Jobs Kenya

Application Deadline: Application Deadline Dec 6, 2023

  • Centre Manager Telemarketing Unit

    Centre Manager Telemarketing Unit

    Job Summary
    To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all Cash Customers through mentoring, coaching and developing staff within Hub and Spoke,
    The process requires careful daily coordination, cash planning, forecasting and management and would need to use a nodal optimization tool to ensure most effective cash management.
    Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal ABSA Policies and Policy Standards.
    Understand and manage risks and risk events (incidents) relevant to the role.
    Job Purpose

    To support in the implementation and delivery of the Retail and Business Banking customer life-cycle strategy through the Telemarketing Unit, with an aim of deepening the bank’s relationship with its existing customers in order to enhance wallet share, customer satisfaction and retention and customer profitability.
    To build and develop a high-performing team through embedding performance development and coaching.  Ensure that the team member receives coaching and feedback in order to develop and achieve their maximum potential, meet and exceed data led sales targets.
    Embed Governance, Compliance, Risk and Controls within the Telemarketing Unit in line with business Risk Control assessments (RCAs), Audit requirements and Absa group policies.
    Identify and implement key processes to support in the efficient running of the Telemarketing Unit.
    Identify/Review and implement key product processes to support in the delivery of product and channel customer life-cycle campaigns through the Telemarketing Unit.
    Be the liaison with other business units/departments e.g. products, channels and operations in the delivery of product and channel customer life-cycle campaigns or review of processes to support in the delivery of product and channel customer life-cycle campaigns through the Telemarketing Unit.
    Liaise with the Chief Data Office team to provide any required analytics to drive improved performance of the Telemarketing Unit.
    Liaise with the Customer Lifecycle Management (CLM) Strategy/Data Led Sales Manager on any key changes that need to be done at the Telemarketing Unit to support in the RBB CLM and Data Led Sales Strategy execution.

    Main Accountabilities
    Risk, Control & Processes: 20%

    Ensure Governance, Compliance, Risk and Control Standards are implemented and adhered, to meet Group Standards.
    Ensure any new regulatory or Group requirements impacting on Telemarketing are reviewed and implemented.
    Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal Absa policies and standards.
    Ensure full embedment of complaints procedures and any arising complaints, queries, and escalations are dealt with effectively and in a timely manner.
    Ensure full embedment of all applicable governance and controls policies and procedures.
    Maintain an up-to-date RCA document for TMU.
    Ensure all required reports are provided in a timely manner including daily TMU Sales Report and TMU Monthly Financial Performance Report.
    Identify any arising issues and escalate appropriately.
    Team responsibility and accountability for the profitability within the portfolio, including budgets of the CLM Telemarketing Unit
    Team responsibility for the preparation of required documentation/processes supporting TMU activities, ensuring completeness, correctness and all procedures have been adhered to.
    Team responsibility for the filing and safe custody systems within TMU, with adherence to the Bank’s Data Management Policy.
    Ensure adherence to KYC policy in conducting customer engagements and onboarding as part of TMU activities.
    Ensure reporting on conformance to KYC as required.
    Team responsibility for adherence to Policy & Procedures in TMU.
    Ensure the TMU Asset Register is properly maintained, including completeness and accuracy.
    Team responsibility for adherence with IT security procedures including conducting regular snap checks on the Interactive Voice Recorder (IVR) Telephony system.
    Ensure that all activities and duties are carried out in full compliance with regulatory requirements and internal Absa policies and standards
    Ensure quality assurance checks are embedded.
    Understand and manage risks and risk events (incidents) relevant to the role.
    Monitor the performance of Voice Recorder Telephony system and ensure escalations are done accordingly aiming for 100% uptime and that all sales done are recorded.
    Ensure snap checks are done as per agreed policy and any breaches of processes are flagged with Head of TMU.
    Ensure processing of sales is within agreed timelines by engaging Operational centers to resolve issues in a timely manner.
    Be in liaison with the Contact Centre team to ensure ALL Customer Complaints in CLM TMU/Portfolio queue are handled within SLA.
    Deliver customer and business friendly processes which drive identified product and channel CLM campaigns through the Telemarketing Unit.
    Regular engagement with colleagues at CLM Strategy, Products, Channels, Operations and other Business units on the various campaigns running at the Telemarketing Unit.
    Managing the supplier relationship with the outsourced outbound telemarketing vendor in view of resolving emerging telephony issues.
    Liaise with the CLM Strategy/Data Led Sales Manager and/or Branches to ensure any branch related support areas tied to the Telemarketing Unit’s processes are running.
    Efficiently ensure sales generated by the Telemarketing team are processed within SLA and dispatched to processing centers and daily MI shared with the unit.

    Business Performance and Growth: 60%

    Ensure tracking of campaign outputs through TMU Compliance for realization of signed-off benefits.
    Act as an enabler to the Lead Generators under supervision by providing them with the tools and information to optimize sales.
    Through delegation to the Lead Generators, achieve set annual sales targets.  Monitor the performance of the Lead Generators on real time monitoring, daily, weekly, monthly, quarterly and annual basis and provide coaching and feedback on how to improve performance.
    On a daily basis, monitor all the activities being carried out in the TMU.
    Motivate staff and ensure they are recognized through the Absa Bank PLC recognition schemes.
    Identify training needs of the team and arrange for these needs to be met through on-the- job coaching and formal training.
    Communicate a summary of the training needs to the Head of TMU at least annually. Ensure that the planned learning interventions take place particularly for compulsory training.
    Induct new Lead Generators and ensure that they participate in formal induction as well as the compulsory compliance training courses.
    Cascade key messages, including training for products to staff members, including training on new application forms.
    Monitor sales performance on real time basis, daily, weekly and monthly basis and provide results to the Head of TMU.
    Ensure detailed customer feedback is collected through BOC as part of the calls done at the Telemarketing Unit, collate this and submit to the appropriate business units as a means of providing ongoing customer feedback on the bank’s products, channels and services.
    Ensure commission payments to Telemarketing Unit are processed accurately and within SLA for all products sold.
    Facilitate supply of data to the Telemarketing Unit from the respective Product departments in required amounts and within agreed SLAs while maintaining a tracker of all sales data inputs to TMU against agreed SLA.
    Provide input to Telemarketing team through feedback on sales quality in view of emerging business policies or requirements.

    Stakeholder Engagement and Management: 20%

    Proactively drive collaboration with varied stakeholders to ensure full execution of the Telemarketing Unit strategy.
    Liaise with/ support and ensure timely delivery from Products, Channels Operations & Technology teams for development of processes, infrastructure, and IT capability to support activities at the Telemarketing Unit.
    Facilitate design and delivery of staff training and toolkits for the Telemarketing Unit.
    Participate in the ironing out of any Telemarketing Unit issues arising, through appropriate dialogue with stakeholders and conducting required analyses.
    Maintain a “feedback” loop with key stakeholders and engage on any emerging strategic developments.
    Liaise with the Head of Telemarketing to ensure that the unit is appropriately represented in the relevant business-wide forums.
    Build effective relationships, influence and motivate the Telemarketing teams to ensure their wholehearted commitment to effective implementation of CLM.

    Role/person specification
    Preferred Education

    Bachelor’s Degree
    Microsoft Office Suite proficiency
    Sales Management

    Preferred Experience

    Call Centre Experience
    Front Line Experience in either sales or service
    Team Management

    Knowledge and Skills

    Proven Stakeholder management skills.
    Team Management skills.
    Good understanding of Absa Bank customer segmentation, products, policies, plans, objectives in order to pro-actively embrace changes within the function.
    Proven track record of delivering superior customer value.
    Performance management skills.
    Good working knowledge of telephony systems and quality controls.

    Technical Competencies

    PC Skills: Microsoft Office& Excel, Power point expertise is a must
    Performance Management
    Data Led Sales tracking and management
    Telemarketing

    Behavioural and Cognitive Competencies

    Strong stakeholder management skills
    Results Orientation and self-drive
    Strong negotiation, influencing and interpersonal skills
    Essential to be innovative and pro-active

    Apply via :

    absa.wd3.myworkdayjobs.com

  • Medical Data / System Claims Analyst Medical Claims Vetter Customer Service Officer – Eldoret Customer Service Officer – Mombasa

    Medical Data / System Claims Analyst Medical Claims Vetter Customer Service Officer – Eldoret Customer Service Officer – Mombasa

    Job Description
    Responsible for ensuring claims processes and services meets the established standards to guarantee efficiency /accuracy by utilizing data analysis and technology to improve claims processing by monitoring and establishing controls for the management of claims costs.
    KEY TASKS AND RESPONSIBILITIES
    Overseeing Claims Processes:

    Monitor and evaluate the entire claims processing lifecycle to ensure adherence to established standards and procedures.
    Identify areas for improvement in claims processing workflows and implement enhancements.
    Overseeing the claims team addressing the claims backlog, Smart EDI champion and the unregistered claims docket and ensure they deliver set target.

    Data Analysis:

    Utilize data analysis tools and techniques to assess claims data, identify trends, anomalies, and opportunities for cost-saving measures.
    Develop reports and dashboards to present data-driven insights to management.

    Efficiency Improvement:

    Collaborate with cross-functional teams, including claims processors, IT, and data analysts, to streamline claims processing procedures.
    Implement technology solutions to automate manual tasks and reduce processing times.
    Gather requirements and assist in building and documenting specifications for development (future projects or system upgrade).
    Troubleshoot system issues and follow up to ensure resolved by the specific stakeholders i.e., IT / Smart etc.

    Accuracy and Quality Assurance:

    Implement quality control measures to ensure claims are processed accurately and in compliance with industry regulations i.e., Vetter’s Rejection rate / Adherence to the recommendations.
    Conduct audits and quality checks to identify errors and discrepancies in claims processing.

    Cost Management:

    Develop and implement cost-containment strategies and controls to reduce claims costs while maintaining quality services.
    Analyze cost-related data to identify areas for cost reduction and optimization.

    Standardization and Compliance:

    Ensure that claims processes adhere to established standards, policies, and regulatory requirements.
    Keep abreast of changes in regulations and industry standards and update processes accordingly.

    Documentation and Reporting.

    Maintain detailed records of claims processes, controls, and improvements.
    Prepare and present reports outlining process efficiency, cost-saving measures, and compliance.
    Recommend system changes/enhancement upon evaluation of the end-to-end claims processing value chain.

    Communication and Training for both Internal and External clients:

    Collaborate with team members to communicate process changes and improvements effectively.
    Provide training and support to claims processing staff to ensure they follow established procedures.
    Ensure timely completion of investigations/resolution arising from claims disputes raised by clients in case management and claims teams.

    Computation of discount

    Compute the correct provider discount and advisethe finance team.
    Ensure that discount calculation timelines are met.

    Support with data clean up.

    Ensure that client data is accurate in all systems.
    Capture the correct provider details while onboarding them.
    Assist in membership correction to ensure that claims are paid on time and to the correct provider for the correct members.

     SKILLS AND COMPETENCIES

    Decision Making,
    Client Focus,
    Information Monitoring,
    Gaining Commitment
    Team Orientation
    Initiating Action
    Analytical skills
    Problem solving skills

     KNOWLEDGE & EXPERIENCE

    Technical Knowledge
    At least 3 years’ experience
    Proficiency in data analysis tools and software (e.g., Excel, SQL, data visualization tools).
    Knowledge of claims processing procedures and industry standards.
    Proficiency in using computer software and claims processing systems.

     QUALIFICATIONS

    Bachelor’s degree in a related field, such as business administration, finance healthcare management, or data analysis, is preferred. Medical background
    Professional license
    Experience in claims processing and vetting
    Quality assurance experience will be an added advantage

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    Use the link(s) below to apply on company website.  

    Apply via :

  • Board Recruitment – Independent Board Member – CIC Microinsurance Company

    Board Recruitment – Independent Board Member – CIC Microinsurance Company

    CIC Insurance Group PLC, a leading insurance and financial services company in Kenya and the region is seeking to engage dynamic, highly driven and result oriented individuals to fill the position of Independent Board Member for the new CIC Microinsurance Company and other Board positions for the Kenyan Subsidiaries. CIC Group is listed on the Nairobi Securities Exchange (NSE), and has presence in Malawi, Uganda and South Sudan. The ideal candidate should be able to demonstrate the following skills and competencies and have the prescribed qualifications and experience:
    Solid Business/Commercial Experience, preferably;

    Has clear understanding of how a corporate enterprise runs and the responsibilities of an independent director.
    An understanding of financial reporting and internal control principles of financial management.
    Internal and multi – cultural experience and understanding; and
    The aptitude and experience to fully appreciate the legal responsibilities of a Director and the Governance processes of a Public Company.

    Integrity and Professionalism;

    Must have the highest ethical standards, a keen sense of professionalism and be prepared to serve the interests of all the stakeholders.
    Exhibit independence, objectivity and a commitment to the Company’s Corporate Governance Guidelines and its Code of Conduct and Ethics;
    Personal qualities of intelligence, self-assuredness, inter-personal skills, commitment, communication skills, inquisitiveness, objectivity, practical wisdom, problem-solving skills, Strong decision making, action planning, prioritization skills and mature judgment.
    A willingness to commit, as well as have, sufficient time to discharge his or her duties to the Board.
    Ability to develop and maintain a good working relationship with the other members of the Board and with the senior management of the Company.

    Extensive Leadership and Management Experience.
    A successful track record in improving productivity, cost control, quality and service.
    Must provide evidence of compliance with Chapter Six of the Constitution of Kenya on Integrity and Ethics requirements i.e., certificate of good conduct from the Directorate of Criminal Investigations, clearance certificate from HELB, Tax compliance certificate from KRA and a report from an approved Credit Reference Bureau.

    If you are interested and believe you can clearly demonstrate your abilities to meet the relevant criteria for the role above, please submit your application including copies of your academic and professional certificates, testimonials and your curriculum vitae, including among other details your current position/profession, email and telephone contacts of three (3) referees familiar with your qualifications and work experience on or before 6th December 2023 addressed to:Group Chief Executive Officer,CIC Insurance Group PLC,CIC Plaza II, 11th Floor, Mara Road, Upperhill,Email: gceo@cic.co.ke.

    Apply via :

    gceo@cic.co.ke

  • Terms of Reference for Development of Programs Department Policy Manual

    Terms of Reference for Development of Programs Department Policy Manual

    Scope of Work

    The program policy is anticipated to provide guidance as to the overall conduct and delivery of services of the program department within and without the organization to ensure quality and sustainability of the various projects as well as harmony within the department and across other departments. It should also provide oversight onto the optimum utilization of resources.
    The following are some of the key areas identified that the policy manual should address though it is expected that the consultant together with HIHEA team will refine the scope to ensure overall inclusivity.

    The assignment will cover the following key aspects:

    Core responsibilities of the Program Department and its functions
    Roles and Responsibilities of the different positions/offices in the program department and how other offices in the organizations contribute the program and vice versa
    Program implementation processes and procedures
    Quality control and management

    Specifically the policy will detail:

    Program Department structure
    Definition of key Program terms
    Procedures of Program/Project Design
    Guidelines on Project Inception
    The procedures of Branch office/ Satellite set up
    Outreach and promotions process
    How Stakeholders mapping and management should be done
    Initiation and management of Partnerships and collaboration
    Identification of program members (beneficiaries)
    Members training and Evaluation process
    Financial Inclusion – components and guidelines of actualization
    Enterprise quality and sustainability
    Procedures of Data Capture process
    Report writing process
    Project activity process flow and reporting
    Group Asset management
    Project Hand over /Exit/ process
    Internal and External communication guidelines
    Knowledge management guidelines
    Resource management
    Program Department Work Ethics
    Safeguarding at program level
    Information/Records Management
    Purpose of the Program department policy
    To promote uniform understanding and application of the Organization´s program department procedures by all without any discrimination at any level or location
    To identify areas of responsibility for administering and monitoring program Procedures.
    To provide a reference tool for use during the day-to-day performance of duty.
    Objectives of the assignment

    The main objective of this assignment is to facilitate development of the program department policy manual. The policy manual will detail the programs team working along design, development, implementation and review of program plans and commitments. The policy will also outline mechanisms that ensure all programs and projects are designed and implemented to the highest standards in line with the organization’s values.
    Approach and Methodology
    The assignment will facilitate a participatory approach with key stakeholders; the following tasks will be expected to be conducted:

    Literature review – Review the available reference documents
    Key Informants Interviews – The consultant will meet with HIHEA program management team. The purpose of this meeting is to discuss and clarify expectations on the expected outcome and deliverables of the assignment. The consultant will prepare a work plan at the beginning of the assignment, with clear timelines and milestones to ensure that the assignment will be completed on time.
    Conduct a needs assessment/situational analysis
    The consultant will facilitate a 3 day workshop with relevant staff from the programs department as shall be directed by HIHEA to validate the needs assessment and formulate the policy
    The consultant will regularly, brief HIHEA management on the development of the assignment, including progress and challenges;
    At the submission of the draft Policy Manual, there will be a debriefing meeting/workshop with HIHEA Team, to discuss the progress made and propose any revisions/amendments.
    Feedback from the workshop will be provided to the consultant to revise and finalize the policy.
    Deliverables

    The Consultant is expected to deliver the following outputs:

    Submit Inception report, prepared after an inception meeting; Including an elaborate work plan
    Facilitate a situational analysis and submit the subsequent report thereof.
    Facilitate key strategic workshops with HIHEA staff and document the relevant information for policy development
    Prepare a draft policy for review and present to HiH EA program management, receive feedback and incorporate in the final draft.
    Submit final policy to HiH EA team that will include inter alia;

    Clear program objectives

    Clear theory of change (TOC)
    Policy Implementation Plan
    Policy M&E Framework
    Ethical Considerations

    The selected consultant will be responsible for safeguarding and ensuring ethics at all stages of the policy development process. The consultant will be responsible for managing any potential ethical risks and issues and must put in place processes and systems to identify, report and resolve any ethical issues that might arise during the development of the policy.
    Consultants Requirements
    An eligible firm should meet the following criteria:

    Compliance with legal requirements of registration
    At least 5 years of Strategy and policy formulation experience corporately
    Present at least 3 references for similar tasks performed within the last three years
    Provide Policy formulation methodology, proposed work-plan, and curriculum vitae for any key staff if any proposed to work directly on the assignment.
    Not to have any conflict of interest or to highlight any potential conflict of interest in taking up this role.
    Client Inputs

    The consultants are invited to submit proposals tailored to the outlined requirements, comprising of a technical proposal, financial proposal in Kenyan Shillings with clear costs, methodology plan, and work plan, evidence of previous similar work and CVs for the suggested team. Deadline for submission of proposals is Wednesday the 6th December 2023. These should be submitted via email to: procurement@handinhandea.org using the reference number as the email subject.

    Apply via :

    procurement@handinhandea.org

  • Finance Officer – Partner Support Finance Officer

    Finance Officer – Partner Support Finance Officer

    ROLE PURPOSE:

    The overall objective of the position is to monitor and oversee local implementing partner projects, handling budgets, quality assurance of budgets and financial reports in an efficient and appropriate way according to donor requirements and DCA internal procedures. The postholder will ensure that DCA’s partners – a blend of local & national CBOs, NGOs, social enterprises and private sector actors – are provided with sufficient financial information to support their decisions, leading to improvement of quality project implementation.

    KEY AREAS OF ACCOUNTABILITY:
    Financial Management Systems:

    Manage the disbursement of funds to partners in line with payment schedules and any other requirements.
    Review and validate spending plans from partners against reported expenditures, following-up as needed.
    Ensure that financial monitoring and spot check visits to partner offices is conducted according to DCA requirements and standards.
    Ensure monitoring visit plans are drafted and submitted ahead of partner visits and share monitoring visit reports and actions in a timely manner to partners and relevant DCA staff.
    Participate in case management meetings with the programme, finance, ProLog and other staff to respond to regular issues as they arise within partner management and ensure properly coordinated and managed responses to partner issues as they arise.
    Ensure that a sound, accurate and organized e-filing / archiving system is in place, both hard and soft (electronic) copies for all partner financial reports and their supporting documents.

    Financial Reporting:

    Ensure proactive communication with partners about the submission of their financial reports according to terms of their cooperation agreements.
    Ensure tracking of partner submission of financial reports, communicating delays to the Head of Finance & Support Services (HoFSS)
    Verify partners’ financial reports, transactions and supporting documentation, making sure that expenses are reasonable, allowable, and allocable to the approved budget and comply with DCA / donor’s regulations.

    Fraud Risk Mitigation and Response:

    Ensure partner financial risk assessments are maintained and updated.
    In case of suspicions of fraud, ensure the case is addressed as per DCA’s policy.

    Training and Capacity Building:

    Ensure relevant financial assessment is conducted for all new partners – using a due diligence passporting approach if/as relevant – as well as update the financial assessment for all existing partners, on annual basis. Report to the HoFSS on the findings and provide recommendations for improvement.
    Identify financial management capacity gaps and training needs assessments for both finance and non-finance partner staff and provide hands on support and training for proper and effective use of resources.
    Conduct support to partner offices to reconcile accounting records and provide relevant technical support as required.
    Support in developing risk management action plan and suggest corrective actions to address/mitigate risks identified during the partner assessment process.
    Design, update and deliver financial management training for partners’ staff to build the organizational capacity of partners.
    Conduct finance and general compliance monitoring visits to partners and prepare monitoring report and action plan to share with partners and the HoFSS in a timely manner for each visit.

    Quality Assurance

    Quality assurance or prepare project budgets in relation to new proposals, for donors and partners, in collaboration with relevant DCA programme staff and implementing partners and ensure that requirements are met.
    Maintain an overview of the finance need for all partner projects and provide information to HoFSS/Head of Programme (HoP) in case of changes.
    Ensure appropriate communication with relevant DCA programme staff and implementing partners for finance inputs to new proposals.
    Prepare budget overviews for all approved projects.
    Prepare budget and fund transfers to plan in Maconomy for all approved projects.
    Transfers to partners and follow-up with HQ Group Finance team.
    Perform financial tasks in the accounting system Maconomy.

    Audit & administration

    Participate in Partner audits and ensure all grants are audited as per the donors’ rules and regulations.
    Conduct pre-audit review meetings and support partners to ensure DCA-funded projects are audit ‘ready’.
    Ensure that any actions or recommendations included in management letters resulting from any audits are followed up by partners and reconciled.
    Upload signed copies of partners’ audit reports on intranet.
    Upload other relevant finance documents on intranet.
    Ensure compliance with donor regulations, DCA rules and local government regulations.
    Prepare asset handover notes at the end of the project period.

    Other

    Attend finance meetings as well as operations taskforce or finance/programme meetings, and general staff meetings.
    Improve and maintain good and close communication between implementing partners, programme team and DCA finance team.
    Any other task given by Head of Finance & Support Services or Head of Programme.
    Provide assistance with requests from DCA headquarters as directed by the International Finance Unit

    The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.
    Experience and qualifications:

    Bachelor’s degree in Business Administration, Finance or Accounting (or related degree).
    Certified Accountant Qualification coupled with eight years’ relevant experience will be considered in lieu of Bachelor’s degree.
    Minimum five years of practical experience in financial management.
    At least three years of experience working in a role providing financial support to partners.
    Highly collaborative and able to establish positive working relationships with partners to maximize cooperation and productivity.
    Must be able to maintain highest level of confidentiality regarding work-related information and data.
    Excellent communication skills.
    Proven experience in managing budgets of varying sizes.
    Advanced proficiency in Excel.
    Experience working with Automated accounting and Finance Software.
    Proven ability to work under pressure and meet deadlines.
    Excellent financial and analytical skills.
    Ability to work in multi-cultural environment and a good team player.

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    Use the link(s) below to apply on company website.  

    Apply via :

  • Head of Customer Experience & Loyalty General Manager Digital, Brand and Marketing

    Head of Customer Experience & Loyalty General Manager Digital, Brand and Marketing

    Brief Description        
    Drive Kenya Airways’ Customer Experience Strategy and initiatives toimprove Customer relations, service delivery and customer loyalty to achieve highlevels of Customer satisfaction at key stages of the customer journey. Head of Customer Experience and will be accountable for and lead on shapingthe end-to-end experience of Kenya Airways customers and in collaboration withvarious teams and take responsibility for planning, developing, and managing aportfolio of initiatives that contribute to the overall Customer experience. The role will offer leadership and directionto the entire Customer Excellence, Customer relations and Loyalty teams.
    Detailed Description        

    Lead a high-performance Customer Experience team offering strategic directionto key goals and a customer centric approach to the business for optimumcustomer experience delivery.
    Develop and implement strategiesfor the continuous improvement of Customer experience along the customerjourney, Customer conversion and retention.
    Develop and implement customer servicestandards across the organization.
    Establish corporate metrics for defining the relationship withcustomers.
    Lead in delivery of the Customer Excellence Sales and Loyalty products revenuesand Excellent customer relations
    Develop and implement all current and future customer affinity, loyaltyand retention programs.
    Planfor annual finances of the Customer experience programs and teams and ensurethey are managed and kept within approved budgetary guidelines.
    Developthe partnership framework and manage the relationship with Airline Partnerswithin and outside of Sky Team as well as non-airline partnerships. 
    Ensurebusiness performance of customer experience team is monitored and customer focusedapproach maintained, and Customer satisfaction insights gathered and sharedwith relevant stakeholders to influence the business in being more customercentric.
    Monitorcompetitive activity with respect to product and services including relatedcustomer offerings, so as to respond when appropriate through product andservice changes.

    Job Requirements        

    Relevant UniversityDegree
    An understandingof the Airline industry and knowledge of customer experience managementapproaches and methodologies.
    7 years in a managerialrole in a Commercial/Operations environment, 3 of which must have been in aSenior Management role.  Experience in acustomer-centric environment, leading diverse teams in a fast-paced environment.

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    Use the link(s) below to apply on company website.  

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  • Mobile Support Technician Supply General Director (Based in any Ocba Hub) Psychologist Staff Care (Based in any Ocba Hub) Nurse Staff Care Team (Based in any Ocba Hub) Tembo Head of E-Learning (Based in any Ocba Hub)

    Mobile Support Technician Supply General Director (Based in any Ocba Hub) Psychologist Staff Care (Based in any Ocba Hub) Nurse Staff Care Team (Based in any Ocba Hub) Tembo Head of E-Learning (Based in any Ocba Hub)

    GENERAL OBJECTIVE OF THE POSITION

    To provide 1st and 2nd line (remote or in person) technical support to MSF missions in supply chain and to contribute to capacity building of field staff through the application and transfer of technical know-how according to MSF protocols, standards and procedures in order to enable the development of the missions in perfect working conditions and optimize the impact of the medical projects.

    PLACEMENT WITHIN THE ORGANISATION

    Hierarchically to Head of Operational Logistics Unit
    Functionally to Supply Chain Coordinator

    ACCOUNTABILITIES
    In collaboration with the Logistics Coordinator and under the supervision of the HQ technical advisor or referent work with mission staff to promote relevant technical awareness and to improve technical delivery in supply chain, providing support and advice area in accordance with Terms of Reference agreed with the mission, normally comprising the following responsibilities:

    Carrying out a functional evaluation of the supply chain set-up, assessing the applicable technical systems, structures and HR set-up, the compliance with procedures, policies and guidelines, within the framework of MSF standards in order to identify the main areas for improvement.
    Assessing and validating local suppliers and local (sub-) contractors for quality of materials, systems, parts, etc. to ensure compliance with MSF quality standards.
    Developing and initiating the implementation of the improvement plan based on the recommendations arising from the functional evaluation.
    Assisting the supply team with the design of new (complex) systems and/or with the implementation of (new) protocols, tools etc.
    Monitoring and supervising established and on-going work and systems related to supply chain and provide technical advice and solutions when necessary.
    Assisting the supply team in their HR tasks such as recruitment & selection of technical staff, briefing and debriefing of focal persons and supply staff.
    Identifying training needs and contributing to the definition of training content for supply chain. Facilitating team learning and provide on-the-job training on technical basics related to area of specialisation according to MSF standards to enable effective implementation of relevant methodologies, systems and tools and ensure best practice is delivered.
    Upon request of the Head of LogOps Unit and in coordination with the Supply Unit in HQ, develop new policies, tools, protocols and SOPs related to supply chain (with a local, regional or even global approach).

    Contributing to the continuous learning and development of the department by:

    Drafting reports and action plans following field visits to capture experiences and lessons learnt.
    Contributing to the research and development of field tools, practices, guidelines and policies based on insights gained in the job.
    Developing and maintaining knowledge of practices and approaches within the area of supply chain, and to share this knowledge with others to enhance operational effectiveness.

    Providing direct field intervention:

    Upon request, participate in emergency operations.

    RESPONSABILITIES AND MAIN FUNCTIONS
    Field support

    The Mobile Support Technician Supply gives support to missions, based on visits at location, of typically between 2 weeks and 2 months duration. For each visit, the exact support needs from a mission will be discussed between Supply Referent, Logistic Advisor of the operational cell, Logistical Co-ordinator and Supply Responsible in the mission, and the Mobile Support Technician Supply him/herself, and will be agreed based on a “Terms of Reference” (ToR) document.
    In terms of processes, the scope of Mobile Support Technician Supply support includes the entire supply chain, excluding medical stock/pharmacy management. Example processes: local procurement, local & international purchase order management, (mission internal) replenishment order management, transport management & documentation, logistical stock management, (pre-) customs clearance.
    In terms of supply chain enablers, the scope of Mobile Support Technician Supply support includes organizational set-up of supply teams, guidelines & procedures, supply chain systems (e.g. Log7 and Portal European Supply Centre), warehousing structures and systems, performance management and supply chain follow-up.
    In terms of types of support, the scope of Mobile Support Technician Supply support includes (but other types of support can be agreed in ToR): training, optimization of supply chain processes and/or set-up in mission, guidance in market assessment and procurement activities, evaluations of supply organization, audit/assessment of supply chain procedures and execution, evaluation of supply chain/warehousing structures and set-ups, and/or advising Mission Co-ordination Teams regarding way forward for their supply chain.
    In terms of deliverables, the Mobile Support Technician Supply provides at the end of a visit: visit report (including evaluation according to standardized evaluation format and action list for way forward), and any other deliverables agreed. He/she will provide these deliverables to the mission, and discuss with Mission Co-ordination Team, Logistic Advisor at cell level, and Supply Referent.

    Optimization of the MSF OCBA supply chain

    A limited amount of time (max 25%) the Mobile Support Technician Supply will dedicate to specific improvement/development projects for the MSF OCBA supply in general (so mission-independent). Projects can vary from process improvements, procedures and guidelines, training material etc.

    Collaboration

    Collaboration with other colleagues in Supply Chain unit regarding supply chain optimization, and mission-specific priority setting.
    Collaboration with colleagues from operations regarding field support: Supply Responsibles, Logistical (and for specific topics Medical and Financial) Co-ordinators (all at mission level), Logistical (and for specific topics) Medical, Financial Advisors at cell level.
    To lesser extent, but can be relevant: collaboration with colleagues from other functional departments/units (medical, logistical, finance) or European/Regional supply centers regarding collaborative topics

    SELECTION CRITERIA

    Education and experience.
    Degree in Supply Chain Management, Engineering or similar
    Minimum 3 years’ experience in supply chain management.
    Asset: experience in humanitarian sector/MSF.
    Fluent written and spoken English and French. Additionally Spanish and/or Arab would be an asset.
    Experience leading, coaching or working with teams in some remote, or security tight context to achieve desired results.
    Good understanding of computers and new technologies.
    Excellent oral and written communication to motivate and influence the teams.

    Other

    Willingness to travel at short notice, to whatever context MSF is working in. Mission visits not exceeding 2 months in principle.

    To apply, please submit your CV and cover letter:
    Closing date: November 26th

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Economist

    Economist

    Roles and Responsibilities

    Support the macroeconomic monitoring of Somalia, manage and update the World Bank’s macro and fiscal model (MFMod), and the preparation of the Macro and Poverty Outlook (MPO);
    Support and coordinate the dialogue on macroeconomic policy and economic growth issues with the Somalia authorities, with the IMF and economic departments of other development agencies and non-government stakeholders;
    Work with other Global Practices (GPs), analyze challenges to economic growth/productivity and integrates structural, sectoral and macroeconomic issues;
    Serve as the external focal point on macroeconomic and economic growth issues, working closely with sector specialists;
    Support core country diagnostics such as Country Economic Memorandums (CEM) and other growth diagnostics, and Public Expenditure Reviews (PER)/Public Finance Reviews (PFR);
    Support Development Policy Operations or other types of lending operations focused on economic reforms;
    Support the policy dialogue on debt sustainability and debt transparency, including the implementation of the new Sustainable Development Financing Policy, preparation of Debt Sustainability Analysis (DSA);
    Coordinate within the country team the preparation of the annual Country Policy and Institutional Assessment (CPIA) exercise;
    Where relevant, advise sector teams and government authorities on the macroeconomic implications of sector policies and investment decisions, including in the selection and execution of public investments;
    Provide analytical inputs for and advise the Country Management Unit (CMU) on country strategic engagement and economic policy issues, including through active participation in key review meetings;
    Support the analytical work program of the CMU, including the preparation of Systematic Country Diagnostic (SCDs), Country Partnership Frameworks (CPFs);
    Support the Practice Manager and the GP with corporate demands, quality control of deliverables, and the preparation of ad-hoc briefs.

    Selection Criteria

    Minimum of a Master’s degree in economics, with eight (8) years of relevant experience.
    Fluency in English.
    Understanding of the Somalia economies and a strong grasp of the developmental issues facing a resource-rich and oil-dependent economy and a small island development country.
    Knowledge and Experience in the Development Arena – Understands policy-making process; distills operationally relevant recommendations/lessons for clients.
    Policy Dialogue Skills – Identifies and assesses policy issues and takes a leading role in the dialogue with the government and other stakeholders.
    Macroeconomic Skills and Country Economics Experience – Has a strong understanding of macroeconomic relationships, and the use of national accounts, balance of payments, fiscal and debt data systems from a data-consumer point of view.
    Strong communication, writing and presentation skills, in English, including the ability to speak persuasively and to present ideas clearly and concisely with senior policy officials and a wide variety of audiences in both languages.
    Strong integrative capacities; i.e., ability to identify development challenges and prioritize policy options within a coherent strategic framework.
    Excellent interpersonal and negotiations skills and ability to work flexibly, creatively and to multitask as the need arises.
    Strong commitment towards teamwork and knowledge sharing, especially across the WBG!
    Proven sense of initiative, results orientation, and leadership/coaching qualities.
    Familiarity with econometric software such as E-Views, STATA or other statistical packages and MS Office programs, including Excel.

    Apply via :

    worldbankgroup.csod.com

  • Client Experience Executive

    Client Experience Executive

    Responsibilities:

    Provide professional advice to clients about the company’s services, ensuring that clients are fully informed about the company’s value propositions.
    Actively listen to each client, take note of their specific needs, preferences, concerns, and use this information to provide personalized recommendations and ensure their individual needs are met.
    Keep track of repeat clients, actively listen to any issues or concerns they may have had during their previous move, and address them promptly to maintain positive relationships with clients.
    Promptly respond to enquiries from all channels including emails, phones and all social media outlets.
    Follow up on Move Consultants to ensure that quotations have been sent on time and that all clients are satisfied with the service.
    Ensure that all RFQs are delivered on time.
    Record all complaints received/report, inform the Operations Manager about them and document their resolutions�
    Onboard new corporate clients and schedule presentation meetings to showcase our moving services.
    Attend to walk-in clients promptly, respond to their needs and advise them of the company services accordingly
    Monitor all company social media platforms to ensure that clients are updated of all company services and liaise with the company’s digital commui8nication’s team based on observations in the platforms
    Suggest amendments/changes to the Inquiries SOP and make the necessary updates in liaison with the management
    Recommend changes and improvements to the Mobility System and report problems when they occur.
    Conduct research on best international practices pertaining to client service and the moving industry and make suggestions for improvement.
    Assess and recommend various ways to appreciate clients from time to time in order to improve client experience
    Maintain and manage corporate clients
    Prepare and submit weekly and monthly role-based reports
    Perform any other duties as may be assigned to you by management

    Requirements

    A degree or diploma in a business-related field from a recognized institution
    A minimum of two (2) years’ working experience in customer service field
    Excellent customer service skills
    Ability to proactively anticipate client needs and advise them accordingly
    Confidentiality and ability to maintain client information private
    Excellent communication skills; written and verbal
    Understanding of social media management and platforms
    Ability to work under minimum supervision and/or self-supervise
    Good in multi-tasking
    Strict time keeper and an early riser.

    Apply via :

    www.crystalrecruitment.co.ke