Global Phone Servicing Manager at M-KOPA Solar

JOB PURPOSE

Responsible for global phone servicing excellence. Provide strategic direction in phone servicing for all markets and drive global best practices for phone servicing.

Key Job Functions

• This position reports to the Global Head of Retail.

Manage Relationships

• Drive collaboration for Phone servicing with Original Equipment Manufacturers to achieve the best support for In Warranty
• Drive collaboration with Approved Repair Centers to achieve excellent service
• Provide Forecast and warranty base to Original Equipment Manufacturers and Repair Centers for parts planning
• Lead internal relationships to harness the best support from internal stakeholders

Drive Efficiency & Best Practices in Phone servicing across all Markets

• Document and drive implementation of best practices in processes
• Audit and review process from time to time to ensure the best is in place
• Drive compliance in Notion documentation of processes

Data & Reporting

• Standardize and harmonize reports and reporting templates for all market
• Ensure Sanity of data & data source for all Markets by working closely with the local team for all markets
• Work closely with the local team to drive excellence in E2E Phone servicing SLA.
• Perform audits in phone returns data across all markets and ensure accuracy
• Closely monitor the key metric of the percentage of phones serviced within 10 days

Retail Expansion

• Work with the local retail person to expand Phone servicing through Depot servicing
• Draft processes
• Draft SOPs
• Measure effectiveness of depots

Performance measurement

• Devise and implement a scorecard to measure the performance of phone servicing across markets so as to encourage healthy competition and benchmark across all markets.

EXPERIENCE/ SKILLS & COMPETENCIES

• Experience weighted above academic qualifications - Bachelor’s degree in a related field is an advantage.
• 2+ years of experience in an operational role is essential.
• Strong comfort with data, analytical thinking, interpretation of trends and graphs, and KPI monitoring
• Proficiency in Excel, PowerPoint, Word, Sharepoint, and PowerBI or other data visualization systems
• Experience in retail management, inventory management, returns management, customer service, and third-party contract management is an advantage
• Clear and effective written and verbal communications
• Ability to work with and manage accountability virtually with a global team to achieve the best results
• Interpersonal skills to effectively communicate with key stakeholders and manage business expectations, and communicate effectively
• A positive, learning-oriented attitude and capacity for self-empowerment