Major Tasks

• Management of all ASCs Escalations to the Service Team;
• Ensuring adherence of ASC’s to Samsung Service Contract and Management of ASC relationship with Samsung Electronics East Africa service (SEEA SVC)
• Aligning and driving processes to meet or exceed the target KPI’s and in line with the Samsung Service Contract;
• Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue;
• Improving operational processes to achieve optimal performance and continually improve the ASC experience;
• Ensuring that all Standard Operating procedures which SEEA lays out are being adhered to by ASC’s ( Periodic network audit of Service Centers & reporting results/recommendation for improvement (Infra, SVC Policy & SVC Systems compliance, Skills, Branding, Financials, Empathy etc)
• Manage daily, weekly and monthly reporting on all ASC’s, including report to them (MBR’s/WBR’s & QBR’s)
• Escalation of potential market issues to Management level; collecting Voice of Customers (VOCs) from the market & Escalation to management
• All form and means of communication to ASC’s; In charge of New Process implementation/enforcement in the field.
• Management of all ASC training requirements & Scheduling of all ASC training;
• Monitoring of all payments made to the ASCs;
• GSPN system Administration for SEEA (Global Service Partner Network)

70%

Other Activities

• Service Network expansion in your assigned region, by ensuring suitable independent service partners are identified and ultimately vetted and appointed in accordance to SEEA requirements
• In charge of Samsung Service awareness (SVC Marketing/Promotions, ASC branding & Uniforms, etc)

30%

Key Performance Indicators (KPI)

• Repair Pending Management Long Term Repair Ratio (LTP)
• DSR / CMI (Dissatisfied customer / Customer monitoring index)
• Financial Sustainability (Samsung Authorized Service Partners)
• B2B management (EIP, EBT, Operator)
• Key Dealer relationship management
• ASC performance & compliance management
• GSPN system Administration for SEEA (Global Service Partner Network)

Key Relationships

Direct Reports to this Position

None

Customers of this Position

• Internal: Service Business Operations units, Samsung Sales/marketing teams
• External: Samsung Authorized Service Partners, Samsung dealers/Distributors , Samsung Customers

Qualifications

• Degree / diploma in Business management
• Technical degree/diploma qualification will be advantageous

Experience

• Minimum 5 years corporate project management experience;
• Minimum 5 years experience in consumer electronics service industry or related field;
• Preferable experience in dealing with complex Service requirements and deliverables.
• Exposure to Service Delivery methodologies.
• In depth knowledge of repair and service center operations
• Extensive knowledge in the FMCG Electronics environment both pre-sales and post sales
• In-depth knowledge of service related data, databases, Service Management systems,
• Extensive experience in project management (process, system, technology) from conceptualization to result monitoring
• MS software (Excel, Word, Power Point)

Required Skills & Competencies

Technical

• Knowledge of service process within consumer electronics industry.
• Strong knowledge of the consumer protection act.
• High level PC skills competency. (All Office programs)
• Knowledge of SAP based programs.

Job Summary

The Human Resources Officer is tasked with recruitment of competent security officers and ensuring that all contracts of employment are duly maintained in line with established procedures. The incumbent is also responsible for the administration of the company HRIS.

Key Responsibilities

• Manage the administration of the HR related systems and databases while ensuring utmost accuracy of information and support services to the designated users and departments: Monthly data entry of all bio data information to NAV system.
• Lead in the on-boarding and induction of new staff including training on HR policies and code of conduct.
• Design and implement employee relations, social and welfare practices, and employee support programs to create a conducive and respectful workplace, positive employer-employee relationship and promote a prominent level of employee morale and motivation.
• Promote employer-employee engagement forums by providing guidance and consultation regarding problem solving, dispute resolution, regulatory compliance and strive to resolve internal conflict both formally and informally through appropriate conflict management and mediation techniques.
• Prepare advertisement and notices for vacant Security Officer positions in the organization and coordination of the recruitment and selection processes;
• Sort out applications and shortlisting candidates for Security Officers
• Prepare all administrative details necessary to carry out the interview. This will include scheduling interviews, contacting candidates, interview venue preparation, preparing and circulating interview packs to the panellists collating interview feedback and preparing interview summaries for all successful candidates.
• Conduct the necessary background checks of new recruits on KSIA and KK profile. Authenticate the employment documents before hire;
• Prepare and deliver appointment letters and Service contracts/offer letters for security officers.
• Generate periodic HR data on Security Officers recruitment and turnover, and contribute to the preparation of required HR reports as and when required;
• Coordinate the employee induction process for the new recruits; this includes channeling HR data and information for required payroll related action;
• Maintain staff files and personal records through branches.
• Manage payroll inputs, statutory records and obligations.
• Maintain harmonious industrial relations with the various bodies the Company interacts within the performance of its business. This includes the Ministry of Labour, DOSH office, FKE (Federation of Kenyan Employers), Unions etc.
• Analyse, advise and facilitate the end-to-end disciplinary management process including but not limited to grievance handling, dispute resolution, investigations, and disciplinary action for legal and policy compliance and internal alignment on corrective actions.

Principal Outputs Of This Role

• Recruitment and selection meet required standard.
• Efficiency in HRIS
• Improved industrial relations scorecard
• Staff satisfaction and engagement reports for management review and decision making
• Collective Bargaining Agreements that ensure win-win scenarios for employer-employee
• Cost effective employee welfare programmes that motivate staff
• Fair administration of justice within company policies, procedures and regulations

Authority

Refer to KK Security Authority Matrix.

Accountability

The Human Resources Officer is accountable to the Head of HR- Kenya for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.

Competencies

• Ability to produce desired results under minimal supervision within the prescribed timeframe
• Good team player with an ability to work in a diverse environment
• Good organizational and administrative skills with an ability to prioritize
• Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers;
• Good communication and interpersonal skills;
• Have a high sense of accuracy and attention for detail.
• Have good problem analysis and reporting skills; and
• High moral standing with impeccable integrity

Qualifications & Experience

• Bachelor's degree in Human resources, Social Sciences, general management or business administration
• Higher Diploma in Human Resource Management from a recognized institution; registered as a member of the IHRM
• At least three (3) years’ experience in Human Resources Management
• Technical skills in most if not all aspects of human resource management with a focus on Recruitment and Selection, Learning and Development, HR Policies.