Head of Field Services
About Poa Internet
Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low- income members of society.
We are growing very fast
to cover the rest of Kenya and eventually Africa. It is envisaged that success
of the business will grow to over 150 networks across East Africa. It is from
this background that we seek prospect candidates to fill the role of Head of
Field Services.
At Poa, we pride ourselves
on being a values-driven company and we love working with values-driven
employees. Poa’s vision is “Internet in every home in Africa”. To
achieve this vision, we live by our values, captured in the acronym, We
CONNECT. At Poa, we: Create a better world for the people we serve, Open our
eyes to problems and opportunities, Never stop learning never stop moving
forward, Name it, own it , solve it, Engage with the bigger picture even in
details, Care about each other and Tujienjoy kazini.
Mission Statement for the Role:
To own all aspects of
customer installation and field support services, whilst ensuring every
customer has the best quality install & experience possible & best
chance of being installed.
Overall Responsibility
- Responsible
for Poa Customer installations and field based support services;
- Management
of Commercial & Operational relationship with install & support
Partners.
Financial
Install Cost per Customer,
Customer Kit Recovery %, Support Cost Per Customer, Failed Survey Rate, Field
Support Quality, Partner stock Management.
People
Deployment Schedule
Coordinator, Deployment Scheduling Assistant, Field Service Partner teams.
Key SMART Results for A-Player
- Design,
Budget and Build the Field Services Organisation ensuring all staff have
Scorecards, Job Gradings, Performance Management and Training Needs
Analysis in Place – in coordination with HR team – End 4Q2022
- Ensure
all partners have up to date MSA’s service descriptions and revised
commercial terms for the next phase of growth – End 4Q2022
- Improve
failed survey rates by at least 50% across all partners in all geographies
– End 2Q2023
- Ensure
all Field Services capabilities are selected, contracted and trained prior
to launch to ensure all sales growth projections for the business are met
and fully supported within SLA – End 2Q 2023
- Ensure
all partners are trained and a clear reward/penalty process defined &
implemented – Monthly
- Poa
has the lowest cost structure in the industry from a Customer Installation
& Field Support perspective and still maintains exceptional quality
and consistency throughout – End 3Q2023
- Ensure
all partners are trained and a clear reward/penalty process defined – End
4Q2022
- Field
support visits executed and solved first time round within SLA – End 4Q2022
- Define
and execute Churned customer kit recovery process with 40% of total
requests recovered – End 2Q2023
- Define
and Drive a culture of efficiency & quality through Right First Time
(RFT) approach to installations with zero re-work necessary – End 4Q2022
Level of Management Experience Required (Mandatory & Nice to
Have)
Mandatory – proven
experience of end to end management of both insourced and outsourced
installation & field support teams especially in B2C environment within
Kenya operating from a few thousand and scaling to tens of thousands of
customers.
Department stage of development where this role sits
Prepare for Scale /
Systemisation / Team Building / Management and Motivation.
Key Competencies Criticality (H,M,L)
- Have
built a field based technical installation and support function in Kenya
with >100,000 customer base – H
- Have
managed insource and outsource field service partners with full end to end
responsibility on costs and contracts – H
- Have
developed the most efficient cost effective ways of running this function
nationally – H
- Must
be great at developing and growing teams into high performing units – M
- Must
be proven in developing individuals as part of their growth – M
- Must
have developed performance management and ongoing training for outsourced
partner teams to get consistently high performing teams across geographies
– M
- Excellent
reporting & analytical skills – M
Mandatory Criteria if Any with no exceptions to hire.
- Proven
experience building high performing teams in fast growth high pressure
environment.
- Must
have managed insource and at least 5 outsource partners supporting a rapid
large scale growth organisation in multiple regions in Kenya with full end
to end responsibility on costs and contracts
- Must
have directly managed at least 10 people or more in multiple regions within
Kenya
How to apply :
Go to https://poa.co.ke/job-openings/ to apply.