Jobs Kenya

Website: Website http://www.racg.co.ke/

  • Business Development Officer

    Business Development Officer

    PRIMARY RESPONSIBILITIES:

    Business Promotion and Development
    Coordinating marketing efforts to ensure that new business targets are met.
    Handling new business enquiries; coordinating new business quotation process; and following up quotations with clients/branches.
    Proposing to Management measures to enhance the Agency’s competitiveness.
    Business Retention
    Proposing risk surveys and making recommendations for premium discounts for good risks in our books.
    Closely monitoring customer service satisfaction to ensure renewals are not threatened.
    In liaison with Business Development Manager, negotiating renewal terms of all businesses well in advance and sending formal renewal confirmations to the operations team before the renewal dates.
    Preparing Monthly business performance assessments reports including such data as business acquired, business lost, business sources etc.
    Maintaining and regularly updating business progress reports.

    Academic & Professional Qualifications

    Bachelor’s degree in Business or a related field from a recognized institution.

    Experience

    At least 3 year’s relevant experience in specified field business development.
    Familiar with bank operations.

    Apply via :

    www.linkedin.com

  • Senior Manager Customer Experience Project Manager

    Senior Manager Customer Experience Project Manager

    Job Description

    Our client, a leading Micro Finance Bank in Kenya is looking to hire Senior Manager Customer Experience responsible for standardizing and driving Customer Experience excellence and the overall maintenance of service standards through offering expertise and support to the branch and H/O units; devise and implement Customer Experience strategy and related policies across all touch points.
    Reports To: Head of Operations & Customer Experience

    Job Responsibilities

    Develop and coordinate implementation of Customer Experience business strategies.
    Develop Contact Centre strategy and ensure proper planning, including staffing, service offering expansion and industry best practice implementation.
    Provide customer perspective in executive decision to increase the lifetime value and profitability of customers to fuel growth.
    Analyze and monitor service delivery across all customer touch points.
    Serve as a change agent, driving continual and sustainable service improvement culture through consistent exhibit and initiation of Customer Experience Excellence and Quality initiatives.
    Responsible for identifying opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA), Track VOC, Customer Pain Points (CPP), and driving improvements into the business.
    Drive the Branches and Central Office Customer Touch Points to be compliant with complaint management processes via SLA adherence and CRM usage.
    Drive completion of the mandatory and discretionary management information requirements relating to complaints management, supporting the banks service delivery, operational and root cause analysis.
    Draft strategic policies and Customer Experience oriented programs, execution of the programs that provide outstanding customer experience and come up with improvements initiatives.
    Champion improvements in performance excellence through training, management information and continuous improvements.
    Delivery of business KPIs on customer experience, strategic projects, complaint reduction, close looping, build organization’s CX analytical capability, awareness on VOC trend analysis and pain trigger removal and process compliance.
    To keep abreast of best practices and make appropriate recommendation to EXCO.
    Review and coordinate roll out of customer feedback management process.
    Monitor branches & departments in respect to complaints received as well as collation of the same on CRM. Highlight key issues and pending actions.
    Accountable for dealing with complex customer complaints relating to the Bank’s Business.
    Ensure continuous improvements in Service Standards.
    Work closely with teams to help successfully recover and enhance customer relationships through complaint management /liaison.
    Design the scope of the staff and customer satisfaction surveys, NPS including mystery shopping programs at central Office Units and Branches
    Track VOC, Customer pain points and implement action resolution items to enhance Customer Experience.
    Conceptualizing and enhancing CRM capabilities to capture customer VOC, Analytics, and workflow management for customer resolutions.
    Participate in business process reviews.
    Work with relevant departments to implement CX enabling technology
    Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs.
    In collaboration with cross functional teams’ design Customer Journey mapping to enhance user experience of products and services before launch.
    Design and execute NPS, Customer Effort Score (CES) Internal CSAT surveys, mystery shopping, to gather customer feedback and recommend way forward from findings.
    Monitor customer service performance indicators by performing service quality assessments- SLAs, TATs.
    Perform bi-weekly snap checks to ensure that all information regarding the status of resolution of complaints are uploaded on CRM, closed cases on CRM were satisfactorily closed/ addressed; report shared with respective HOD’s.
    Develop an interdepartmental SLA to provide guidelines and time frames for resolution of complaints/queries.
    BI-weekly CRM usage report to be shared with HODs and branch leadership to drive usage.
    Monitors CX performance, highlight gaps and provide direction to branches / head office team day to day basis.
    Drive completion of annual attestation and Risk Control Standard Complaint processes; RCSA Document regular review to ensure thresholds on requirements are met.
    Undertake performance coaching for customer service officer.
    Designing Customer Experience via Customer Journey Mapping.
    Develop Quality assurance framework measure for quality at all touch points.
    Generate training needs analysis leveraging on available customer feedback channels and provide customer experience training.

    Other Requirements

    Master’s Degree in Business related study
    At least 10 years’ experience in banking or service-related environment, preferably in leadership environment.
    Thorough understanding of the complaint’s lifecycle and root cause analysis.
    Expertise in Customer Experience management in a management role.
    Good knowledge and grasp of banking practices and regulations.
    Strong leadership, planning and communication skills.
    Structured problem-solving Techniques and competent in analyzing data.
    Understanding of Contact Centre operations
    People and Performance management.
    Customer Relationship Management
    Operation and Risk Management.
    Strategic, leadership and Business Management
    Project Management for all CX initiatives.

    go to method of application »

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

    Apply via :

  • Assistant General Manager – Engineering, Stores and Services

    Assistant General Manager – Engineering, Stores and Services

    The main role is effective management of the engineering, maintenance, stores and services departments to ensure timeous, cost effective maintenance and development of the company’s machinery, equipment, factories and irrigation infrastructure, in addition to the effective management of the company stores. To be the overall engineering, stores and services resource for the Company, providing technical input as required.
    JOB PURPOSE and KEY RESPONSIBILITIES
     Planning

    Participate in the strategic decision-making process of Executive Management
    Be the custodian of all Engineering operations
    Develop improved courses of action
    Plan all Engineering/Maintenance activities

    Financial

    Ensure effective management of the division budget.
    All Monthly returns must be reviewed to ensure compliance with budget procedures at all times.

    Administration

    Prepare and finalize monthly reports.
    Ensure administrative procedural policies are implemented and carried out.
    Authorize staff annual leave, sick leave and other allowances.
    Represent the company at different meetings/committees etc. where required
    Secure Company assets

    Maintenance/Engineering Projects

    Ensure cost effective maintenance and repairs
    Control quality of work
    Ensure Avocado Packhouse Maintenance
    Assume responsibility as the main Engineering resource in Macadamia Factory maintenance and Infrastructure development
    Oversee existing and new Irrigation developments and operations
    Oversee implementation of vehicle/tractor maintenance programs
    Assume overall responsibility for applicable legislation
    Safe guard water supply
    Manage and control Consulting Engineers and or Contractors
    Visit operations i.e. ensure that engineering, machinery and electricity issues are managed cost effectively and efficiently

    Capital Projects

    Plan machine requirements for product processing
    Plan machine installations
    Manage suppliers
    Consult concerned parties
    Manage purchase of machines/material
    Prepare final plans for installations
    Manage and oversee delivery and installation of machines/material
    Commission projects

    Human Resources

    Ensure sound relations in the division
    Ensure all Union matters are address appropriately.
    Plan Utilization of Labour
    Monitor staff activities on the estate
    Maintain communication with estate staff
    Manage training programs of subordinate estate staff
    Maintain staff discipline
    Measure subordinate staff performance
    Carrying out Village improvement schemes and Village Environmental Committee (VEC) meetings

    Research

    Innovative application of Engineering research and development

    Security

    Oversee and monitor security within designated areas of the farm

    Community Support & Projects

    Promote and run community projects as agreed with the Corporate Affairs Manager
    Maintain good community relations

    Health, Safety & Environment

    Continuously by ensuring compliance to all relevant safety procedures and legislation by all staff and labour on the estate.
    Adhere and maintain Environmental & NEMA legislation & company policies
    Carry out any other duty as may be assigned from time to time

    REQUIREMENTS

    Minimum of BSc. Engineering (Mechanical or Civil Engineering)
    Minimum of 10 years’ experience in; Engineering and Stores services, with at least 3 years in Senior Management role
    Ideal candidate should have experience in Agricultural/Horticultural Engineering, Stores and Services operations.
    All aspects of mechanical/electrical/irrigation/civil engineering     
    Setting up financial budgets, financial management and control
    Report writing skills and excellent inter personal relationship skills

    Apply via :

    www.racg.co.ke

  • Structural Engineer

    Structural Engineer

    Responsibilities

    Prepare design calculations, drawings, specifications, design analysis and construction cost estimates
    Perform construction related services including shop drawing reviews, response to requests for information, periodic construction site observation, and occasional specialized structural inspections
    Collaborate with architects and designers and building contractors on design and construction of projects
    Experience in the design of structural steelwork
    Experience in working in a steel fabrication office
    Understands fabrication drawings
    Experience in the design of steel with BS 5950

    Qualifications

    Bachelor’s degree or equivalent experience in Civil or Structural Engineering
    Excellent written and verbal communication skills

    Apply via :

    www.linkedin.com

  • Technical Sales Engineer

    Technical Sales Engineer

    About the job
    The ideal candidate for this position will be will obtain and expand the company’s business relationships. In order to succeed in this position the candidate must have a solid technical understanding of the company and its products compiled with sociable and outgoing personality to build rapport with potential clients.
    Responsibilities

    Work closely and build relationships with customers
    Provide technical support when needed
    Develop initiative sales strategy

    Qualifications

    Bachelor’s degree or equivalent experience in Engineering
    3+ years of relevant experience
    Strong negotiation skills
    Interpersonal skills

    Apply via :

    www.linkedin.com

  • Senior Manager, Corporate Communications and External Affairs

    Senior Manager, Corporate Communications and External Affairs

    Job Responsibilities:
    Corporate Communications

    Identify and capitalize on opportunities to promote and positively represent the organization through internal and external communication.
    Develops and implements policies and procedures for communicating on behalf of the organization that represents the corporate identity, and promotes and supports the organizations mission.
    Oversees the workflow and work assignments of the communications team to ensure effective collaboration among team members and consistent, quality work.
    Drafts proposals for special communications projects; presents on and promotes these projects to management
    Manage and keep properly updated the company’s communication platforms including website and social media
    Prepare speeches and talking points for the CEO and Senior leadership team for key events and occasions
    Provide subject matter expertise, content and coaching to senior management to serve as effective spokespeople provide support and guidance for managing incident and crisis response
    Manage content creation and editorial for Company publications such as annual reports and key events, including researching, developing, writing and editing across mediums, message development and creative message management

    External Affairs

    Conduct regular stakeholder analysis and mapping in order to maximise long term relationship development.
    Initiate, maintain, build and strengthen relationships with key stakeholders including media, community, regulators, government, industry lobbies, legislature, consumer groups and the general public through engagements that create measurable value for the business, protect and enhance our brand, engage and influence stakeholders, and prevent and remove barriers
    Develop and coordinate delivery of the annual stakeholder engagement strategy.
    Develop policy positions and regularly convert the policies to collateral such as briefings, fact sheets, and presentations to stakeholders.
    Lead and coordinate all CSR initiatives and ensure they meet business expectations.

    Event Managements

    Seeks new methods and creative strategies to increase internal and external awareness of key events and changes in the organization including the launch of new products, special events, local and global community service, and other topics of interest.
    Plan and organize business, promotional, public and social events.
    Lead on all stakeholder engagement for the planning and delivery of events such
    liaise with internal stakeholders to find out their exact event requirements
    produce detailed proposals for events (including timelines, venues, suppliers, legal obligations, staffing and budgets)
    research venues, suppliers and contractors, then negotiate prices and hire
    manage and coordinate suppliers and all event logistics (for example, venue, catering, travel)
    manage all pre-event planning, organising guest speakers and delegate packs
    coordinate logistics, suppliers, handle queries and troubleshoot on the day of the event to ensure that all runs smoothly and to budget
    organise facilities for health & safety protocols, car parking, traffic control, security, first aid, hospitality and the media

    Other Requirements:

    Bachelor’s degree in Communications is required; Masters degree highly preferred.
    At least 8 years of experience in Corporate Communications and/or External Affairs field with at least 3 years’ in Senior Management role.
    Superlative communication skills in all forms.
    Excellent strategic organization skills.
    Excellent managerial skills.
    Ability to use tact and professionalism including in times of extreme stress.
    Ability to think creatively.
    Ability to adapt and respond to difficult questions and issues.
    Ability to create, implement, and apply a budget.

    Apply via :

    www.racg.co.ke

  • Investment Manager Sales Consultants (Furniture) Head of Risk and Compliance

    Investment Manager Sales Consultants (Furniture) Head of Risk and Compliance

    Job Description
    Our client, a financial services group in Kenya, is looking for Investment Manager to manage portfolios of investments in listed instruments both internally and those outsourced to external portfolio managers and unlisted instruments, including Internal Properties, in accordance with mandates from individual stakeholders and business units, ensuring returns above agreed market benchmarks.
    Provide professional investment advisory services at globally accepted standards as well as the sound risk and financial management of the asset management business, including compliance with CMA requirements.
    Job Responsibilities
    Strategic Support

    Support the asset management Board to ensure the overall strategic objectives are achieved.
    Ensure growth in company revenue by providing responsive, proactive and efficient services to existing and potential clients to grow market share in the securities industry.
    Leverage on personal capabilities & expertise and industry opportunities to add value to stakeholders.
    Drive, participate and contribute in investment committees’ decisions.
    Contribute to sustaining a competitive edge through external networking and benchmarking and representation on related forums.

    Internal Process

    Provide end to end support for the investments function including the placing, monitoring of orders and settlement of trades in the fixed income and equity market to meet stakeholders’ investment objectives.
    Liaise with the stakeholders across a range of investment asset classes to agree and execute on requirements.
    Provide portfolio analysis and liaise with relevant stakeholders on respective portfolios, provide feedback on portfolio performance and seek opportunity to cross sell and deepen wallet share.
    Timely processing of documents including account opening, KYC, payments, and statement/confirmation requests etc.
    Manage the internal property portfolio to ensure that optimal value is obtained including sales and letting when required.
    Evaluate and monitor portfolio performance to ensure consistency across clients with broadly similar mandates.

    Client

    Develop, maintain and build strong long-standing relationships with existing and potential clients and other stakeholders.
    Engage with key internal and external stakeholders to identify changing client needs and make recommendations to align service offering with client needs.
    Deliver on service level agreements made with internal and external stakeholders in order to ensure that expectations are managed.
    Compliance & Best Practice
    Ensure strict compliance with laid-down controls and processes.
    Responsible for the implementation and adoption of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.
    Manage portfolio risks and regulatory compliance aspects regarding asset allocation.
    Ensure implementation of investments decisions as agreed by investment committee and mandates set by the business.
    Monitor the profitability and capital adequacy of the asset management business taking corrective action when required.
    Maintaining a high level of integrity and ethical standards commensurate with the requirements of market best-practice.

    Reporting

    Prepare reports for internal and external use and/or consumption.
    Ensure incident reporting is done in a timely manner.
    Prepare investment reports for regular reporting to the board.
    Ensure regulatory returns, reports and other compliance documents are prepared and submitted in a timely manner. Including follow up or approval and/or closure.

    People

    Promote a positive work climate and culture.
    Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
    Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
    Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
    Execute effective workforce planning practices and actively participate in recruitment of suitably qualified talent for the department in line with the company’s policies.

    Other Requirements

    Minimum Bachelor’s Degree in Finance or related studies
    8 years’ post qualification experience in the financial sector with at least 4 years of demonstrable effective management of a thriving investment portfolio/ Advisory experience in a securities business or other financial intermediary – Essential
    Licensing or registration | ICIFA/CISI/ ATS certification – Essential
    In depth understand of Investment management principles – Essential
    Demonstrable in-depth understand of financial institutions and the Capital Markets Authority regulatory frameworks and related financial management requirements – Essential
    Good communication and presentation skills at a senior level – Important
    Ability to shape the business strategy around investments – Important

    go to method of application »

    Apply via :

    www.racg.co.ke

  • Graphic Designer

    Graphic Designer

    Responsibilities

    Collaborate with the team to ensure consistency of designs across various media outlets
    Create compelling and effective logos, designs, print and digital media
    Maintain awareness of current industry and technology standards, social media, competitive landscape and market trends

    Qualifications

    Bachelor’s degree in Graphic Design or related field
    2-4 years of experience in graphic design
    Proficient in Adobe Creative Suite
    Strong communication, conceptual thinking, typography skills and design skills
    Portfolio of work

    Apply via :

    www.linkedin.com

  • Planning Engineer

    Planning Engineer

    Job Responsibilities

    Understanding project requirements in terms of completion dates, clients’ priorities, Company’s resource allocation etc and drawing up work schedules and budgets on this basis.
    Analysing project specifications and finding cost effective ways of meeting them, as well as proposing acceptable alternatives, where such alternatives can generate additional revenue for the Company
    Assisting procurement team in optimising procurement of materials vis a vis cost, specifications and quality, paying special attention to long lead and / or imported materials
    Assisting with identifying and employing “best value” sub-contractors, to ensure they adhere to Company’s requirements in terms of cost, specifications, quality and timely completion
    Communicating with project managers and guiding them in planning their projects’ execution. Tracking progress at sites vis a vis program, and providing timely reports to management
    Analysing utilisation of company’s resources to ensure minimum idle time and wasteful expenditure. Guide project managers on optimisation of available resources
    Ensuring that the Company’s financial targets, in terms of expenditure and revenue, with regard to each project, are adequately met. In order to achieve this, to provide firm guidance on appropriate execution of revenue generating activities at site, and minimising non-revenue generating expenditure
    Should display an exceptional ability to anticipate problems / delays / cost and time overruns, and assist project managers to take preventive and / or corrective actions

    Other Requirements

    Degree in Civil Engineering or any other related field will also be considered
    Working experience of 7 years in Construction maintenance.
    3 years of which must be in a planning department
    Experience in planning, quality assurance and Quality control will be an added advantage
    Computer literate
    Good communication, interpersonal and problem solving skills
    Able to work independently and with minimum supervision.
    Excellent team player and able to assist with maintenance tasks from time to time

    Apply via :

    racg.co.ke

  • Sales Team Lead

    Sales Team Lead

    Responsibilities

    Training new members of the sales team
    Setting sales quotas
    Answering questions from the sales staff
    Monitoring sales performance and addressing issues when necessary
    Completing sales reports and other administrative work
    Addressing customer service issues that need to be escalated
    Supporting the sales management team as needed
    Selling products or helping sales staff negotiate and close deals

    Apply via :

    www.linkedin.com