Customer Delivery Manager at MasterCard

Reporting Line: Incubation Lead
Work Location: Kenya, with frequent travels Tanzania, Uganda, India and Ghana
Job Type: Contingent Worker
Contract Duration: Initial period of 12 months with opportunity for renewal

Job Summary

The Customer Delivery Manager will be responsible for Solution Deployment, Customer Trainings and Customer support across our target markets. Specifically the CDM shall be responsible for designing and executing scalable solution training tools tAgribusinesses and channel partners; work with developers tdesign and execute a scalable solution deployment model; Work with In country Project Manager testablish a scalable solution support and drive tadoption model.

Responsibilities

• Design and execute customer solution trainings
  
  • Design the MFN solution training manual for channel partners like banks and Agribusiness customer
  • Train channel partner users tbe Master trainers of MFN ttheir client base of agribusinesses
  • Train Agribusiness users tbe proficient in solution usage
  • Obtain training feedback from users
• Drive customer solution deployment
  
  • Work with Solution Developers testablish a scalable MFN solution deployment model tcustomers and channels
  • Deploy MFN ttarget clients in liaison with solution developers
  • Work with the deployed client tensure proficiency in knowledge transfer
  • Provide regular update on the status of client training and deployment
• Drive Agribusiness customer experience management & post deployment support
  
  • In liaison with the country Project Manager, work with the on boarded clients in establishing support structure for MFN within their enterprises
  • Train the client support teams on frequently asked question and basic trouble shooting tensure product knowledge transfer
  • Identify, channel and follow up on all product technology support items and feedback tthe solution developers/engineers
  • Provide regular update on support items as reported by clients
• Drive Channel customer experience management & post deployment support
  
  • In liaison with the country Project Manager, work with the on boarded channels namely banks, government and NGOs in establishing support structure for MFN within their enterprises
  • Train the channel customer support teams on frequently asked question and basic trouble shooting tensure product knowledge transfer
  • Identify, channel and follow up on all product technology support items and feedback tthe solution developers/engineers
  • Provide regular update on support items as reported by channel customers
• Support In country PM on drive tsolution adoption
  
  • Interface with customers as needed tdrive solution adoption and address issues / challenges arising
  • Set and Track daily solution adoption targets with clients and escalate issues that need management attention
  • Work with the MFN team tdesign and implement the project support model, including testing what support approach is most effective on the ground
  • Work closely with the MFN team in defining requirements for the products based on feedback from users
  • Performance Management and Reporting
  • Proactively design and implement product performance targets for all MFN clients
  • Develop and share status reports on a weekly basis
• Other responsibilities that might be assigned by the supervisor

Key Skills/Experience

• Experience in designing mobile technology training materials for digitally low skilled consumers e.g. farmers and the elderly
• Experience in conducting Master and TOT training tadults and digitally low skilled persons
• Experience in deploying mobile based solution tenterprises in rural settings of Africa

Qualification

• University Degree (or its equivalent) in IT or Software Engineering
• Professional qualification as a Trainer for adult and digitally low skilled persons