M-KOPA Solar Customer Care Operations Manager Job in Nairobi, Kenya

Position Title: Customer Care Operations Manager
 

Location: HQ Nairobi, Kenya
 

Position Start: ASAP
 

Contract: 1 Year Renewable
 

Reporting to: Director Call & Credit
 

Overall Purpose:

The successful applicant for this demanding yet very rewarding

managerial role will be an experienced individual with a proven ability

at growing, developing and leading a large (2-300+) operationally

excellent customer experience team.  

 

The person will

spend a large portion of their time mentoring junior leadership

positions, reinforcing a positive growth culture, combined with an

endless desire to improve the business systems & procedures.

The role is accountable for providing the best customer experience M-KOPA customers have ever experienced. 

About M-KOPA Solar: M-KOPA Solar, headquartered in Nairobi, Kenya, is the global leader of “pay-as-you-go” energy for off-grid customers. 
 

Since its commercial launch in October 2012, M-KOPA has connected more than 240,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new homes each day. 

The success of M-KOPA (M= mobile, KOPA= to borrow) stems from making solar products affordable to low-income households on a pay-per-use installment plan. 

Customers acquire solar systems for a small deposit and then purchase daily usage “credits” for Kshs. 40, or less than the price of traditional kerosene lighting.  After one year of payments customers own their solar systems outright and can upgrade to more power.
 

All revenues are collected in real-time via mobile money systems (such as M-PESA in Kenya) and embedded GSM sensors in each solar system allow M-KOPA to monitor real time performance and regulate usage based upon payments.

This connected design means that M-KOPA is processing vast amounts of data (i.e. over 10,000 mobile payments per day) via the company’s proprietary cloud platform, M-KOPAnet.
 

As of January 2015 M-KOPA employs over 500 full time staff across East Africa and sells through a network of 1,000 direct sales agents. It has also commenced licensing its technology to partners in other markets. 
 

M-KOPA has been recognised for its pioneering business mode and scale, notably winning the 2015 Zayed Future Energy Prize, being selected as the top New Energy Pioneer at the 2014 Bloomberg New Energy Finance awards and earning the 2013 FT/IFC Excellence in Sustainable Finance Award.
 

Role Profile
 

Key Accountabilities
 

Lead all aspects of customer service including:

• Oversee the formulation of plans to deliver excellent customer experience, include all aspects of the call centre processes and procedures.  Including all elements of leading and managing the people, processes, infrastructure and reporting.


• Process improvements:- Develop plans to create efficiencies within the internal systems through identifying technological, process and people improvements.  This must include the articulation of the requirements to other departments with the follow through to ensure delivery as planned.


• People:- The development and transference of skills to junior leadership is a critical element of the role to grow the team into new roles, both within CC and the wider company.  This is combined with the overseeing of a clear, fair and understandable performance management system.


• Measuring:- Has the ability to use the vast amount of data available to make data driven decisions for the benefit of the customer, business and employees.   This also includes the maintenance and following of budgets.


• Culture & standards:- The role is responsible for setting and maintaining the appropriate culture and standards within the call centre through diverse activities and examples


• KPIs:- The key measures that will judge the performance of customer care will be the Service Level (multi-channel), collection rate, other efficiency matrix and people orientated KPIs.

Requirements
 

Education:   

• Educated in a related field, such as business administration/processes, customer service or marketing.  


• Skill/experience is weighted higher than academic qualification

Experience:  
 

Below are guideline expectations around experience

• 3+ year’s high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.


• Proven ability to build, manage and lead large (150+) professional Customer Service teams and support functions, in a comparable industry.


• Experience in the design, development and implementing of strategies that have lead to improved business performance 

Required Skills:

• Must have good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff


• Excellent written and verbal communication skills


• Excellent interpersonal skills, proactive, results oriented, confident, energetic and able to work under pressure with a positive attitude


• Must have good problem solving and analytical skills as well as decision making abilities


• Good organization and planning skills


• Good report writing and presentation skills.


• High levels of personal engery

Remuneration: Competitive package covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.
 

How to Apply
 

To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to careers@m-kopa.com with the subject EV-CCOM
 

Please Note: Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview. 

Therefore, if you have not heard from  M-KOPA within 4 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion.

This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.