Wananchi
Group (K) Ltd
Project Manager
Job
Purpose / Summary
As
a member of the Customer Experience Processes team, the Project Manager will be
responsible for the strategy and end-to-end management of the customer
experience which is delivered across our customer touch points.
The
scope will include all types of contacts across the customer’s life cycle
including enrollment, billing, usage of services, claims payments and customer
service inquiries., with special attention to the Contact Centre.
The
primary focus of the organization is to reduce the frequency of customer
interactions (contact rate) and ensure the customer’s issue is resolved when
they have to call/contact (first call resolution).
This
requires definition, delivery, and execution of clear and consistent customer
experience standards, and business processes and policies.
This
position is responsible for employing customer experience guiding principles
and customer commitments to support and improve the customer experience.
Reporting to the Customer Experience Processes Manager the Project Manager will be part of the team responsible for:
- Creating and
executing strategy as well as gaining alignment and integration across the
business in support of reducing the contact rate and improving the
customer experience
- Representing the
"voice of the customer" in company strategy and communications
- Designing the
organizational capability around customer experience and process
improvement that supports the business objectives and creates world-class
customer service
Key
Roles
- Manage the
customer experience dashboard and lead the development of innovative new
ways to understand and measure the customer experience
- Analyze data
detailing customer feedback (post call surveys, outbound surveys, online
feedback, internal feedback, call recordings) to determine root cause of
poor customer experiences and create improvement opportunities.
- Implement action
plans that improve customer experience performance (reduce contact rate,
increase first call resolution, customer satisfaction)
- Research
industry benchmarks and provide best practices for process improvement
strategies, measurement strategies, tools, dashboards and satisfaction
surveys
- Develop ideas
and partner with internal functions to improve self-service (VRU, web,
wireless) capabilities that enhance the customer experience and reduce
contact rate
- Manages
end-to-end processes that support customer service, assess impacts of
business changes, provide business requirements, recommend solutions,
design, test and implement all processes, then validate effectiveness
- Develop and
maintain the documents on processes. Create and evaluate recommendations
to improve process design
- Partner with
training organization to create documents, training and learning to
develop skilled agents that deliver valuable information to the customer
- Facilitate and
participate in cross-functional problem solving process improvement
efforts to understand, document, and improve current processes that
improve effectiveness and efficiency.
- Ensures seamless
implementation of new products, product changes, and new system
implementations and documents lessons learned and apply to subsequent
projects
- Works with the
quality assurance team to evaluate effectiveness of processes, policies
and tools, confirm adherence to processes and create opportunities/ideas
that reduce contact rate, improve first call resolution and improve
efficiencies
- Responsible for
planning, directing and managing department budgets, goals and business
objectives
Experience
& Background Needed
- BA/BS degree
required. Master's degree or equivalent strongly preferred
- 5+ years
experience leading BPM/continuous improvement activities from ideation
through execution (internal to a company, or as an external consultant) or
experience in process design/management including proven success in
process design, optimization, analysis and documentation in a Telco
company.
- 5+ years project
or program management. PRINCE2 Methodology or equivalent Certification
would be plus.
- 5+ years
experience managing customer service teams or managing cross-functional
programs delivering sustained improvements in customer experience
- Excellent
understanding of business process models and continuous improvement models
(Six Sigma Black Belt, LEAN, TQM) One or more of these
certifications will be a plus.
- Strong knowledge
of customer satisfaction drivers; exceptional understanding of policy
& process impact to front line employees and customer satisfaction
- Leadership,
strong personal work ethic and initiative, and the ability to build strong
cross-functional relationships including those with senior level
executives
Other
Vital Qualities
- Experience
leading and developing partnerships that do not directly report to this
position
- Excellent verbal
and written communication skills; advanced presentation skills.
- Proficient in MS
Office - specifically Excel, Word, PowerPoint, Visio would be a plus.
- Ability to work
effectively as a member of a cross-functional team and to confidently
engage and proactively communicate with employees at all levels.
- Ability to lead
effective decision making processes that achieve shared vision across all
business units and functions
- Effective
time-management skills and organizational agility, including the ability
to balance multiple ongoing projects, tasks and priorities.
- Excellent
analytical, logic and quantitative skills; with a natural tendency to use
data in decision-making and prioritization
- Ability to
identify and articulate customer issues/needs and translate them into
business requirements and implementation plans.
- Ability to
operate, think and plan at a strategic business level and fully
incorporate business strategies within all projects/programs
- Ability to
provide innovative solutions and/or perspective to strategy; high level of
flexibility and creativity; open to new ideas and feedback.
Deadline: COB Wednesday the 18th
July 2013
Application to be sent to recruit@ke.wananchi.com.
Application to be sent to recruit@ke.wananchi.com.