Role Summary:
This is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the CEO, you will be responsible for the overall service delivery to both internal and external stakeholders to ensure we deliver a world-class, award-winning customer experience.
Key Responsibilities:
Ensure we deliver a service Turn Around Time (“TAT”) promise of less than 24 hours
Manage our Branch Infrastructure including ambience, maintenance and expansion
Manage Branch Coordinators to ensure they are well equipped, trained and monitored to meet our desired service standards
Manage Logbook securitisation with NTSA through the eCitizen TIMS portal
Lead the Customer Experience team to ensure we have a market-leading Net Promoter Score
Manage third party relationships that form critical elements in our service delivery including but not limited to; tracking services, valuation etc.
Career Progression:
We offer a competitive compensation and benefits package, and the opportunity to grow with responsibilities across Africa as we expand our team and products. Our business is growing at over 50% annually.
Does this sound like you?
You are a graduate with 5+ years of experience in a service-oriented professional role
You have a passion for excellence in the delivery of a world-class customer and user experience
You would enjoy working in a fast pace, fast growth and dynamic environment
You have 2+ years of experience managing a team (~10 employees)
You have a strong track record of project management with a focus on execution
You build great relationships and are a strong verbal and written communicator in English
You are an analytical thinker who works with numbers on a daily basis
You have international exposure (education or work experience) or have worked with Global or Regional MNCs
