Role Purpose
Reporting to the Product and Operations Manager the role will be responsible for managing manage day to day escalation issues while ensuring SLA achievement and delivery of quality service at all times.Responsible for continued monitoring of the product and service portfolio, system performance and overall user experience, making necessary technical and operational improvements.
Responsibilities for the Operations Manager Job
Creation of Agents and merchants onto the CWS platform upon receipt of documentation from the Agency Team. All creations on the platform will be inline with the Agent creation policy in line with the agreed SLA’s.
Compliance with Operational Excellence initiatives and regulatory requirements (risk, revenue assurance, legal, etc
Conduct post-launch assessment of newly implemented initiatives.
Manage daily operational tasks related to the system flows and escalations issues while ensuring SLA achievement and delivery of quality service at all times.
Work towards resolving complex issues that cause customer, agent and partner dissatisfaction.
Maintain strong ties and consistent communication with Customer, Agent and Partner facing Departments to capture appropriate operational issues that need resolution.
Provide daily reports on all operational issues and on a weekly basis provide a statistical analysis report of all escalated issues with evidence of continuous decline in the number of repeat escalation issues.
Provide regular analysis and trends on the Mobile Financial Services products and services performance.
Maintain the quality of service by enforcing mobile financial services processes and procedures as well as the organization standards.
Make proposals based on customer/agent/partner feedback for process, product or service improvements.
Escalate to the Process Manager recommendations on identified gaps in the processes and procedures.
Participate in system testing for all new/modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
Ensure any operational process and/or procedure changes are communicated to the necessary teams within 24 hours of approval.
In liaison with the training manager, provide weekly training schedules for new agents and partners to be trained on new/modified products and services prior to activation process or product/service launch.Collect training needs assessment pertaining to agents and partners work procedures and escalate to the training manager.
Propose re-designing of agents and partners training materials based on ongoing operational interactions with these teams.
Achieve KPIs assigned and participate in coaching sessions and attend all monthly performance evaluations with your respective line manager.
Timely submission of comprehensive reports to the Manager/HOD as defined from time to time within agreed timelines.
Maintains technical knowledge by attending educational trainings & workshops and reviewing publications.
Qualifications for the Operations Manager Job
3-5 years relevant experience in a managerial or specialist role within a Telecommunications or Financial Services environment, having being exposed to multiple disciplines.
Relevant experience in product operation role within a product development environment, having being exposed to product development processes and support.
Relevant post graduate diploma or degree, commercial focus preferred
Professional Skills
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions.
Customer focused – passionate about delivery of results to internal and external customers.
Presentation and communication skills – superior, both written and oral. Experience in report writing.
Project Management – experience in documentation of project processes.
Strategically Oriented –able to identify, define opportunities and implement them.
Application Deadline: Application Deadline Feb 10, 2017
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Product Portfolio Manager Business Development Head Of Channel & Product Marketing Head Of Shared Services – Operations
Overall Job purpose
Reporting to the Microinsurance Manager, He/She will be responsible for formulating and implementing sound strategies that lead to growth of Sales in the Micro insurance business and specifically focusing on Single Distribution Channel.
Responsibilities for the Product Portfolio Manager Job
Drive revenue growth profitability in Microinsurance business by monitoring productivity and profitability against set targets
Ensures marketing intelligence and statistics are gathered to facilitate development of strategies to give the Company a competitive advantage in Microinsurance space
Develop and deploy innovative ways to incentivize Single Distribution Channel to keep it productive to achieve and surpass the set targets
Research, Design & Develop product Sales campaigns to increase products uptake and penetration in the market
Manages relationships with clients and all stakeholders in Single Distribution Channel
Manage Sales costs to ensure profitability
Ensure the credit policy for the company is adhered to
Develop, nurture and grow the sales and business development teams working under this position
Perform any other duties as may be assigned from time to time.
Key Performance Measures
Working Relationships
Internal Relationships:
Responsible for staff working under this position
Single Distribution Channel team of Management
Required to liaise and work closely with the other departments as may be necessary
External Relationships:
Britam customers
Microinsurance partners as may apply
Qualifications for the Product Portfolio Manager Job
Bachelor’s degree in a business related field. Masters’ Degree is an added advantage
Professional certification in insurance e.g. ACII, FLMI, AIIK.
7- 10 years’ experience in a Financial Institution, 2-3 of which should have been in managerial sales role preferably in Insurance Industry
Competencies
Technical and functional competencies
Customer, market and competitor understanding
Knowledge of insurance regulatory requirements
Knowledge of Britam products
Selling skills
Sales and marketing management skills
Negotiation Skills
Core competencies
Communication skills
Building Relationships
Focuses on the Customers
Develops Self
Solves Problems
Develops Others
Manages Quality and Risk
Managing Change and Ambiguity
Managing and Executing Strategy
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Real Estate Sales Executive
Role Summary: To accelerate sales of the company’s housing stock and ensure good customer interface with prospective home buyers.
Qualifications / Requirements
A bachelor’s degree in land economics, real estate or building & construction related studies;
Masters’ degree is an added advantage;
Minimum of 5 years’ experience in sales & marketing/ business development 3 of which should be within the property sales industry;
Experience in high level sales & marketing or administrative role on Real Estate projects will be a distinct advantage;
Good working knowledge of MS Office packages.
Job Specification
Support company housing development strategy aimed at providing affordable housing to an identified market segment;
Propose imaginative suggestions as to how best to achieve the defined objectives in a company business;
Oversee and maintain of an accurate database of company properties on sale so as to guide buyers appropriately;
Analyze and evaluate the effectiveness of existing or creative sales methods, costs and results;
Accomplish marketing and sales objectives by planning, developing, implementing and evaluating advertising and promotional programs;
Identify marketing opportunities by identifying consumer requirements; defining market, competitor’s share, strengths and weaknesses; forecasting projected business and establishing targeted market share;
Improve product marketability and profitability by researching, identifying and capitalizing on market opportunities so as to improve product packaging
Provide relevant information by collecting, analyzing, and summarizing data and trends;
Coordinating new real estate product development in conjunction with company project teams;
Oversee the day to day administration of the company sales through direct reports and any other responsibilities assigned by management.
Competencies
Awareness of latest developments within the real estate fields;
Excellent presentation & communication skills, both written and verbal;
Confident individual with a proactive attitude;
Exceptional interpersonal, selling & persuasion skills demonstrating professionalism in all dealings;
Demonstrated selling & persuasion skills;
Strong organizational and follow-up skills with ability to manage assigned tasks in an assertive, efficient and timely manner;
A self-starter, able to demonstrate high levels of initiative and motivation;
Ability to work closely with other team members and displaying trust and loyalty;
Must be disciplined and well organized, energetic and enthusiastic;
Be fiscally savvy to manage budgets & sales/ marketing exercises;
Be both a strategic thinker as well as being a capable implementer;
Be able to multi-task and keep calm under pressure;
Excellent attention to detail;
Proven ability to provide a customer focused service;
Flexibility to work outside normal office hours as may be required from time to time. -
Secretary Presales Executive
Responsibilities for the Secretary Job
using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to
produce correspondence and documents and to maintain presentations, records, spreadsheets and databases;
devising and maintaining office systems;
booking rooms and conference facilities;
using content management systems to maintain and update websites and internal databases;
managing and maintaining budgets, as well as invoicing;
liaising with staff in other departments and with external contacts;
ordering and maintaining stationery and equipment;
sorting and distributing incoming post and organizing and sending outgoing post;
Arranging travel and accommodation for staff or customers and other external contacts; booking rooms and conference facilities.
organizing and storing paperwork, documents and computer based information;
photocopying and printing various documents, sometimes on behalf of other colleagues;
recruiting, training and supervising junior staff and delegating work as required;
manipulating statistical data;
Arranging inhouse and external events.
Qualifications for the Secretary Job
strong organizational skills;presentation skills and attention to detail;
the ability to plan your own work, work on your own initiative and meet deadlines;
the ability to manage pressure and conflicting demands and prioritize tasks and workload;
oral and written communication skills;
tact, discretion and respect for confidentiality;
a pleasant, confident telephone manner;
teamwork;
reliability and honesty;
Project management skills.
Academic qualification:
Degree or Diploma in Secretarial, Office Management, Administration or related field
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Finance & Administration Director Health Advisor Monitoring and Evaluation Specialist
Responsibilities for the Finance & Administration Director Job
The Director of F&A will oversee operations for all activity offices in Kenya. This includes oversight of procurement, grants, construction, logistics, human resources, accounting and finance, and records.
This individual will be responsible for managing the contract budget and preparing financial reports for submission to USAID.
S/he will ensure funds expended are compliant with USG regulations and policies.
He/she will implement fraud mitigation practices and ensure systems and processes are implemented effectively to support implementation of the award.
To qualify the candidate must possess a Master’s degree in Business, Accounting, Finance or related field relevant to the position requirements.
He/she must have at least eight (8) years of experience in financial management for large complex projects, of which at least five years were working in the field of international development.
S/he must demonstrate professional level of oral and written fluency in English language.
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Intern
Qualifications for the Internships in Kenya
University Degree/Diploma in related field.
Professional qualification is an added advantage
Must be an aggressive and Self driven individual.
Must demonstrate mastery skills in his / her area of specialization
Must have an ability to withstand work related pressure and challenges.
Should be ready to learn from the remote areas of Solar Kiosk
Should be ready to follow rules and regulations of Solarkiosk
Ability to communicate effectively, both in writing and verbally, in English and Swahili.
Proficient with standard office software (incl. MS Word and MS Excel or equivalent).
Drivers license is an added advantage. -
Product Specialist – MFS
Role Purpose: Reporting to the Product and Operations Manager the role will be responsible for managing manage day to day escalation issues while ensuring SLA achievement and delivery of quality service at all times.
Responsible for continued monitoring of the product and service portfolio, system performance and overall user experience, making necessary technical and operational improvements.
Key Duties and Responsibilities
Creation of Agents and merchants onto the CWS platform upon receipt of documentation from the Agency Team. All creations on the platform will be inline with the Agent creation policy in line with the agreed SLA’s.
Compliance with Operational Excellence initiatives and regulatory requirements (risk, revenue assurance, legal, etc
Conduct post-launch assessment of newly implemented initiatives.
Manage daily operational tasks related to the system flows and escalations issues while ensuring SLA achievement and delivery of quality service at all times.
Work towards resolving complex issues that cause customer, agent and partner dissatisfaction.
Maintain strong ties and consistent communication with Customer, Agent and Partner facing Departments to capture appropriate operational issues that need resolution.
Provide daily reports on all operational issues and on a weekly basis provide a statistical analysis report of all escalated issues with evidence of continuous decline in the number of repeat escalation issues.
Provide regular analysis and trends on the Mobile Financial Services products and services performance.
Maintain the quality of service by enforcing mobile financial services processes and procedures as well as the organization standards.
Make proposals based on customer/agent/partner feedback for process, product or service improvements.
Escalate to the Process Manager recommendations on identified gaps in the processes and procedures.
Participate in system testing for all new/modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
Ensure any operational process and/or procedure changes are communicated to the necessary teams within 24 hours of approval.
In liaison with the training manager, provide weekly training schedules for new agents and partners to be trained on new/modified products and services prior to activation process or product/service launch.
Collect training needs assessment pertaining to agents and partners work procedures and escalate to the training manager.
Propose re-designing of agents and partners training materials based on ongoing operational interactions with these teams.
Achieve KPIs assigned and participate in coaching sessions and attend all monthly performance evaluations with your respective line manager.
Timely submission of comprehensive reports to the Manager/HOD as defined from time to time within agreed timelines.
Maintains technical knowledge by attending educational trainings & workshops and reviewing publications.
Academic / Professional Qualifications
3-5 years relevant experience in a managerial or specialist role within a Telecommunications or Financial Services environment, having being exposed to multiple disciplines.
Relevant experience in product operation role within a product development environment, having being exposed to product development processes and support.
Relevant post graduate diploma or degree, commercial focus preferred
Professional Skills:
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions.
Customer focused – passionate about delivery of results to internal and external customers.
Presentation and communication skills – superior, both written and oral. Experience in report writing.
Project Management – experience in documentation of project processes.
Strategically Oriented –able to identify, define opportunities and implement them. -
Japanese Swahili Interpreter, Multiple positions Japanese Swahili Interpreter Supervisor, Multiple positions
The duties include;
Interpretation service provision including onsite training, national field trips, regional assessments, ceremonies and public presentations as directed.
Verbal translation of training schedules, lesson and safety plans and powerpoint presentations as directed.
Translation support to Training Needs Assessment requirements
Liaison between Instructors and Trainees, soliciting feedback from both parties, highlighting issues and difficulties and making recommendations based on trainee responses and feedback.
Liaison and support to non-English speaking Japanese personnel involved.
Participation in After Action Review meetings.
Support after hours functions, providing translation services as required.
Assist and support Japanese personnel with public presentations and ceremonies.
Education
Advanced University Degree with a minimum of 5 years of relevant experience is required;
A first level University degree (Bachelors Degree) in a related field with an additional 7 years of relevant experience may be accepted in lieu of the advanced university degree;
Technical/Professional Diploma with a combination of 9 additional years of relevant experience may be accepted in lieu of university degree;
Secondary Diploma with a combination of 11 additional years of relevant experience may be accepted in lieu of university degree
Experience
At least 5 years of relevant experience working as a Japanese Swahili translator and/or an interpreter are required;
Prior technical translation experience in heavy machine operation is advantageous.
Experience working with Japanese culture is advantageous.
Skills
Translation(2years)
Interpretation (2years)
Planning (Optional)
Result Orientation (Optional)
Report writing (Optional)
Speech Writing (Optional)
Team management (Optional)
Client relations management (Optional)
Innovation (Optional)
Languages
Fluency in written and oral Japanese is required.
Fluency in written and oral English is required.
Fluency in written and oral Swahili is required.
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HR & Admin Assistant
HR & Admin Assistant Job Duties and Responsibilities
Provide advice and assistance when conducting staff performance evaluations
Identify training and development opportunities
Provide basic counseling to staff who have performance related obstacles
Provide staff orientations
Monitor daily staff attendance.
Provide advice and recommendations on disciplinary actions.
Prepare notices and advertisements for vacant staff positions.
Schedule and organize interviews
Participate in applicant interviews
Conduct reference checks on possible candidates
Inform unsuccessful applicants
Conduct exit interviews.
Implement a human resources plan and personnel management policies and procedures.
Explain provisions of the personnel policy to staff.
Explain employment standards and legislation such as workers compensation, labour standards and Fair Practice Act.
Organize the transitional provisions of employee compensation, pay and benefits when positions are transferred or new positions are funded through contribution agreements and other special funding arrangements.
Arrange for the repairs of computers and other office equipment and assist with organizing staff to carry out work due periods of equipment shutdowns.
Attend Various Committees’ meetings to provide information, when necessary.
Perform other related duties as required
Qualifications for the HR & Admin Assistant Job
An undergraduate degree in HR, management, psychology or business related fields
Post graduate HR qualifications will be an added advantage
Business English will be a prerequisite.
Excellent it skills (internet, email, word, excel and PowerPoint)
Minimum of three years’ experience in HR and administration
Experience in customer centric roles.
Planning and execution skills required.
People management and development skills
Competencies
Strong administration skills
Familiarity with business software such as Microsoft office
A high level of confidentiality
Excellent interpersonal and customer-facing skills
Strong communication skills, both written and verbal
Flexibility and willingness to learn
Enjoy working with people
Tact and diplomacy
Good administrative skills
Ability to work as part of a team
Ability to work accurately, with attention to detail
Salary:Starting KES 30,000/= Gross per month.