Jobs Kenya

Job Experience: Experience of 5 – 6 years

  • Project Lead – NAWIRI

    Project Lead – NAWIRI

    Job Summary

    The primary purpose of this role is to lead the management and implementation of the USAID/BHA funded and CRS led NAWIRI project through overseeing the implementation of the component held by Concern Worldwide. The Project lead is a member of the NAWIRI Senior Management Team (SMT) that is convened by the lead partner, CRS. The SMT brings together all Nawiri project consortium leads. S/he will provide leadership and overall management of the Concern’s sub agreement portfolio with CRS.

    Main Duties and Responsibilities
    Main Duties and Responsibilities
    Program Management

    Providing overall leadership on planning, designing and the implementation of programme activities in the light of Consortium and donor strategic priorities and programme design/objectives
    Ensure timely development and execution of Concerns yearly work plans including Detailed implementation plans(DIPs), USAID/Bureau of Humanitarian Assistance (BHA)-Pipeline and resource estimate proposal(PREP) and Scopes of Works (SOWs)
    Ensure timely and appropriate technical support is availed to Concern Nawiri staff in the field and other members of the consortium as relates to nutrition. Concern roles to other Consortium partners scopes of work is technical advisory as relates to Nutrition specific activities/interventions
    Participate in Nawiri Consortium periodic and adhoc project meetings
    Ensuring compliance with organizational and donor rules and regulations, particularly with respect to financial and contract management, budget and expenditure monitoring.
    Ensure development and execution of annual budgets including periodic reviews, quarterly costed work plans and procurements plans
    Providing managerial and technical support throughout the implementation of the programme, including management of any sub-contracts.
    Lead the development and execution of Concern Nawiri assessments, surveys and evaluation
    Externally work closely with Nawiri MEAL partner to ensure Concern H&N portfolio follows the Nawiri Programme monitoring. Internally work with Concern MEAL unit to ensure Concern Sub agreement adheres to the M&E framework.
    Reporting—ensure quality and timely submission of Concern reports as outlined in the sub agreement- monthly, quarterly and annual
    Maintaining regular and transparent communication and high quality reporting on the programme.
    Lead advocacy engagement with the National and County governments on the deliverables and agenda relating to Concern’s SOW in the NAWIRI Consortium including guiding H&N policy direction for H&N at the County.
    Ensuring timely development and operationalization of advocacy, communication and visibility strategies of the programme.
    In line with Concern scope of work (SOWs) and Nawiri Knowledgement Management ensure the development and dissemination of technical products in learning events fora that includes;- County, national/regional and international forums- case studies, technical briefs, abstracts and publications
    Oversee and monitor the programme risks (including financial, logistical and other support systems, security and safeguarding) as relates to Concern’s components under the Nawiri programme and flag issues in a timely manner to the Concern Country Director, Programmes Director and/or the Nawiri Chief of Party.
    Represent Concern in the Nawiri Consortium Weekly/monthly, donor (USAID/BHA) meetings and other adhoc meeting.
    Developing and maintaining strong working relationships with other consortium members. Maintaining regular communication with the members, including negotiating scope of works, addressing requisite revisions in programme work, and addressing issues that may arise.
    Representing Concern in the consortium and serve as the key liaison to relevant government authorities (especially with National and County Governments)

    People Management

    Engage with direct reports for performance management and development through regular performance development reviews; monthly individual work plan development, implementation and review
    Participate in recruitment, induction and on boarding of new staff and provide ongoing mentorship, coaching and support for professional development.
    Manage leave planning and utilization for direct reports

    Others

    Adhere to and promote the standards outlined in the Concern Code of Conduct and associated policies to their team, beneficiaries, and be committed to providing a safe working environment
    Participating and contributing towards Concern’s emergency response, as and when necessary
    Take all possible measure to meet Core Humanitarian Standards (CHS)
    Any other duties as assigned by the line manager

    Person Specification
    Minimum Education, Qualifications & Experience Required:

    Master’s degree in Nutrition, health systems strengthening, Public Health, Nursing, Social Sciences or any other relevant field
    Proven experience (at least 6 years) of working at senior programme management and leadership role with INGOs.
    Over 5 years’ experience managing and coordinating diverse workforce-technical, national/HQ advisors etc.
    Thorough understanding of devolved health function and working with County governments.
    Proven experience on managing a large USAID grant
    Excellent written and spoken English languages skills.
    Strong analytical, interpersonal, communication and organization skills.
    Strong coordination skills specifically with the ability to effectively coordinate influence and negotiate with government.
    Ability to build and maintain effective relationships with senior representatives of donor(USAID/BHA), INGO and national and county government structures and to represent at national or international level fora
    Thorough understanding of gender/equality, protection and conflict mitigation issues.
    Strong financial management and donor compliance skills.
    Experience in the design and use of monitoring and evaluation systems.
    Experience of working in a consortium highly desirable

    Preference will be given to candidates who have:

    Proven experience in health systems strengthening highly desirable.
    Strong facilitation and time management skills with an ability to plan ahead, anticipate requirements, problems and obstacles and manage competing priorities
    High integrity and demonstrated ability to follow standards and policies
    Ability to work in a systematic and organized manner and attend to details

    Competencies required:
    This position will demand a highly motivated, committed and energetic individual who will be able to manage, engage others, influence and communicate effectively.

    Effective management
    Individual leadership
    Communicating and working with others
    Creativity and innovation
    Influence, advocacy and networking

    Interested candidates, who meet the above requirements, should send a detailed CV with three referees and Cover Letter Only to nairobi.hr@concern.net with the subject of the email as ‘Project Lead- NAWIRI’ specifying the location you are applying for on or before Monday 15th January 2024. Only short-listed candidates will be contacted for interview.

    Apply via :

    nairobi.hr@concern.net

  • Program Coordinator Nurse

    Program Coordinator Nurse

    Scope
    The Program Coordinator is responsible for the implementation of IRCs high quality, innovative programs in close coordination and collaboration with the field coordinators and program managers in the various program locations. The role has a particular focus on driving program implementation, leading the program managers in implementing high quality projects with particular attention to translating program quality standards into actions, enabling the program integration plans and supporting expansion into newly accessible geographic areas. S/he will ensure timely and effective planning, budgeting, program delivery, and coordination in all IRC program locations. The PC will provide a focus on outcomes, client responsiveness, and represent IRC programs to major stakeholders, relevant government authorities and other program partners in the field.
    Responsibilities
    Program Implementation

    Ensure effective grant start-up, progress towards program deliverables is systematically tracked using key indicators and actions are taken as a result of this monitoring.
    Lead the field team in annual program design review and planning process to develop annual work plans and budgets that meet the needs of both the beneficiaries and the donors.
    Ensure adherence of program implementation with donor and IRC policies.
    Lead in the development of programme work-plans with clear objectives and achievement benchmarks, long-term and short-term priorities, implementation plans, financial projections and tools for evaluation.
    Ensure the alignment of workplans with IRC and project plans and continuously review progress of IRC and partners implementation.
    Program Budget holder: Coordinate with the finance, grants and partnership department and support program managers to ensure sound budget development and spending oversight through the use of adequate financial management tools, including regular BVAs and spending plans review.
    Inventory management: Support the development of relevant tools to support requestion, utilization and report of supplies at different service delivery pints and ensure effective linkages with the inventory management system.
    Ensure effective forecasting and launch of procurement processes from programs team and ensure appropriate tracking of commodity utilization.
    Conduct supportive supervision of IRC programs ensuring effective utilization of resources (human, financial, equipment, infrastructure). Facilitate and actively participate in joint supervision visits with the technical coordinators, finance, grants, supply chain coordinators.
    Coordinate high-level reporting on program implementation win collaboration with the grant officers. Ensure that donor reports produced by the programs team effectively demonstrate the impact of IRC’s interventions.
    Ensure program coordination where there are cross-cutting themes and work together with the managers to effect this according to program work plans. Foster program integration among IRC sectors and with partners in line with programmatic needs and donor commitments.
    A member of the Emergency Team in the field and support scale up of interventions at the sudden onset humanitarian response and during the deployment phase.

    Business Development

    Lead the field level proposal development process in conjunction with grants officers and conduct final review in collaboration with the operations, finance, and HR grants managers. Ensure high quality and accuracy of proposals coordinating and consolidating operational, technical and strategy input.
    Conduct engagement with key stakeholders, donors, and other funders in collaboration with the Field Coordinator and under guidance of the Senior coordinator for Program Implementation and the Senior Grants Coordinator.
    Represent the IRC Kenya with humanitarian donors including accompanying strategic donors on field site visits.

    Partnerships

    Contribute to achievement of goals related to the SAP partnerships ambition including identification and onboarding of Strategic Partners
    Embody and model IRC values related to partnerships (partner as equals, partner first etc.) and lead this approach in implementation of IRC projects in the project locations.
    Enable development and maintenance of strategic partnerships with local organizations.
    Provide support to partnerships team to address any program implementation challenges in the field.
    Regularly report on progress on partner implementation and work with the field coordinator to clear any inter-departmental obstacles.

    Representation and Advocacy

    In coordination with the Field Coordinator, actively develop and maintain effective working relationships with stakeholders including local communities, government actors, UN agencies, international and local NGOs, and other relevant actors.
    Liaise with county and governments, donors, NGOs, and other operational partners in the field via attendance at meetings, consultations, and other forums.
    In coordination with the Field Coordinator, organize for and facilitate donor and other stakeholder visits supporting staff in the smooth design and running of field visits including development of program updates.
    Identify areas of programming that need advocacy and share with the Advocacy department at IRC.

    Monitoring, Evaluation, Accountability & Learning

    Facilitate internal and external monitoring of program implementation ensuring adherence to work plan, adaptation to evolving situation. Custodian for the implementation of follow up actions from field monitoring visits in conjunction with the program managers and field coordinator.
    Together with the program manager and M&E manager, support monthly program performance reviews and analysis ensuring translation to progress analysis and program adaptation.
    Provide inputs to regular data quality audits (DQAs) and joint monitoring visits with the MEAL team.
    Together with the technical and MEAL team align planned assessments with program needs.
    Contribute to the implementation, and analysis of all assessments and surveys.
    Lead in organizing and conducting sector specific integrated supportive supervision to all IRC project sites and health facilities.
    Review and adoption of data and inputs to the Annual Statistics activities
    Enhance the use of Program Indicator Dashboard (PID) and other MEAL-related technology for program implementation at the field level.
    Coordinate with the client responsiveness manager to ensure client feedback is reflected in program implementation and used strategically to adapt programming and organizational policies were applicable.

    Staff Management and Development

    Coach direct reports with the aim of strengthening their program management capacity, exchanging knowledge within the team, and providing professional development guidance.
    Supervise and mentor direct report staff, including communicating clear expectations, setting performance objectives, providing regular and timely performance feedback, and providing documented semi-annual performance reviews.
    Promote and monitor staff care and well-being; approve and manage all leave requests to ensure adequate coverage.
    Lead and model successful adherence to IRC’s Global HR Operating Policies and Procedures.

    Country Program Management

    Actively participate in and contribute to strategy discussions, including SAP revision processes
    Stay updated on new IRC priorities, policies, or process updates and ensure Grants & Partnerships and MEAL units are informed of any changes.

    Qualifications

    Master’s degree or equivalent experience in international development or related subject. Qualifications in IRC core sectors (Health, Nutrition, WASH, Food Security) will be preferred.
    At least 6 years of experience working in program management Demonstrated experience in program management, project design and use of project design tools.
    Experience managing programs in relevant technical area(s) that may include, health, reproduction health, Nutrition, Gender, protection, women empowerment, economic strengthening, and WASH.
    Should possess minimum 5 years experiences in humanitarian and development work including managing humanitarian relief and/or development programs in areas affected by large scale displacements due to conflict and chronic food and nutritional insecurity.
    Demonstrated experience in supervising and mentoring staff and with strong commitment to staff capacity development; Demonstrated qualities of leadership, sensitivity to cultural settings, communication skills, commitment, and sound judgment.
    Knowledge and experience of government systems
    Aptitude to adapt to a different context regarding security, culture, climate, or health issue, demonstrated by experience outside of country of origin.
    Demonstrated attention to detail, ability to follow procedures, meet deadlines, and work independently and cooperatively with team members.
    Fluency in English in addition to superior writing/editing and budget skills
    Good communicator with strong organizational, time management and analytical leadership skills
    Excellent inter-personal, cultural, and diplomatic skills
    Working in a Non-governmental organization will be an added advantage.

    go to method of application »

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

    Apply via :

  • Medical Equipment Sales Rep

    Medical Equipment Sales Rep

    Our client, a dealer and distributor of physiotherapy equipment in Nairobi seeks to recruit Medical Sales Reps who will be responsible for selling the products to a variety of customers including hospitals, doctors, pharmacies, medical institutions and medical NGOs. He/she will work strategically to increase the product’s awareness and the company’s medical products.
    The job holder will be required to make presentations and organize group events for healthcare professionals, as well as working with contacts on a one-to-one basis. Additionally, they will provide upto date information on products and advise clients on the products available that can suit their needs. Knowledge of the products is of utmost importance in this position.
    Reports to: Marketing & Sales Manager
     Duties and Responsibilities
    As Medical sales representatives you are the company’s key link between hospitals, doctors, medical facilities, pharmacies and any other medical institution.
     
    As a medical sales representative, you will need to:

    Arrange appointments with doctors, pharmacies and hospital medical teams, which may include pre-arranged appointments or regular ‘cold’ calling to market the product with the goals of selling the products
    Make presentations to doctors, health facilities, health institutions and other potential clients to demonstrate with clarity about the products and after the sales-service
    Build and maintain positive working relationships with clients and office support staff and ensure clarity in communication
    Manage the budgets for catering, conferences and hospitality when facilitating client training
    Keep detailed records of all client contacts
    Market and win new customers, as well as develop long-term relationships with existing ones ensuring retention of customers
    Meet and, if possible, exceed sales targets, regularly monitoring your business plans to make sure you achieve and surpass the target
    Plan daily, weekly and monthly timetable schedule and develop a target for each period in marketing and sales driven activities.
    Regularly attend company meetings, technical data presentations training and briefings
    Keep up to date with the latest clinical data supplied by the company, and interpret, present and discuss this data with clients during presentations
    Analyze sales data to improve results and make sure resources are effectively allocated
    Monitor competitor activity and competitors’ products to leverage on company’s strength against the competitor
    Keep up to date with new developments in the medical market industry, anticipate potential negative and positive impacts on the business and adapt strategy accordingly
    Develop strategies for increasing opportunities to meet and talk to contacts in the medical and healthcare sector
    Ensure our clients are up to date with the company’s latest products and product functionality by having regular training sessions with the users.
    Stay informed about the activities of health services in your particular territory
    Identifying customers’ needs and recommending company products that best fulfill those needs.
    Maintaining solid working relationships with new and existing customers by providing excellent after-sales service.
    Researching competitors’ products, pricing, and market success to give feedback to management periodically.
    Promptly submitting purchase orders to the relevant department.
    Preparing sales reports as well as territory analyses and submitting them to management.
    Pursue continuous learning and professional development and stay up-to-date with latest medical data
    Build and maintain strong relationships with key customers across multiple settings
    Promote products ethically and within compliance based on company’s sales process and approved marketing strategy
    Monitor and analyze data and market conditions to identify competitive advantage
    Keep accurate records and documentation for reporting and feedback
    Odoo CRM Utilization:

    Utilize Odoo CRM for efficient management of customer relationships.
    Enter and maintain detailed records of all client contacts, ensuring accuracy and completeness.
    Generate reports and analyses using Odoo CRM to monitor sales performance and track progress

    Qualifications

    Bachelor’s degree- Technical med field.
    Minimum 5 years’ work experience in the same field.
    Networking, managing relationships, persuasiveness, negotiation, aggressive, people skills.
     Technical product knowledge/background.

    Applicants who meet the requirements stated above should send their updated CV and cover letter with a day –time Telephone number to the email address: jobs1@hcsaffiliatesgroup.com  with Medical Sales Rep on the Subject line. Only shortlisted candidates will be contactedCandidates MUST indicate their Current and Expected salaries  

    Apply via :

    jobs1@hcsaffiliatesgroup.com

  • End Term Evaluation Consultant for the Circular Economy: Business from Waste for Women

    End Term Evaluation Consultant for the Circular Economy: Business from Waste for Women

    Objectives of the end-term evaluation

    To highlight project successes and challenges throughout the project implementation.
    To assess the project impacts by identifying changes in people’s lives and livelihoods and in TTS practices.
    To identify key lessons learnt from the project.
    To provide recommendations to inform the planning of Phase II of the project (2024-26) as well as the exit strategy/project phase out.

    Scope of the Evaluation
    The evaluation will cover every year of the implementation between June 2021 to December 2023.

    Implementation strategies;
    Program partnerships;
    Monitoring aspects of the project;
    Sustainability of results achieved;
    Scalability of the project results
    Conclusions and lessons learnt
    Recommendations for Phase II

    The geographical area of focus will be Nairobi and Mombasa specifically TTS operation sites in Dandora and Kitengela dumpsites in Nairobi as well as Mwakerunge dumpsite in Mombasa. The evaluation should focus on the programmatic aspects, with less focus on the financial aspects as this was already covered as part of the annual audits. Financial aspects should however be considered in case they have relevance to e,g, the partnership or sustainability aspects of the project.
    Required Expertise and Qualification

    At least 6 years of experience of designing and implementing Program and Project evaluations (essential)
    5 years’ experience and knowledge of facilitating participatory evaluation processes as a team leader (essential)
    Experience of evaluating projects and programmes with socio-economic focus preferably in environmental and/or waste management sectors. (required)
    An advanced degree in Development Studies, Project Management, with field experience (essential).
    The consultant should have broader experience working with relevant environmentally friendly and acceptable approaches including Do no harm (DNH).
    The consultant should be able to complete and submit the assignment within 30 days of engagement.
    Ability to travel to remote and often insecure project areas with support from FCA team

    For the full RFP which includes the instructions for the preparation and submission of the proposal, the rules that govern the application process and the relevant forms please do write an email to kenya.tender1@kua.fiFor all enquires, we ask that you clearly state in the subject line of the email “Enquiries – End Term Evaluation Consultant for the Circular Economy: Business from Waste for Women ” and the area of concern in the body.All proposals must be submitted by mail and please state in the subject line “End Term Evaluation for the Circular Economy: Business from Waste for Women”.All applications must be received no later than 2259 hours on December 3, 2023.

    Apply via :

    kenya.tender1@kua.fi

  • Senior Legal Counsel

    Senior Legal Counsel

    Purpose:

    To provide consistent and reliable legal services to the Organization by ensuring compliance with statutory requirements as well as principals and other stakeholder requirements, with due regard to risk management. The role is responsible for providing and innovative solutions on compliance, communication and training and drafting, review and proper execution of contracts running with various legal projects that may arise from time to time and continuously managing external relationships, as they relate to the role.

    Key Responsibilities
    Compliance Management

    Review of all relevant statutory laws and regulations applicable to the Company and ensure compliance in line with best practice.
    Ensure that business activities are conducted in conformity with all applicable laws, regulations, internal policies and procedures.
    Ensure that all regulatory permits, licenses and approvals remain current and appropriate for business needs.
    Continual compliance risk assessment of company practices and ensure update of internal policies and procedures, compliance training and protocols, as required.
    Keep abreast of regulatory developments and industry initiatives with regular reports and recommendations on initiatives to Chief Legal and People Officer.
    Provide reporting with respect to regulatory requirements and developments.
    Develop compliance checklists and prepare compliance reports, as and when due.
    Inform the Internal Audit unit of any findings as regards non-compliance that may require investigation.
    Participate in Business Process Re-engineering exercises to ensure adequate controls therein.
    Carry out review of contracts and legal documents to ensure applicable regulatory laws are incorporated.
    Preparation of compliance documentation with relevant constitutive documents for statutory, legal, regulatory purposes.

    Advisory

    Provide accurate and timely legal advice and guidance on various matters affecting the Company relating to amongst others, obligations, rights, risks, labour and employment, regulatory developments in order to limit legal exposure for the Organization.
    Review and where necessary prepare corporate procedures, policies and programs.
    Prepare communication and conduct training for company staff to ensure understanding, uptake and compliance of the procedures, policies and programs.
    Monitor implementation of procedures, policies and programs.

    Data Protection

    Advise the company on data protection regulations and requirements.
    Work with Business and key stakeholders in developing implementing and maintaining data protection policies and procedures and ensure compliance.
    Work with stakeholders to ensure that the Organisation processes personal data of its staff, customers, suppliers and providers in compliance with applicable laws and regulations.
    Development and implementation data management plans.
    Develop and implement a continuous training program for key stakeholders on data compliance.
    Oversee the maintenance of records required to demonstrate data protection compliance.
    Supporting data incident response and data breach notification procedures.
    Provide updates to business on Data Protection Compliance Program.

    Contracts, Leases and Other Legal Documents Management

    Negotiation, drafting, review and execution of legal documents (contracts, non- disclosure agreements, MoUs, term papers, leases, licences etc).
    Ensure all legal agreements and contracts entered by the Organisation are legally sound and minimise risks and other exposure.
    Report to Chief Legal and People Officer on contract status, legal risks and business terms of various deals.
    Maintain a record of all contracts and develop a compliance matrix for the agreements.
    Lead discussions on renewal and/or variation of terms, implementation in liaison with end users
    Liaise with external counsel to ensure engrossment, execution and registration of all leases and licences.
    End to end management of legal documents including execution, dating, sign off and ensuring safe custody.
    Maintain, monitor and update the index of all legal documents and files to ensure integrity of legal files, contracts and records management and archiving system.

    Company Matters

    Work with Chief Legal and People Officer in the preparation of board and shareholder meeting papers and/or packs, as required.
    Effect approved transfer of shares and changes to board and shareholding for subsidiary companies
    Ensure annual returns as well as other returns for all Group companies.
    Manage documentation and filings of all board and shareholding related documents including minutes and resolutions.
    Maintain and ensure continuous update of the index of legal documents related to subsidiaries, their shareholding and directorships i.e., complete and accurate information and documentation, complete hard copy files and on-line back up with regular reports to Chief Legal and People Officer.
    Registration of IPR- Trademarks, trade names, logos and other IP.
    Maintain an index of the Group’s IPR documentation and files with regular reports to the Chief Legal and People Officer.

    Litigation

    Work with Chief Legal and People Officer in managing litigation matters including demands and claims served on and received by the Company.
    In consultation with relevant departments, prepare detailed briefs and instructions to external counsel.
    Preparation of detailed instructions to external counsel with required statements and documentation within set timelines.
    Review pleadings and witness statements and ensure filing within the statutory timelines.
    Prepare and maintain litigation files and records.
    Negotiation and settlement of legal fees as per the Remuneration Order and within budgetary allocations.
    Maintain a calendar of strategy meetings with external counsel on all pending matters with a record of minutes and agreed actions with continuous monitoring.
    Maintain an updated schedule of all litigation matters with monthly status report to Chief Legal and People Officer.
    Maintain a diary of all litigation and liaise with external counsel in getting the updates, ensure pre-trial briefings and ensuring court attendance by witnesses.
    Maintain and update litigation status report for all litigation involving the business.
    Respond to queries and issues raised by internal users and external counsel on litigation.
    Close day to day issues related to claims and demands as they arise.

    Stakeholder Management

    Establish working contacts with legal service providers, regulatory and governmental bodies such as Business Registration Service, Lands Ministry, Competition Authority, Communication Authority, County Governments, NTSA, Kenya Police Service.
    Manage external relationships and legal partners as they relate to the role.
    Ensure service levels agreed with internal customers are met and maintained.
    Continuously monitor and review agreed service levels with external counsel with monthly reports to Chief Legal and People Officer with recommendations on improvements.

    Legal Projects

    Lead in execution of various legal department projects including providing sound legal advice, records management and reporting.

    Required Qualifications and Experience
    Academic Qualifications

    Bachelor of laws, LLB from a recognized University.
    Diploma from the Kenya school of Law.

    Professional Qualifications

    Advocate of the High Court of Kenya.
    Current practicing certificate.

    Experience

    5 – 6 years’ experience in a busy legal environment.

    Skills

    Excellent and effective communications skills, both orally and in writing.
    Results oriented individual able to work under pressure and meet deadlines.
    Excellent analytical skills.
    Self-motivated individual able to operate in a performance driven environment with minimum supervision.
    Excellent interpersonal skills.

    Applicants should forward their applications to vacancies@simbacolt.com on or before COB 24/11/2023. Applicants should indicate the job title in the subject line of their email.

    Apply via :

    vacancies@simbacolt.com

  • Assistant Manager – Customer Experience Business Development Officer – Alternative Channels Investment & Relationship Officer

    Assistant Manager – Customer Experience Business Development Officer – Alternative Channels Investment & Relationship Officer

    Job Ref. No: JLIL188
    Role Purpose
    The main purpose is to play a key role in ensuring the efficient resolution of customer inquiries, complaints, and concerns across various touchpoints, while maintaining a high standard of customer support. In addition to supervising the team’s training and empowerment, this role involves analysing premium and policy statuses for portfolio retention and proactively engaging with clients to prevent policy exits. Furthermore, the role is responsible for overseeing the implementation of customer experience projects and supervising conservation, branches, service centre, and call centre teams to deliver exceptional service, enhancing overall customer experience.
    Main Responsibilities
    Strategy

    Oversee implementation of customer experience strategy at various customer touch points to retain and strengthen existing business. Collaborate with cross-functional teams to ensure seamless integration of the strategy into day-to-day operations.
    Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment. Monitor key performance indicators (KPIs) and metrics to assess business performance and identify areas for enhancement.
    Conduct comprehensive market research and analysis to identify emerging trends, competitive landscapes, and evolving customer needs. Utilize findings to influence strategic decision-making and stay ahead of industry developments.
    Conduct financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability. Collaborate with internal teams to implement system enhancements and automation, driving operational efficiency.

    Operational

    Ensure that customer support activities and projects deliver measurable and significant value to the businesses and meet customer retention targets.
    Drive necessary changes for the improvement of operational and organizational efficiency at all customer touch points.
    Collaborate with sales, marketing, underwriting, and claims teams to ensure a consistent and seamless customer experience across all touchpoints.
    Develop initiatives that will ensure conservation of policies as per agreed set persistency targets.
    Ensure adherence of the agreed Turn Around Times on customer requests at all customer touch points
    Ensure reduction of in force and Lapsed Premium Deposit as per agreed targets.
    Manage the in force and lapsed book and target reinstatements to meet persistency targets.
    Approve Policy re-instatement and re-dating based on the defined authority matrix.
    Handle enquiries and support different types of policy alterations and policy servicing on different types of products efficiently and effectively. Prepare policy endorsements and contract provisions for policy changes.
    Identify and leverage innovative technologies and digital solutions to enhance customer experience and streamline service delivery.
    Monitor defined key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to track performance and drive continuous improvement.
    Supervise the service centre team Lead, ensuring efficient and personalized support to customers regarding policy administration, claims, and other inquiries.
    Supervise the Call centre Team lead, ensuring high-quality interactions with customers through various communication channels, such as phone, email, and live chat.
    Collect and analyse customer feedback and insights to identify trends and areas for improvement in products and services.
    Coordinate and track enquiries from all Agency offices and branches.

    Corporate Governance

    Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of insurance servicing.
    Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
    Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
    Compliance: Stay updated with insurance regulations and best practices to ensure compliance with industry standards
    Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
    Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

    Leadership & Culture

    Building the team capabilities and ensuring adequate succession planning within the department
    Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
    Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
    Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization’s objectives.
    Conduct regular performance evaluations, set goals, and provide constructive feedback to team members.
    Identify training and development needs based on performance gaps and take appropriate action.

    Key Competencies

    Leadership: Ability to lead and motivate a team, set clear expectations, and provide guidance and support.
    Relationship Building: Strong interpersonal skills to build and maintain positive relationships with policyholders, team members, and other stakeholders.
    Communication: Excellent verbal and written communication skills to effectively convey information and address customer inquiries and concerns.
    Problem-Solving: Strong analytical and problem-solving skills to identify root causes of policy cancellations and implement effective solutions.
    Customer Focus: Dedication to providing exceptional customer service and ensuring high levels of customer satisfaction.
    Team Management: Ability to manage and supervise a team, delegate tasks, provide feedback, and promote teamwork and collaboration.
    Conflict Resolution: The ability to handle conflicts and difficult situations effectively, mediate disputes, and find resolutions that satisfy both the customer and the organization.

    Qualifications

    Bachelor’s degree in Insurance, Finance, Business, Marketing or any other related course
    Diploma in Insurance
    LOMA/CII/IIK Qualification will be an added advantage.

    Relevant Experience

    Minimum of 5-6 years’ work experience in a similar role.
    A strong understanding of life insurance products, policies, and regulations
    Proficiency in customer relationship technologies and customer relationship management (CRM) systems.
    Ability to analyze data and identify trends or patterns

    go to method of application »

    If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 27th November 2023. Only shortlisted candidates will be contacted.

    Apply via :

    Recruitment@jubileekenya.com

  • IT Quality Assurance

    IT Quality Assurance

    Duties and Responsibilities
    Test Planning and Strategy:

    Collaborate with project stakeholders to develop detailed test plans, including scope, objectives, resources, and schedule.
    Define test cases and criteria for various types of testing (e.g., functional, regression, integration, performance).

    Test Execution:

    Conduct thorough testing of software applications, systems, and infrastructure to identify defects and areas for improvement.
    Document and report test results, including defects, to the development team.

    Defect Management:

    Track, prioritize, and manage defects using designated tools or systems.
    Collaborate with development teams to ensure timely resolution of identified issues.

    Automation Testing:

    Develop and execute automated test scripts using industry-standard tools (e.g., Selenium, JUnit).
    Continuously seek opportunities to enhance automation coverage and efficiency.

    Regression Testing:

    Perform regression testing to validate software changes and updates.
    Monitor and maintain regression test suites for optimal coverage.

    Performance Testing:

    Conduct performance and load testing to evaluate system stability, responsiveness, and scalability.
    Analyze and report performance metrics to guide optimization efforts.

    Documentation:

    Create and maintain detailed test documentation, including test cases, test data, and test scripts.
    Generate comprehensive test reports for project stakeholders.

    Collaboration and Communication:

    Work closely with cross-functional teams, including developers, business analysts, and project managers, to ensure alignment on testing objectives and priorities.
    Communicate effectively to articulate testing progress, issues, and recommendations.

    Qualifications:

    Bachelor’s degree in Computer Science, Information Technology, or a related field.
    5-6 years of experience in IT quality assurance or testing roles.
    Proficient in manual and automated testing methodologies.
    proven work experience in software development – writing clear, concise, and comprehensive test plans and test cases
    Strong understanding of testing tools and frameworks (e.g., Selenium, JIRA, TestRail).
    Experience with version control systems (e.g., Git).
    Experience with coding languages e.g. JAVA
    Experience with at least one scripting language e.g. Python
    Experience with a relational database system e.g. MySQL, PostGreSQL
    Experience with SQL scripts and database administration

    If you are up to the challenge, possess the necessary qualifications and experience; please send your application letter and CV only quoting the job title on the email subject (IT Quality Assurance) to hr@sportpesa.co.ke by 24th November 2023. Only short-listed candidates will be contacted for interview.

    Apply via :

    hr@sportpesa.co.ke

  • Finance Manager Internal Controls & Reconciliation Senior Officer – Marketing and Communications

    Finance Manager Internal Controls & Reconciliation Senior Officer – Marketing and Communications

    The main responsibility of the job holder will be to apply established policies, processes, procedures and tools to achieve optimal efficiency, compliance and strong control environment.
    JOB DESCRIPTION

    Overall coordination and overseeing the audit of the Bank and providing correspondences to the internal and external auditors.
    Reviewing the financial statements to ensure they are accurate and the necessary disclosures made to comply with International Financial Reporting Standards and other regulatory requirements.
    Communicating with the various heads of department and management on issues arising from internal controls and audits.
    Substantiation of Banks trial balance and ensuring reconciliations are done on all balances.
    Preparing monthly risk factors and corrective action and tracking for all units.
    Reporting on the execution of the enterprise strategy and financial plans.
    Cash flow analysis, forecasting and management.
    Champion the bank’s risk management process by ensuring adherence to Policies, procedures and Regulatory requirements.
    Managing all reconciliation processes for all suspense and Bank Accounts
    Managing daily production and reviewing of all returns supporting the banks operations.
    Investigating and identifying any data anomalies, researching data and proactively addressing any reporting issues.
    Maintaining accurate records and exercising quality control on all bank returns.
    Overseeing and implementing Risk and Compliance programs.
    Raising appropriate correction entries based on reconciliations outcome and liaising with branches and Operations department for necessary adjustments.
    Reviewing Mid-month and End month reconciliations for all branches.
    Compiling all bank end of month returns.
    Representing Finance department in the Operations and Risk Committee on a monthly basis.

    KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE

    A business related degree from a reputable university
    CPA (K)
    5 – 6 years’ experience 3 of which in a supervisory level.
    High level of oral, written communication skills, and proven analytical abilities to analyze interpret resolve, change workflow, and improve productivity.
    Understand the impact of service and assigned roles on customers
    Knowledge of the RMFB procedures and processes
    Innovative and provide sound solutions for improvement in terms of best practice.
    Ability to perform under pressure and accept varied responsibilities
    Excellent time management skills to perform efficient and productive work
    Proven problem solving and investigative skills
    Innovative and open minded
    Proper escalation of any challenges faced so as to seek solutions for the same.

    go to method of application »

    Interested candidates are requested to send their cover letter and CV to hr@rafiki.co.ke quoting the position applied for on the e-mail subject on or before 26th November 2023 at 5:00pm.

    Apply via :

    hr@rafiki.co.ke

  • IT Support Specialist Senior Actuarial Valuations Specialist Junior Actuarial Valuations Specialist Solutions Architect/Developer

    IT Support Specialist Senior Actuarial Valuations Specialist Junior Actuarial Valuations Specialist Solutions Architect/Developer

    Job Description
    The Service Delivery specialist is responsible for effective execution of ITIL disciplines within the OMAR Central Technology – Service Engineering business . The successful candidate is responsible for proactively managing the delivery of IT services to enable business and strategic outcomes of a specific business segment or client area.
    Experience with IT projects, vendor management, ITIL processes, software deployment technologies and customer relationships is an advantageous prerequisite.
    The primary purpose of the Service Delivery specialist is to support the smooth running of the OMAR Business applications and its infrastructure services. The role oversees a number of key IT Support functions within the OMAR Business. The IT operations processes will be followed namely; Incident, Problem, Service Request and IT Change Management. The second purpose is to assist in the maturing of all the ITIL disciplines. The individual will be responsible for achieving results through own efforts. 
    Key responsibilities:
    Incident Management 

    Facilitate the recovery of all incidents with appropriate reporting and notifications to key Stakeholders.
    Manage persistent incidents from Trend analysis and or Management Escalations
     Proactively and effectively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
    Provide input for Monthly MIS Reporting
    Drive incident resolution to ensure they are resolved within SLA
    Ensure incidents that require change are resolved as per requirement (before business impact

    Change Management

    Ensure changes meet requirements
    Assist team with changes if required to ensure they meet SCMG/ QAG management, etc. requirements
    Review changes to confirm 
    Weekly and Monthly Reporting
    Attend CAB

    Problem Management

    Ensure resolution of problems within timelines
    Attend Problem management forum
    Weekly and Monthly Reporting
    Drive RCA
    Drive solution delivery of RCA outcomes

    Capacity and Availability Management (where applicable)

     Responsible for capacity planning with Technology owners 
    Pro-actively monitors all environments.
    Complete daily system health checks
     Ensure application monitoring – enablement and implementation

    Service Request Management (where applicable)

    Effectively manages BSR’s logged and drives completion .

    Reporting and Documentation

     Weekly and Monthly reports support BP reporting
    Weekly stakeholder reporting (Incident/BSR)
    Ensures Service Descriptions are updated
    Ensure IT Recovery Plans are updated

    Technical Consultation

    Acquires and applies knowledge of business processes, procedures, policies and practices.
     Provides technical advice and consultation to the business.
    Leads others in technical initiatives across platforms/environments e.g. cost saving, timing
    IT Service Delivery Management
    Manage the multiple suppliers to give the optimal mix of flexibility, innovation, standard and consistent service. 
    Act as the custodian of IT service management processes and procedures to be deployed across the enterprise and ensure they are followed. 
    Play a pivotal coordinating role in all service management processes. 
    Stay ahead of the Curve on advanced global service management. 
    improvements, tools, processes, and practices. 
    Drive a culture of continuous improvement across the service delivery an supporting technology teams 
    Act as the point of contact for all service delivery escalations e.g. Major Incidents and work across the value chain to ensure successful resolution. 
     Monitoring customer satisfaction ratings to identify emerging issues and to implement remedial action. 
    Work within a DevOps environment, collaborate with development teams and ensure smooth transition of products into operations. 
    Ensure optimal use of Service Engineering technologies by technology teams e.g., Service Now & Dynatrace (where applicable)
    CMDB ensuring clean & flawless datasets across the estate. 

    Role Requirements

     Matric qualification 
    Appropriate IT qualification,  ITIL V3 Foundation Certification would be hugely beneficial
     5-6 years practical technical support experience. Broader knowledge across platforms.
    A good understanding of any of (proof of experience) IT Maintenance and Support functions
    Standby availability (after hours)
    DR facilitation and roll-out management
    Expedition of infrastructure upgrades
    Monitoring enablement implementation and supervision 
    AND 
    Must have IT Demand Management and IT Delivery Management experience. 
     Experience as an agile practitioner and knowledge or experience of other delivery methodologies e.g. Kanban etc. 
    Knowledge and deep understanding of ITSM – Information Technology Service Management 

    Competencies

    Strong relationship management and interpersonal skills 
    Adequate stakeholder management 
    Collaboration (Relating) 
    Customer First 
    Execution 
    Innovation (Perspective) 
     Personal Mastery (Learning) 
     Strategic
    Work well under pressure

    go to method of application »

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

    Apply via :

  • Assistant Business Development Manager (EMC)

    Assistant Business Development Manager (EMC)

    Job Purpose:
    Reporting to the Head of SMEs & Alternate Channels, the role holder will be responsible for developing assigned channel(s), growing regional presence & diversifying product portfolio to provide sales-related support to the EMC distribution channel(s) with an aim of growing the revenue and number of customers within the emerging consumer segment. They will drive an increase in the number of Retail customers and retail sales and drive retention among Retail customers using Retail products.
    Key responsibilities:

    Mandate to drive and source top-line growth in Sales to EMC through intermediaries (Brokers, IFA, and FA).
    Coordinate sales of EMC products across all channels to ensure consistent customer experience
    Drive progress towards EMC’s goal to increase the total number of EMC intermediaries, Partners, and customers via its products.
    Coordinate with EMC Heads of SMEs and Alternate channels on the intermediaries sales strategies
    Manage relationships with clients, intermediaries and partners
    Gather marketing intelligence and statistics to facilitate the development of strategies to give the company a competitive advantage in the Microinsurance space.
    Participate in the new product development lifecycle
    Assist in creating incentives for channels.
    Adhere to sales tools uptake and usage for channel growth, reporting, and management
    Diversify emerging consumers’ product portfolio to meet risk protection and investment needs of target consumer segments.
    Create, manage, and retain winning partnerships with key product delivery stakeholders
    Manage sales costs to ensure profitability.
    Ensure the credit policy for the company is adhered to.
    Ensure retention of clients, intermediaries, and partners as per segment targets.
    Perform any other duties as may be assigned from time to time.
    Delegated Authority:  As per the approved Delegated Authority Matrix

    Knowledge, experience, and qualifications required:

    Bachelor’s degree in a business-related field
    Professional qualification in Insurance (ACII, AIIK) an added advantage
    COP Compliant an added advantage.
    5 – 6 years of sales management and business development experience in the financial services sector at least 1-2 of which should be in a sales management position.

    Technical/ Functional competencies:

    Knowledge of insurance regulatory requirements
    Knowledge of insurance products
    Sales and marketing management skills

    Apply via :

    britam.taleo.net