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  • Posted: Mar 1, 2023
    Deadline: Mar 31, 2023
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
    Read more about this company


    Policy Manager

    Responsibilities to include but not be limited to the following 

    • Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies 
    • Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies 
    • Spot trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions 
    • Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies 
    • Flag resource constraints, policy issues or inconsistencies timely 
    • Gather insights and offer policy suggestions based on the direct application of the policies 
    • Ensure continuous improvement of resources and materials provided 
    • Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and client’s team. 
    • Liaise directly with the Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers 

    Recommended Qualifications 

    • Proficient level of English and ideally fluent in another key language served by outsourcing site 
    • Experience in an Operations environment, preferably in an international environment 
    • Good knowledge of quality/training processes and policy enforcement in an Operations Environment 
    • High level of energy, drive, enthusiasm, initiative and commitment 
    • Excellent communication, consulting, influencing and interpersonal skills 
    • Proven track record of collaborating with cross-functional groups to produce results 
    • Passion for ensuring a world class support experience for our community 
    • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams. 

    Method of Application

    Interested and qualified candidates should forward their CV to: using the position as subject of email.

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