Securex
- Empowering Success
Is
leading your forte?
At
Securex, it’s not just security, it’s about creating freedom by making everyday
life easier
We
believe in doing ‘Whatever it takes’ to ensure that our stakeholders are
satisfied. Our family bond is very visible to not only us but also our
clientele as we are not merely a team, ‘We are family’
Job
Title: GM –
Customer Experience
Is
This You?
1.
Is your smile and humor contagious?
2.
Do you love events and outdoor activities?
3.
Do you love talking and sharing experiences?
4.
Are you able to convince someone to do something they wouldn’t
want to do?
5.
Do you like the latest gadgets?
6.
Do you consider less is more only when more is too much?
7.
Is your eye for details comparable with an eagle’s?
8.
Does your appearance and grooming matter to you?
9.
Does losing bother you?
10. Do you
dream big?
If
your answer to 80% of the questions above is yes, we are looking for you.
At
Securex we are big on attitude. We are looking for an aggressive individual who
will oversee the design and implementation of customer care activities aimed at
acquiring, growing and deepening customer relationships as well as drive
profitable volume growth through new business acquisition and maximizing both
new and existing customer engagement.
The
Roles & Responsibilities
- Review,
enhance, implement and manage the organization’s customer care policies,
procedures, standards, and strategies.
- Develop
and measure customer experience performance indicators to determine the
effectiveness of all customer care activities as well highlight the
corrective actions required to enhance the experience and improve the Net
Promoter Score.
- Oversee
Relationship management by developing and implementing activities and
initiatives such as client visits and forums that provide for proactive
identification and timely resolution of client issues.
- Oversee
the smooth running of the contact centre and ensure the help desk fulfils
the companies promise of 2 hours response, 24 hours resolution
- Implementation
of service recovery to enhance retention of clients as well as improve the
Net Promoter Score.
- Measure
and monitor customer satisfaction through satisfaction Surveys, mystery
calls and visits.
- Oversee
monthly preparation and review of customer experience reports and
statistics and in conjunction with other unit heads and ensure
implementation of corrective actions aimed at enhancing customer
experience
- Harness
current technical skills and apply new knowledge to management of tasks
for the improvement of customer care activities, making use of the
resources at hand
- Provide
guidance on internal communication and escalation of complaints and
feedback
- Resolve
escalated customer complaints and provide timely feedback to the clients.
- Provide
Service delivery personnel with guidance on handling complex client issues
to ensure effective and efficient resolution.
- Develop
and maintain a constructive and cooperative working relationships with
other departments and stakeholders.
- Collaborate
and communicate knowledge (e.g., market information, customer insights,
trends, etc.) across the business on a regular basis using a standardized
format.
- Manage
customer experience related projects
Business
Growth
- Drive
profitable volume growth through cross sell and upsell by maximizing both
new and existing customer engagement.
- Deepen
existing relationships and grow share of wallet / potential value within
Securex
- Develop
and maintain departments budget annually
- Develop
initiatives aimed at ensuring that the contact Centre and customer
experience as a whole supports and adds value beyond regular customer care
activities to other Business units such as Sales, marketing, Revenue
collection etc.
Training
& Development
- Champion
the embedment of service culture across the organization
- Through
guidance and coaching, empower customer experience staff to handle complex
client issues effectively and efficiently
- Interview,
select, coach, train, manage performance and develop customer experience
personnel and other service delivery staff.
- Periodic
soft skills training of all client facing staff
- Provide
Support to Branches ( Uganda, Tanzania & Mombasa) on customer care
activities
Compliance
- Ensure
compliance with customer care and Securex policies and procedures.
- Ensure
adherence to ISO quality assurance policy and OSHA health and safety
policy.
Key
Competencies / Skills / Qualifications / Experience
- Bachelor’s
degree in any Social Science or Business Management discipline with a
minimum of second class honors upper division or equivalent.
- Minimum
B- in KCSE or equivalent
- Seven
to nine years of experience in customer care, a minimum three of which
should be at Senior Management level, preferably in the security industry
- Experience
in the implementation and management of customer care strategies, policies
and process
- Working
knowledge of multiple functions including customer care, sales, marketing,
business development and innovation
- Ability
to manage high performance through people
- Accomplished
analytical and decision making skills
- Excellent
verbal and written communication, including report writing
- Workforce
planning to align the needs of the function to that of the organization as
a whole in view of its customer care needs
- Sound
knowledge of business process reengineering, project, programme and change
management methodologies and their application.
- Ability
to translate company policy, direction and strategic objectives into
practical plans and action.
- Able
to mentor and coach stakeholders in achieving overall customer care goals.
- Be
a positive influencer by demonstrating ethical behaviour, instilling
pride, gaining respect and trust and championing equality and diversity.
- Inspire
motivation by setting a vision, driving high standards, being optimistic
about delivering goals and giving staff a strong sense of purpose.
- Create
an intellectually stimulating environment by challenging assumptions,
taking managed risks, running with staff ideas, creatively seeking out and
introducing best practice, nurturing and developing independent thinkers
committed to learning and development.
- Effective
financial planning and budget management skills with knowledge of risk
management methodology and techniques
- Working
collaboration and actively promote partnerships, building effective
relationships and resolve conflict, developing and promoting customer
focused solutions, managing conflicting and competing priorities
effectively, with resilience to keep management performance on track
during periods of uncertainty and change.
Application
Process:
Send your cover letter and CV to careers@securex.co.ke clearly indicating on the email heading: ‘Application for the role of GM – Customer Experience’.
Application
deadline is COB 31st August 2016
NOTE: Only shortlisted candidates will be notified.