Job Opportunities at Airtel Africa - 2 Positions

Job description

Airtel Kenya wishes to recruit for the position of Non Voice Contact Manager within the Customer Service Division. Reporting to the Customer Service Director, the incumbent’s role involves mapping customer experience requirements vs. employee capabilities across all non-voice contact points with the aim of developing world class customer experience, and employee skills and capability; plan and execute Quality Assessment non-voice activities as per set standards and guidelines defined by management so as to improve Customer Satisfaction Index for the organization.

Responsibilities include but are not limited to the following:

• Develop relevant KPIs & tracking mechanism/data for Service Recovery
• Manage and drive performance of service recovery and complaint management
• Drive process improvement initiatives
• Ensure Social Media customer engagement KPIs are met (Response rate and Response time)
  Implement initiatives to increase self-service base
  Conduct products review and ensure product design standards are met
• Develop Governance model according to Business Process agreement and ensure adherence
• Create effective quality assessment processes to monitor management of customer queries, requests and complaints.
• Ensure Team Coaching

Expected key results:

• Drive quality standards for Airtel customer base
• Formulate and Implement strategies on Social Media customer engagement
• Customer Empowerment
• Manage strategy and deployment of self-care and service platforms
• Mailbox and Customer correspondents Management
• Partner Management
• Implement quality monitoring and assessment strategies
• Driving CRM capability & work flow

Qualifications:

• Bachelor Degree in Marketing, Business Administration or other related field. An MBA will be an added advantage
• 5 years with a minimum of 3 years in training management and QA service delivery role, preferably within the Telecoms industry.
• Proficiency in Customer CRM platforms

Competencies and behavior

• Able to handle, prioritize, multiple projects simultaneously
• Able to handle high level of confidentiality regarding company and employee information
• Fluent in English and able to articulate, express ideas and opinions
• Good Presentation Skills
• Strong problem solving skills, including ability to bring individuals or groups to consensus when divergent opinions exist.

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Job description

Airtel Kenya wishes to recruit for the position of Head of Airtel Money within the Airtel Money Division. Reporting to the Managing Director, the incumbent’s role will provide the strategic direction for Airtel money and coordinate the achievement of set budgetary targets.

Responsibilities include but are not limited to the following:

• Provide the vision and mission for the strategic direction of Airtel money in the operating country (Opco).
• Consolidate strategic input from Central and Opco teams and decide the direction for the Opco.
• Report performance against the strategic plan to the Executive Committee and Board of Directors.
• Assign and align roles and responsibilities of the Airtel money team to achieve the strategic plan.
• Influence and align all stakeholders of the strategic plan to accomplish set goals
• Manage the Airtel money budget to ensure achievement of the strategic plan.
• Direct the Airtel money team to accomplish the goals and tactics from the strategic plan.
• Direct actions to optimize costs and maximize revenues.
• Review performance of the Airtel money team members and provide guidance
• Coach and mentor the Airtel money team members to build their skills, knowledge and attitudes
• Identify and provide growth opportunities for the Airtel money team members.
• Provide motivation for the Airtel money team to achieve organizational goals.

Expected key results:

• Achieve the Airtel money strategic plan goals for the operating country
• Coordinate achievement of budgetary targets
• Develop and manage the Airtel money team

Qualifications:

• Bachelor Degree in Marketing, Finance, Business Administration or other related field. An MBA will be an added advantage
• 5 years of experience in senior management; 2 years or more in financial institutions or telecoms industry is required.

Competencies and behavior

• Ability to motivate and influence others
• Business acumen and entrepreneurial skills
• Leadership and networking skills