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ICT Manager, Customer Experience Manager at Carepay

CarePay is a Kenyan company that administers conditional healthcare payments between funders, patients and healthcare providers. Through our M-TIBA platform, CarePay directs funds from public and private funders directly to patients into a “health wallet” on their mobile phone

1. ICT Manager

REPORTING TO: Global CTO (Amsterdam)
SUPERVISION: ICT team

Main Purpose of Job

CarePay is a technology company. Having the right systems to do our work and taking good care of them is crucial for our success. CarePay has quickly grown from an organization of 30 to 130 staff. We have identified the need for a new ICT manager who brings our portfolio of systems, networks, applications, tools and supporting processes our employees use to run our business to the next level. An excellent chance for a professional looking to shape the landscape in a fast growing and dynamic company. Part of the job holder’s role is hands-on, doing yourself, part of it is management and enabling others to do the work.

DUTIES AND RESPONSIBILITIES:

  • Manage the CarePay internal IT infrastructure based on Microsoft Office, Azure Active Directory and many other tools
  • Work closely with the country organizations based in Nairobi, Amsterdam and Lagos and ICT staff within those countries
  • Continuously review ICT Infrastructure, making capacity recommendations for the improvement capacity of local ICT Systems in support of ongoing business operations & future requirements.
  • Ensure sound Business Continuity and Risk Mitigation measures are in place to effectively protect the organizational data and other ICT assets.
  • Manage troubleshooting, system backup, disaster recovery and provide expert support when necessary
  • Oversee Email, accounts and offce365 setup, installation, configuration, maintenance and monitoring
  • Ensure server backups are up to date
  • To ensure that all ICT licenses are appropriate, adequate and up to-date.
  • Contract, liaise and work with outside vendors and suppliers
  • Creating and maintaining CarePay wide ICT hardware and system audit
  • Design, develop, implement and coordinate systems, ICT-related policies and procedures.
  • Keep abreast with legal procedures and obligations, and always maintain current knowledge of government requirements relating to ICT and ensure the company’s compliance with the law.
  • Keep abreast of latest technologies that may be of benefit to the company and make requisite recommendations
  • Manage ICT staff including training, performance management, development and providing direction.

KEY PERFORMANCE MEASURES:

  • Stability of the platform and key Service Level Objectives
  • Ability to initiate drive and complete innovation in our ICT infrastructure
  • Proper auditing results
  • Cost effectiveness, staying within allocated budget

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE:

  • Bachelor’s degree in computer science/Engineering or a related field
  • At least 4 years work experience in a similar role and environment
  • Experience and knowledge of Microsoft Azure Active Directory
  • Knowledge of ITIL or other framework for delivering service levels
  • An understanding of confidentiality and data protection issues.

KEY SKILLS AND COMPETENCIES:

  • Excellent written and verbal communication skills
  • Analytic mindset and good problem-solving skills.
  • A keen eye for detail
  • Flexible mind set
  • Team working skills with ability to work with people at all levels, including non-technical staff
  • Be self-motivated and a quick learner
  • Sense of ownership
  • Ability to work on own initiative within agreed boundaries
  • Team supervision and management
  • Enthusiastic and motivated personality
  • Sensitivity and awareness of confidentiality requirements.
  • Personal qualities of integrity, credibility, professionalism, and a commitment to CarePay’s mission to Give People Power to Care.

2. Customer Experience Manager

Main Purpose of Job

The Customer Experience Manager will be responsible for developing and delivering CarePay’s customer service strategy in line with the organizations business objectives and growth strategy. This will include being end responsible for CarePays’ Customer service activities and operations in Kenya and to align these with other countries where CarePay is present. This will include the supervision and management of the CarePay Call Center as well as all customer support teams. Main purpose is to manage and continually improve the Customer experience for all Payers, Participants and Providers in support of the growth strategy of the company.

DUTIES AND RESPONSIBILITIES:

  • Drive CarePay’s strategy and approach to customer experience:
    • Identify, design and implement strategic opportunities to enhance customer experience for CarePay’s stakeholders (Provider, Payer and Participant) using
    • Identify, design and implement strategic opportunities to share customer experience insights with CarePay’s stakeholders (Provider, Payer and Participant) to their benefit, in collaboration with other CarePay teams
    • Prepare and drive strategic discussion for organizational and system set up of CarePay’s customer support (e.g. organize call center centrally for international operations or country specific, choice of CRM systems, etc.)
  • Ensure CarePay’s customer service processes are outlined, followed and measured, and through this achieve CarePay’s customer satisfaction goals:
    • Develop, update, implement and manage all customer support operations policies, procedures, standards, and strategies
    • Implement and maintain business continuity processes for all customer support services
    • Manage the periodic reporting and analysis of all customer support issues with stakeholders (frequency dependent on audience) and share weekly insights with the management team; continuously enhance reporting formats and concepts to extract maximum insights and optimally support decision making
    • Be end responsible for the policy and process of carrying out customer satisfaction surveys and sharing insights back to the management team and other CarePay stakeholders (Payers, Providers, Participants)
    • Ensure all customer complaints are addressed adequately and within the agreed Service Level Agreements and continuously improve on complaint resolution times and mechanisms
    • Pro-actively identify challenges customers experience and design and implement measures to mitigate these, including the championing of related enhancement of platform functionalities
    • Ensure data confidentiality is maintained for all customer and provider data handled by the customer support team.
  • Manage CarePay’s customer service teams:
    • Supervise, Recruit, Coach, mentor and appraise the performance for the customer support team in Kenya
    • Ensure all channels of customer support are optimally staffed and all necessary resources are available for optimal performance as per budgets
    • Continually ensure that the entire customer support team is kept updated on all CarePay products, projects and any marketing or PR initiatives
    • Ensure quality assurance within the customer support team in all customer support channels
    • Manage outsourced staff in call center and ensure optimal balance between outsourced and in-house staff for call center operations.
  • Ensure CarePay’s customer experience strategy and practices are properly aligned with other stakeholders (internal and external):
    • Work closely with customer service & operations teams of all Payers that CarePay is working with
    • Work with customer services and operations teams in other countries where CarePay has presence
    • Work with any outsourced service provider (BPO) to ensure campaigns are well executed.
  • Any other duties as assigned by the Finance and Operations Director and/or his/her designate

KEY PERFORMANCE MEASURES:

  • Continual improvement in the Customer Satisfaction levels within company budgets
  • Percentage of escalated issues resolved within SLA by the customer support teams
  • Customer Service Report accuracy and availability on-time and in line with agreed standards
  • Number of successful initiatives implemented aimed at enhancing customer experience and awareness.
  • Bi-annual review of all processes and an embedded culture of continual process enhancement within the team.
  • Successful and effective team leadership

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE:

  • Relevant bachelors degree qualification (ideally with customer service qualifications)
  • Minimum of 5 years’ and proven experience within a challenging commercial customer support environment of which 2 years should be at managing supervisory level
  • Experience in multi-channel customer support (ideally in a company with operations in multiple countries)
  • Experience working with customer support management systems; CRM’s and ticketing systems is essential
  • Experience of developing and refining processes to improve efficiency and the experience of customers
  • In-depth knowledge of call center and customer service principles and practices
  • Proficiency in MS Office applications data analytics and reporting
  • Understanding of confidentiality and data protection issues
  • KEY SKILLS AND COMPETENCIES:
  • Being enterprising and passionate about working with people
  • Excellent customer awareness, focus and exceptional customer service skills
  • Excellent planning, organizing and decision making, analytical, reporting and problem-solving skills
  • Ability to manage teams with excellent supervisory, communication and interpersonal skills
  • Demands a high standard of accuracy and attention to detail
  • Knowledge of MS Office packages
  • Ability to extract insights from datasets to efficiently guide data drive decision making
  • Ability to thrive in a fast moving experimental and agile organization, with “bias to action”
  • Sensitivity and awareness of confidentiality requirements.
  • Personal qualities of integrity, credibility, professionalism, and a commitment to CarePay’s mission and values

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