Openings at Kyosk Digital Services

Role Purpose

• Responsible for the management of timeline and accurate reporting both management and statutory for the country by overseeing the accounting and reporting team
• Responsible for budgeting, forecasting and business performance elaboration including variance analysis and actuals vs budget for the country
• Treasury management and cash flow forecasting including monitoring of burn
• Management of outsourced business partners; statutory auditors, tax consultants, company secretarial, legal and insurance
• Take direct charge of the provision of business planning and financial analysis, information and insights which enable the various departments of Kyosk Digital Services to make appropriate business decisions with the help of the business analyst
• Be a strategic finance Business Partner and provide support for operations and commercial teams
• Take direct charge of the system of internal controls, risk and governance working closely with the IC&PO Manager
• All aspects of legal entity controllership
• Lead and own the adoption of global best practices defined in the business to bring about best practice institutionalisation at the local entity and ensure that the country stays ahead of such standardisation and continuous improvement

Key Responsibilities

Facilitating accurate, timely and pertinent internal Reporting

• Make sure that all deadlines are respected working closely with Reporting and Accounting team and interlocking with operations and commercial teams w.r.t the monthly close process and requirements.
• Ownership of the trial balance and review of all general ledger postings as well as in-depth monthly balance sheet reviews.
• Provision of reliable figures and in-depth knowledge of the relevant business metrics. Analysis ranges from top-level reviews to detailed research.
• Prepare and share key financial statements on a monthly basis
• Prepare ad hoc reports to analyse any variances against targets e.g., volume and mix analysis
• Own the periodic (weekly, monthly, quarterly, bi-annual and annual as well as ad hoc business review needs i.e., prepare and generate reports, templates, slides etc required for business review to track performance against KPIs.
• Prepare and distribute key business reports and analyses (Revenues): daily, weekly, monthly, YTD, quarterly, bi-annual, and annual against targets.
• Increase productivity by developing automated reporting/forecasting tools

Performance Monitoring

• Preparation of the company’s annual budget and strategic capital allocation, working with the various operational heads
• Monitor the Company’s key financial performance indicators based on approved forecasts; and regularly
• Support in the preparation of Statutory Annual Reports and Monthly management Reports (MMR)
• Organizing and leading periodic meetings with other departments, where key financial information can be shared and disseminated.
• Responsible for driving key discussion topics and agenda for each meeting

People Management  and country functional leadership

• Lead, train and support a growing team of managers, controllers, analysts, and accountants as the business expands across the country to ensure strict adherence to Kyosk Digital Services standards and compliance with procedures
• Develop a strong-performing team, by taking care of the career paths of all direct reports and teams

 Ad hoc Tasks

• As may from time to time be delegated upon by Country Head of Finance& Global Head of Finance subject to evolving business needs

 Key Contacts

• Country Head of Finance
• Global Head of Finance
• Country General Manager
• Global CEO
• Other functional Heads and managers

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Role Profile

Manage the frontline fulfilment process in the market as part of delivering its overall operational objectives. You will be responsible for the day-to-day warehousing and dispatch operations for the market to ensure the company's targets and objectives on inventory and order fulfilment processes are met. Guarantee operational processes and standards are followed and oversee all housekeeping standards while driving continuous improvement at the market level.

Key Duties and Responsibilities 

• Inbound outbound Management: Responsible for both inbound and outbound operations of the market. Assure on-time in full deliveries as the set company targets and assure the defined warehousing and dispatch costs are maintained per set targets. Ensure customer orders are fulfilled in a timely, precise manner including management of customer returns per the agreed standards.
• Inventory Management: Deliver 100% Inventory Accuracy while working with the defined stakeholders to minimize stock-outs and damages while driving proper stock handling to minimize losses in damages.
• Operational Excellence: Lead identification and closure of Continuous Improvement Initiatives within the framework of Lean Principles within the warehouse. Execute all operations activities such as stock taking, physical inventory count, inventory accuracy in allocation, consumption levels and order fulfilment. Actively engage in route planning and delivery schedules to ensure all deliveries and completed within the allocated delivery windows.
• People Management:Coach and manage associates (from third-party providers) to deliver shared objectives. Ensure the completion of daily tasks and responsibilities; resolve issues preventing the completion of tasks. Build a team philosophy and cultivate a team atmosphere by working with the team to achieve the company's targets and objectives. Train new employees in company policies and procedures, as well as product knowledge. Inculcate the company culture among team members and third-party partners and providers.
• Compliance:Assure compliance to Environmental, Occupational Health & Safety and any identified requirements; compliance to all laid down Fulfilment SOPs and associated business processes.
• Reporting:Develop and present reports on inventory accuracy, order fulfilment, transport costs for the market, and order cancellation among other key aspects in warehousing & dispatch.

Minimum Requirements

• A minimum of 5 years of experience in supply chain management (warehousing & dispatch) in a busy-paced environment with at least 2 years experience in a Supervisory role;
• Bachelor’s degree (or Diploma with at least 3 years demonstrated progressive career growth) in Sciences, Engineering, Computing, Economics, Accounting and Analytics;
• Professional qualifications will be an added advantage;
• Knowledge of inventory and supply chain management;
• Tech Savvy and proficiency in warehousing systems, data entry software/systems, and computer systems including Microsoft Suite;
• Membership in an appropriate professional body is an added advantage;
• Physical stamina, ability to work long hours on one’s feet; 
• Excellent organization and efficient time-management skills;
• Strong verbal and written communication skills;
• Ability to meet deadlines and work well under pressure;
• Experience in an FMCG or Retail background is preferred;
• Demonstrated experience handling route planning and mapping to yield maximum returns
• An open-minded professional who pays keen attention to detail.
• At home with numbers and frameworks. Strong numerical, data and root cause analysis skills;
• Calm under pressure; able to prioritize multiple competing demands.
• A people person who's passionate about coaching diverse functional frontline team members to deliver stretch targets.
• Always learning; passionate about lean thinking and principles.

 Competencies;

• Operational Excellence;
• Analytical Mindset;
• Problem Solving;
• Attention to Detail;
• People Management;
• Tech Savvy.

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Role Profile

We are looking to bring onboard a Customer Experience Executive to based in Mombasa, Kenya to join our operations team. The role holder will play key role in resolving customer issues and act as an interface between the customer (both internal and external) and the solution providers. He/she will address complaints, resolve issues and drive customer satisfaction and retention for the business.

 Key Responsibilities:

• Customer Management: Handled all incoming or outgoing customer communication from Kyosk’s customers via various channels and ensure customer queries are addressed in a timely and efficient manner. Updated Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines. Solved customer concerns within the organization and escalate issues that cannot be solved immediately. Provide prompt & professional replies to all customers queries.
• Customer Retention: Provided customers with technical support using the company products. Provide customers with new information about company services and products including modifications and improvements. Build sustainable relationships of trust through open and interactive communication.
• Market Analysis: Actively drive market analysis initiatives to identify key trends in the market, monitor customer behaviour and share this data with the Customer Service Manager to drive retention and new customer acquisition. Conduct in-person field visits to current customers to deliver the highest quality of support and address customer questions and concerns to ensure a high level of customer satisfaction.
• Support Sales: Generate sales leads by upselling and cross-selling; identify and assess customers' needs and share this feedback with the sales team for action. Drive revenue and customer retention through customer relationship management. Support the selling processes for our customers to generate additional Sales.
• Service improvement: Utilize feedback from customers to facilitate improved quality of services being provided. Collaborate with the Operations, Sales & Product teams to share improvement ideas. Work collaboratively with the Customer Service Manager to develop a first-class service experience for all our customers. 
• Relationship Management: Actively build, manage, and maintain strong positive customer relationships and ensure top of mind awareness for our customers.
• Reporting: Prepare daily customer engagement reports against the set key deliverables. Highlight key customer concerns, queries and issues that require resolution at a higher level. Follow up on issue resolution with respective stakeholders to ensure all raised customer concerns are fully addressed and acted upon per the company guidelines.
• Operational Excellence: Support the Customer Service Manager to create and roll out customer satisfaction surveys to identify what’s working, the gaps and the areas of improvement with an aim to drive high levels of customer engagement and retention.

Minimum Requirements & Key Skills:

•  A minimum of 2 years experience in customer service,( with a focus on customer complaint resolution and/or call centre)
• Familiarity with customer management systems;(ticketing systems, service desks or CRM is a plus)
• Ability to handle irate customers in a calm and diplomatic manner;
• Strong persuasion and negotiation skills;
• Ability to evaluate and prioritize work accordingly;
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion;                   
• Energetic with a passion for customer service;
• Have an ability to influence and collaborate with a team;
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization.

Competencies & Skills

• Customer Orientation;
• Problem Solving Skills;
• Stakeholder Management;
• Persuasion and Influencing Skills;
• Team player.