Operations and Customer Service Manager Job in Nairobi

Job Description

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 FilledSummary: 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. 

Primary Responsibilities:

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