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Job Title: Operations and Customer Service Manager
Job Code: OCSM/SIC/150330
Number of Positions Open: 1
Reports To: General Manager
Location: Nairobi, Kenya
Closing Date: Open Until Filled
Summary: Our client is an International organisation that provides technologies and services in more than 200 countries around the world. They are a trusted security provider and adviser to governments.
Job Objective: Our client is looking to hire an Operations and Customer Service Manager for the Organization.
The ideal candidate will be responsible for managing all the services associated with one or several solutions/systems they deliver to different clients.
- As designated Point-of Contact (PoC) the ideal candidate will manage customer accounts for solutions/systems delivered by the organisation.
- Support deployment of solution/system under supervision of Project Management and System Integration by building, training and making Operation & Service team available on a timely manner.
- Establish and maintain operation & customer service organization to ensure operation & customer service services are delivered within budget while meeting defined objectives in SLA, KPIs and other contractual requirements and approved operational standards
- Ensure customer expectations are met or exceeded in developing strong account management relationships
- Establish and maintain a support environment to respond to customer requests and incident reports; determine underlying causes to reduce incident report levels
- Work with customers to expand and broaden business beyond existing business levels
- Establish, maintain and oversee processes to ensure order processing, billing and other commercial arrangements are executed in support of contracts
- Establish and manage external networks and arrangements to provide contract resources and services to meet contract requirements in the most cost effective manner
- Recruit, develop and agree performance standards for the local technical operations team
- Ensure records and archives are maintained to support business requirements
- Assist other operation & customer service teams in improving global operation & customer service standards and procedures
Skills and Certification:
- Bachelors degree or equivalent working experience in Service Delivery
- 5-10 years in a comparable position
- Excellent communication and language skills in English.
Other Relevant Factors:
- Very Strong analytical and problem solving skills
- Demonstrated leadership in service and customer orientation with excellent customer relationship skills
- Results oriented and goal driven achievement with strong quality focus
- Experience in asset management, including asset planning, inventory, tracking and auditing
- Experience in production and manufacturing environment is essential
Personal Skills:
- Excellent people leadership and interpersonal skills, effective communicator, innovative and good influencing skills
- Proven ability to lead and manage a specialist, high performing and multi-cultural team. Setting and clearly communicating direction and performance standards to ensure all staff are motivated to achieve business goals
- Ability to engender positive and reliable work attitude when confronting with high pressure business situations
How to Apply:
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Operations and Customer Service Manager
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