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Vacancies in Wananchi Group, Nairobi

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.
·         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 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.

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