Job Summary
Our client is in international healthcare. They seek to hire a Head of Customer Operations tasked with leading the customer service team in offering seamless customer support and ensuring customer satisfaction.
Minimum Qualification:Bachelor
Experience Level:Management level
Experience Length:5 years
Job Description
Industry: Insurance
Location: Nairobi
Salary: 350K – 400K
The successful candidate will be tasked with managing local and international teams, your role being crucial in making these teams work as one organization.
Key Responsibilities
• Motivate individuals and the collective team to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction
• Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
• Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and the servces offered
• Drive customer centric service in all aspects that contribute to improving customer experience
• Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
• Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks.
• Produce accurate management reports and statistical information in line with formats and timescales agreed with the management, including trends and enhancement activities with quantification of operational impacts.
• Manage the implementation of new contracts with the support of the subject matter experts
• Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service.
• Be a focal point for the client management team, as well as the clients
• Use independent judgement and discretion to review and resolve complex issues.
• Contribute in achieving departmental and company-wide goals and business plans.
Skills & Qualifications
• Bachelor’s Degree in a Business related field
• Minimum of 5 years of experience leading customer service teams
• Experience in the insurance or financial services industry will be an added advantage
• Proven data analytics skills with experience using software such as advanced Excel, Qlikview, Tableau
• Experience using process automation software such as Kofax
• Clear experience in driving a team to achieve excellent customer service results
• Experience of leading and implementing change
• Excellent inter-personal and communication skills
• Good negotiation and influencing skills
• Experience leading process improvement initiatives
• Excellent organisation, planning and prioritisation skills
• Result-oriented, able to mobilise the team to achieve key objectives
• Accountability – assumes ownership for achieving personal results and collective goals
• Customer oriented
How to Apply
If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Head of Customer Operations & Admin) on or beforeMonday 28th September 2020
N.B:We do not charge any fee for receiving your CV or for interviewing.
Only candidates short-listed for interview will be contacted
