Head of Customer Operations & Admin Jobs in Nairobi
Head of Customer Operations & Admin Jobs in Nairobi
Our client is in international healthcare.
They seek to hire a Head of Customer Operations tasked with leading the customer service team in offering seamless customer support and ensuring customer satisfaction.
The successful candidate will be tasked with managing local and international teams, your role being crucial in making these teams work as one organization.
Key Responsibilities
Motivate individuals and the collective team to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
Contribute to change and innovation and be proactive in identifying opportunities for improvement within the team and the services offered
Drive customer centric service in all aspects that contribute to improving customer experience
Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
Produce accurate management reports and statistical information in line with formats and timescales agreed with the management, including trends and enhancement activities with quantification of operational impacts.
Manage the implementation of new contracts with the support of the subject matter experts
Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
Be a focal point for the client management team, as well as the clients
Use independent judgement and discretion to review and resolve complex issues.
Contribute in achieving departmental and company-wide goals and business plans.
Skills
& Qualifications
Bachelor’s Degree in a Business related field
Minimum of 5 years of experience leading customer service teams
Experience in the insurance or financial services industry will be an added advantage
Proven data analytics skills with experience using software such as advanced Excel, Qlikview, Tableau
Experience using process automation software such as Kofax
Clear experience in driving a team to achieve excellent customer service results
Experience of leading and implementing change
Excellent interpersonal and communication skills
Good negotiation and influencing skills
Experience leading process improvement initiatives
Excellent organisation, planning and prioritisation skills
Result-oriented, able to mobilise the team to achieve key objectives
Accountability – assumes ownership for achieving personal results and collective goals
Customer oriented
How to Apply
If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Head of Customer Operations & Admin) to
vacancies@corporatestaffing.co.ke on or before Monday 28th September 2020
N.B: We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for interview will be contacted.
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