trainings on Fraud and ABC policies and provide guidance on implementation of
the same when consulted.
·
Update the risk register with
emerging risks reported from the audit team, with issues from internal and
external audit reports to ensure the risk register is accurate and current at
all times.
·
To conduct snap checks on key high
risk areas on a regular basis as directed by the audit manager.
·
To carry out fraud investigations to
the required standards and provide actionable recommendations to the
investigating lead.
·
Any other reasonable duty as may be
assigned that is consistent with the nature of the job and its level of
responsibility.
Desired
Qualifications:
·
Degree from a from a reputable
institution
·
Accounting Qualification CPA (K) /
ACCA or equivalent
·
Minimum 5 years cumulative experience
in either internal or external audit
·
Above Average IT skills. CISA
Qualification and/or relevant experience in IS Audits will be a distinct
advantage.
·
Experience in data analysis, data
reconciliation and data presentation
·
Good Knowledge of general accounting
principle and practices
·
Excellent communication &
presentation skills.
·
Highly motivated individual,
creative, with proven ability to work under pressure.
·
Ability to convey information in a
clear and concise manner & to perform functions with accuracy.
Skills
·
Attention to Detail: Ability to focus
on the lowest level of detail and assess the impact at the macro level
·
Resilient and have the ability to
represent and maintain a principled position in a sensitive situation
·
Ability to work under tight timelines
and deliver accurate results
·
Uphold 100 % accuracy, integrity,
professionalism and confidentiality at all times.
·
Conceptual thinker, ability to wade
through data and arrive at conclusions
·
Good organizational skills, proactive
and self-drive for results
·
Strong technical/operational skills
·
Strong analytical skills
How
to Apply
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 7th June 2019
The subject line Internal Auditor.
Wananchi Group is an equal
opportunity employer and will offer competitive remuneration and benefits to
the right candidate.
Only short-listed candidates will be
contacted.
Note: Canvassing will lead to automatic disqualification.
