Customer Experience
Ref: AFD/SCE/22-02/2019
Ref: AFD/SCE/22-02/2019
Main Purpose of Job
To
manage all customer retention activities and meet the set department/section
budgets and targets. In this role, the Customer Experience Executive works
closely with the retention team to ensure the key objective of retention and
growth is met.
Reporting Relationship
The
position reports to the Sales Manager
Responsibilities
·
Focus on current clients and sales in
an effort to consult and sell all renewal product options including previous
year (backlog 2013 to date) renewals and capture takeover business.
·
Discussing the upcoming renewals to
avoid lapses and ensure business retention renewal is communicated three months
prior to expiry date and also monthly until the renewal has been completed
·
Making regular visits in order to
maintain relationships with the intermediaries and clients.
·
Develop and continually improve the
member journey and touch points, seeding in the right content, product,
communications and calls to action and drive optimal experience and
satisfaction
·
Preparing daily, weekly and monthly
reports to assist in measuring market share, renewal trends and demand
·
Handle customer complaints, provide
appropriate solutions and alternatives within the time limits; follow up to
ensure resolution and keep records of customer interactions.
·
Updating existing and new client’s
bio data in the corporate and individual accounts.
·
Printing of Maisha cards and follow
up to ensure clients receive their cards on time.
·
Maintain client’s data and post-sales
support including general administration support to the sales team to maximize
their productivity and maintain accurate and timely information within company
CRM database.
·
Support the pursuit and closure of
AFD sale emphasizing the value of Maisha cover. This includes but is not
limited to quoting renewals, maintaining a portal, processing credit requests,
and handling new Maisha annual sales request.
·
Maintain a schedule of all annual
corporate contracts/agreements and follow up on any un-executed ones to make
sure that we are compliant.
·
Establishing, developing and
maintaining business relationships with current customers.
·
Follow up with Finance for unresolved
payment issues to make sure that we are updated on all invoices/payments.
·
Identify and act on cross-selling
opportunity within the existing portfolio.
·
Maintain the appropriate working
knowledge of all our key systems and regularly update the company on any new
desired modification.
·
Provide first line support on how to
use AFD´s self-service tools and services (e.g. web services).
·
Processing credit notes requests from
the finance department.
·
Perform any other work related tasks
as needed and/or requested that are not detailed herein
Qualifications
·
Bachelor’s degree in Business
Administration or an equivalent from a recognized university
·
4 years’ consecutive work experience
in a commercial company with proven experience in customer service
·
Excellent communication and
presentation skills.
·
Proactive, confident, energetic and
able to work under pressure with a positive attitude
Competencies
·
Commercial/ business acumen
·
Team player
·
Emotional intelligence
·
Adaptability
Quality & Compliance
Ref:
AFD/OPS/20-02/2019
Main Purpose of Job
The
Quality & Compliance Manager shall ensure AMREF Flying Doctors management of
maintenance, quality and flight operations standards through Quality Management
System (QMS) is effective to continuously meet the AFD business objectives,
requirements of the Kenya Civil Aviation Authority (KCAA) and International
Aviation Bodies regulations and standards throughout its areas of operations.
This is the liaison person between AFD and all the regulatory authorities.
Reporting Relationship
The
position reports directly to the Chief Operating Officer.
Responsibilities
·
Establishing a quality system to
monitor compliance with current Kenya Civil Aviation Regulations, which
includes a feedback system to the Accountable Manager.
·
Developing the company’s quality
management policies and standards as prescribed by the Civil Aviation
Regulations 2018 (or as amended) and other relevant National Aviation
Authorities.
·
Establish and develop quality audit
programs to ensure the organization performs in accordance with the company
Quality Manual and KCAA rules and regulations.
·
Ensuring maintenance-related personnel
remain competent to perform the tasks required of them and are fully conversant
with any new types or variants of aircraft operated by the company.
·
Verifying by monitoring activity in
the fields of maintenance and flight operations that the standards required by
the Authority and any additional requirements defined by AFD are adequate and
being carried out under the supervision of the relevant nominated post-holder.
For this purpose, one plans and ensures the implementation of the quality
assurance activities (compliance monitoring).
·
Providing management with an
independent assessment of corrective action, implementation and completion of
audit findings.
·
Verifying that corrective action is
taken by responsible managers in response to any findings of
noncompliances/conformances and monitor the implementation, completion and
evaluate the effectiveness of the corrective action through the follow-up
process
·
Monitoring that the activities of
Civil Aviation (AOC and Administration) Regulations 2018 are being performed in
accordance with the accepted procedures
·
Monitoring that all contracted
maintenance is carried out in accordance with the contract, including
sub-contractors
·
Monitoring company’s maintenance
management activities including the analysis of the effectiveness of the
maintenance programme, verifying all maintenance has been carried out by
appropriate Civil Aviation (Approved Maintenance Organisation) Regulations,
2018 organisations, establishing that contractors perform maintenance and
services in accordance with the contract.
·
Monitoring activities in the field of
Flight Operations and Aircraft Maintenance that the standards and approvals
required by the KCAA, and any additional requirements as established by AMREF
Flying Doctors are being carried out properly to ensure safe operational
practices through implementation of the quality assurance activities
(compliance monitoring);
·
Conducting periodic Flight Operations
and Maintenance Operations quality audits of operational systems,
infrastructure and procedures of the company including contracted services
& subcontractors, so as to improve corporate quality and reduce the
Company’s operations risk exposure;
·
In liaison with the Head of
Operations and Head of Maintenance; perform periodic quality performance
evaluation and hold management review meetings
·
Monitoring Technical library and
Flight Operations library is updated and revision service is current on all
required manuals;
·
Establishing, implementing and
maintaining risk based tools and techniques and conduct operational risk
assessments to strengthen operational programs, processes and controls;
·
Coordinating and supporting external
reviews of operational departments to include the annual Air Operator
Certificate (AOC) renewal and other external audits/evaluations;
·
Ensure all contracted AMO’s have
suitably qualified maintenance personnel who are fully conversant with any new
types or variants of aircraft operated by the company that such personnel are
competent to perform the tasks required.
·
Ensure and maintain a healthy, safe
and secure working environment in compliance with the authority requirements,
relevant industry regulatory and legislative requirements and company
procedures.
·
Establish and Maintain all Flight
Operations quality records and documentation in line with KCARS regulations and
company quality requirements;
·
Develop, implement, maintain and
continuously review and improve the company’s Quality Management System to
ensure compliance with regulatory requirements and company policies;
·
Ensuring required information system
is established regarding flight planning/maintenance Planning, aviation service
quality control, flight operations department and third party providers.
·
Ensuring personnel record system is
present at all departments, and that it is kept current at all times regarding
the individual training and licences for all personnel;
·
Implement and coordinate quality
training in Flight Operations and Maintenance departments;
·
Establishing and monitoring of all
AOC Aircraft/Components Maintenance documents
·
Ensuring modifications and repairs,
(changes) are carried out to approve standards.
·
Reporting any occurrences to KCAA
that includes both operational occurrences and occurrences related to
maintenance findings, which fall within the mandatory scheme.
·
Presenting Aircraft Maintenance
Programs, Reliability Programs and RVSM Maintenance Procedures and their
amendments to KCAA for approval on behalf of AFD.
·
Ensuring Certificate of Airworthiness
for each aeroplane operated/managed remains valid in respect to the expiry date
specified on the C of A, the airworthiness of the aeroplane and any other
condition specified in the Certificate. Responsible for certification matters
relating to the preparation of documentation and application for Certificates
of Airworthiness for Export, Certificates for Registration, Certificates of
Approval of Radio Installation, and Noise Certificates
·
Monitoring MEL Item Interval
Extension Program and carrying out internal audits on the same at a frequency
of 12 months or less.
·
Perform any other work related duties
as may be required.
Qualifications
·
Minimum of 5 years work experience in
the Aviation industry
·
At least 2 years’ experience in the
role of Quality management with a commercial operator or compliance inspection role
in a regulatory body
·
Technically qualified in the field of
aircraft maintenance or flight or ground operations;
·
At least three years’ experience in
the field of aircraft maintenance, flight or ground operations flight safety
·
Successfully completed a training in
quality management or Government Inspectors Safety course in Airworthiness or
Flight Operations recognized by the authority.
·
Training in ISO9001 Quality
Management systems
Competencies
·
Commercial/ business acumen
·
Good communication skills
·
Team player
Retail Sales Assistant
Ref:
AFD/SRS/22-02/2019
Main Purpose of Job
Assist
the Sales Manager in all sales functions in order to meet the company’s goal of
revenue growth. The individual will be responsible for maximizing the corporate
team’s potential, crafting sales plans, creating opportunities and working
closely with the team in order to achieve the set goals.
Reporting Relationship
The
position reports to the Sales Manager
Responsibilities
·
Achieve growth and hit the set sales
targets by successfully managing the Retail Sales team.
·
Establish sales objectives by
forecasting and developing annual sales quotas for regions and territories;
projecting expected sales volume and profit for existing and new products
·
Planning and implementing suitable
strategies for the sales team to attract customers and meet the sales quotas.
·
Coordinating daily customer service
operations (e.g. sales processes, orders and payments)
·
Allocate targets for each
intermediary channels and follow up to make sure that the set targets have been
met.
·
Recruit and train tour operators,
camps and lodges. Follow up with training and set up targets for each entity
for scheme B
·
Maintain accurate and timely
information within the AFD’s CRM database.
·
Maintain the appropriate working
knowledge of all our key systems and regularly update the company on any new
desired modification.
·
Assess the strengths and weaknesses
of the sales team and manage the sales program accordingly by assigning tasks
to individuals depending on their capabilities.
·
Helping the sales manager track the
progress of weekly, monthly, quarterly and annual objectives by preparing the
sales reports on time.
·
Evaluating employee performance and
identify training needs
·
Making sure that customers enquiries
are responded to promptly
·
Coaching and supporting new and
existing Sales executives on a continuous basis
·
Analyzing consumer behaviour and
advising the sales Manager for product repositioning purposes
·
Continuously, update all the
presentation materials used by the sales executives and check that our sales
/marketing literature /content is updated at all times.
·
Grow the intermediary channels,
including the brokers, independent financial agents and aggregators.
·
Building and maintaining strategic
partnership /relationships in the tourist sector and participating in all
relevant tourism events.
·
In conjunction with the marketing
team, identify any upcoming events that may be profitable to the business.
·
Drive digital sales in partnership
with the marketing team, to identify any profitable opportunities in the
digital space.
·
Attending to any other work related
duties delegated to by the sales manager or as duty dictates
Qualifications
·
Bachelor’s degree in
Commerce/Business Administration or Sales from a recognized university
·
5 years’ consecutive working
experience in a commercial company. Experience in a sales role is an added
advantage.
·
Excellent written and verbal
communication skills.
·
Proactive, confident, energetic and
able to work under pressure with a positive attitude.
Competencies
·
Commercial/ business acumen
·
Team player
·
Emotional intelligence
·
Leadership skills
Sales Executive
Ref:
AFD/SSE/22-02/2019
Main Purpose of Job
To
sell AMREF Flying Doctors products via the company’s digital platforms.
Reporting Relationship
The
position reports to the Sales Manager
Responsibilities
·
Work closely with the marketing team
to make sure that our online campaigns are well targeted.
·
In conjunction with the marketing
team, harvest all the leads and make sure a conversion rate of not less than
75% is achieved.
·
Respond promptly to customer
inquiries online within the defined TAT’s.
·
Proactively identify and generate new
business opportunities and follow up to close on sales
·
Take responsibility for allocating
targets per channel and work towards achieving these revenue targets.
·
Build long lasting business
relationships with customers online
·
Identify, recruit and train online
aggregators and resellers to sell all of AFD’s products
·
Help clients to understand features
and benefits of AFD products through all available digital platforms
·
Provide first line support on how to
use AFD´s self-service tools e.g. web services & USSD short codes.
·
Proactively follow up and close all
incomplete online transactions as well as all Mpesa transactions
·
Upload Tourist scheme B and Maisha
tourist cover memberships on the database and send out Invoices to clients
·
Take stock of the temporary cards and
ensure that clients receive their cards upon request.
·
Attending to any other work related
duties delegated by the sales manager or as duty dictates.
Qualifications
·
Bachelor’s degree in
Commerce/Business Administration or an equivalent from a recognized university
·
3 years’ consecutive work experience
in a commercial company with proven experience as a Digital Sales or a similar
role
·
Excellent understanding of digital
marketing concepts and best practices
·
Experience with B2C social media,
Google Adwords and email campaigns and SEO/SEM
·
Perfect knowledge of web analytics
tools (e.g. Google Analytics, WebTrends etc.)
·
Good written and oral communication
skills
Competencies
·
Commercial/ business acumen
·
Team player
·
Dependability
Corporate Sales Assistant
Ref:
AFD/SCS/22-02/2019
Main Purpose of Job
Assist
the sales manager in all sales functions in order to meet the company’s goal of
revenue growth. The individual will be responsible for maximizing the corporate
team’s potential, crafting sales plans, creating opportunities and working
closely with the team in order to achieve the set sectional/departmental goals.
Reporting Relationship
The
position reports to the Sales Manager
Responsibilities
·
Achieve growth and hit the set sales
targets by successfully managing the corporate sales team.
·
Establish sales objectives by
forecasting and developing annual sales quotas for regions and territories;
projecting expected sales volume and profit for existing and new products
·
Planning and implementing suitable
strategies for the sales team to attract customers
·
Coordinating daily customer service
operations (e.g. sales processes, orders and payments)
·
Maintain accurate and timely
information within the AFD’s CRM database.
·
Maintain the appropriate working
knowledge of all our key systems and regularly update the company on any new
desired modification.
·
Assess the strengths and weaknesses
of the sales team and manage the sales program accordingly by assigning tasks
to individuals depending on their capabilities.
·
Helping the sales manager Track the
progress of weekly, monthly, quarterly and annual objectives by preparing the
sales reports on time.
·
Evaluating employee performance and
identify training needs
·
Making sure that customers enquiries
are responded to promptly
·
Coaching and supporting new and
existing Sales executives on a continuous basis
·
Analyzing consumer behaviour and
advising the sales Manager for product repositioning purposes
·
Making sure all sales employees
adhere to company’s policies and guidelines
·
Communicating sales team needs and
concerns to the Sales Manager
·
Ensuring team work is adhered to
within the sales department
·
Making sure that the offices runs
smoothly in the absence of the sales manager
·
Continuously, update all the
presentation materials used by the sales executives and check that our sales
/marketing literature /content is updated at all times.
·
Helping sales executives to compile
tenders
·
Tracking sales expenses by tracking,
consolidating, analyzing, and summarizing expenses; forwarding for
reimbursement
·
Keeping the sales manager well posted
on all things happening in the department
·
Attending to any other work related
duties delegated to by the sales manager or as duty dictates.
Qualifications
·
Bachelor’s degree in
Commerce/Business Administration or Sales from a recognized university
·
5 years’ consecutive working
experience in a commercial company. Experience in a sales role is an added
advantage.
·
Excellent written and verbal
communication skills.
·
Proactive, confident, energetic and
able to work under pressure with a positive attitude.
Competencies
·
Commercial/ business acumen
·
Team player
·
Emotional intelligence
·
Leadership skills
How to Apply
If
you meet the criteria and have the passion to contribute to the leading
African-based Aero Medical and Health Assistance service provider, submit your
letter and CV quoting the reference number for the position on the subject line
of the email to Vacancies@flydoc.org
Deadline for submission is 8th March 2019.
Quote Position & Ref No. on the subject email
Feedback
will be given to shortlisted candidates only.
NOTE:
AMREF Flying Doctors does not require applicants to pay any fee at whatever
stage of the recruitment and selection process.
