EHOD: Demand Management Full-Time

Role purpose:

Elaborate strategies to guarantee that we improve our operations, focusing on digital and creating efficiencies with the support areas. This role will give us the forecast of where we will be and what will be the impacts of the different processes and products/services alterations and launches.

Key accountabilities and decision ownership:

• Take ownership of the management of the reporting, subscriber registration, business transformation and go-to-market functions of the business;
• Planning and coordinating the implementation of changes and new products and services;
• Responsible for the overall management of all defined strategic and operational activities of the business transformation, go-to-market, subscriber registrations and reporting areas;
• Establishing customer needs and providing solutions accordingly;
• Translating the COP’s strategic plans defined to the specific areas into clear operational plans; and
• Establishing a culture of continuous business improvement.

Key performance indicators:

• 100% fully registration, according to the regulations, of the Subscriber base (GSM and M-Pesa);
• Review of Customer Experience processes (1 every quarter);

95% of accuracy on the forecast of Customer demands (calls into the cc, distribution of Customer queries, FOC, FCR, TNPS and etc.).

Core competencies, knowledge and experience:

• Experience in working with senior management to align COPs strategies and solutions;
• General management experience (planning, organizing, leading, controlling and etc.);
• Commercial astute – solid understanding of market, competitor & Customers;
• Inspirational Leadership – develop and maintain great working environment throughout all levels of Call Centre; and
• Highly motivated with a passion for driving operational business change.

Must have technical / professional qualifications:

• People management experience of at least 5 years;
• Financial knowledge and understanding (financial impact evaluations, budgeting and controlling costs to budget);
• Strong Customer service background (at least 3 years);
• Minimum 5 years of professional experience in big corporates, in Customer Services or Commercial; and
• Project management.

We encourage female applicants