Deadline of this Job: 09 November 2022
Role and Responsibilities:
• Collect, review and analyse all the necessary documents and information to fully understand the background, expertise, previous and current operations of Tree of Life in Kenya.
• Collect, review and analyse all the necessary documents and information to fully understand the background and the main achievements expected by the 3-years “RISE” project.
• Conduct a gender assessment across the “RISE” project to develop a written Gender integration & implementation plan that blends and ensures a comprehensive, effective and fair gender mainstreaming process across the whole project, for the entire duration and in all its components.
• Prepare adequate work and implementation plans of the Gender Plan activities, in synergy with all project’s components and in close coordination with the project team.
• Serve as the team lead and oversees the roll out of the Gender Plan; regularly review the Gender plan to monitor its implementation, ensuring the smooth running of the gender mainstreaming, tracking progress on its specific activities and the achievement of related indicators, advise the project’s team and review/update the Gender plan on the basis of the context and the project’s progress & needs.
• Propose and develop corrective actions in the area of Gender within the RISE project & submit amendments to the Program Coordinator when needed, ensuring program quality, timely submission of deliverables and compliance with requirements.
• Participate in the implementation of the monitoring and evaluation plan of all project activities together with the RISE project staff.
• Support measuring project’s impact on gender using metrics (such as retention rate, skills acquisition, employability impact, GBV mitigation, stakeholder feedback, etc.).
• Development and application of gender responsive tools, methodologies and knowledge products to enhance the capacity of Tree of Life staff on gender mainstreaming.
• Support Gender capacity development efforts and trainings for RISE project team, partners, government departments and other relevant stakeholders.
• Conduct a literature review on existing gender assessments (country, region and donors based.)
• Provide leadership and advices to the Tree of Life team with the aim of conceiving, developing, and carrying out an innovative program focused on Gender and Women’s empowerment in Kenya, with attention to the role of men, as well as linkages with environment and health. Gender-sensitive solutions and strategies must be at the core of the work and reflect realistic promotion of gender equality and the prevention of Gender-Based Violence, while empowering women.
• Properly and attentively, analyse the current Kenyan public and target, in order to support the development of an effective and adequate communication strategy on women and gender both for public and private sectors, in collaboration with the ToL team.
• Carry out stakeholder analysis and mapping, with specific focus on issues related to gender and women, to bring out the roles and responsibilities of key actors and institutions that play or could potentially play a vital aspect in the funding and the implementation of gender and women programs.
• Facilitate networking with other stakeholders active in the field of Gender and Women, supporting the creation of linkages and partnerships with government, CSOs, UN agencies, donors, private entities and any other relevant actor.
• Contribute to the development and the preparation of concept papers and project proposal to expand projects and donors’ portfolio on Gender and Women.
• Support the drafting and the dissemination of position papers, case studies on gender issues and their dissemination among key stakeholders.
• Develop regular, timely and complete reports and maintain a high degree of consistency, accuracy, relevance, compliance with donor’s and Tree of Life guidelines.
• Any other duty as required by the supervisor in line with the consultancy and relevant to the achievement of the Tree of Life objectives.
Key expected Deliverables and output:
• Gender assessment analysis and report across the RISE project.
• Written Gender integration & implementation plan, related monitoring tools and actions, including specific gender-focused and gender sensitive interventions indicators and measurement of project’s impact on gender; Gender considerations fully mainstreamed into the RISE project;
• Provision of a set of trainings to support Gender capacity development efforts of ToL staff and other partners and stakeholders.
• Technical Support in developing knowledge products (research/study/Audio/Visual etc.).
• Set of gender responsive tools, methodologies and knowledge products on gender mainstreaming.
• Analysis of the Kenyan public and target, for an adequate communication strategy on women and gender both for public and private sectors.
• Literature review on existing gender assessments (country, region and donors based).
• Development of an in-depth feasibility study to conceive and carry out an innovative program focused on Gender and Women’s empowerment in Kenya.
• Stakeholder and donors’ analysis and mapping, with specific focus on gender and women.
• Holding and participating to regular meetings; participation to at least 24 meetings, consultations, working groups to facilitate networking with other stakeholders active in the field of Gender and Women, supporting the creation of linkages and partnerships.
• Co-development of at least 2 CN/project proposal and 1 position paper.
• Regular reports on the progress of the consultancy and the gender-related RISE project’s activities.
• Complete full reports after each consultancy phase.
• Perform any other tasks required by the supervisor(s).
Requirements
Experience
• Minimum 4 years of relevant experience at the national or international level with NGOs, UN Agencies, Development Partners, and with donor-funded programs.
• Experience working as a gender consultant for at least 3 years.
• Proven experience working directly with grants programs and other activities specifically focused on gender and women.
• Experience in developing gender-sensitive indicators as well as in monitoring and evaluation methods.
• Proven experience in the development of Feasibility studies and conception of new programs related to Gender and Women.
• Proven track record of creating linkages with donors, Government agencies, learning institutions, civil society organizations and private sector stakeholders.
• Experience of working with diverse teams, as well as ability to work with partners using effective interpersonal and communication skills.
Knowledge, Skills and Abilities Required
• Advanced University degree in social sciences, human rights, gender/ women’s studies, international development, or a related field is required from a reputable University.
• An understanding of the context of gender and women with significant recent experience in Kenya and East Africa on gender analysis and/or other linked sector areas such as Economic Growth, Health and Education, environment, and/or Democracy and Governance.
• Experience working on environment, health and economic programs from a gender lens is a plus.
• Knowledge of AICS (Italian Agency for Development Cooperation) and other global strategies for gender empowerment and equity is an asset.
• Background knowledge on development issues and /or areas related to Care reforms, child justice and youth empowerment would be a strong asset.
• Proven ability to work under pressure and to meet management deadlines.
• Ability to work independently, suggest practical solutions and follow-up effectively on decisions.
• Good planning skills, pro-activity, creativity, and ability to meet the established deadlines.
• Good organizational and facilitating skills for the coaching sessions.
• Ability to build key relationships with internal and external stakeholders.
Deadline of this Job: 29 November 2022Role and Responsibilities:
• Collect, review and analyse all the necessary documents and information to fully understand the background, expertise, previous and current operations of Tree of Life in Kenya.
• Collect, review and analyse all the necessary documents and information to fully understand the background and the main achievements expected by the 3-years “RISE” project.
• Conduct a gender assessment across the “RISE” project to develop a written Gender integration & implementation plan that blends and ensures a comprehensive, effective and fair gender mainstreaming process across the whole project, for the entire duration and in all its components.
• Prepare adequate work and implementation plans of the Gender Plan activities, in synergy with all project’s components and in close coordination with the project team.
• Serve as the team lead and oversees the roll out of the Gender Plan; regularly review the Gender plan to monitor its implementation, ensuring the smooth running of the gender mainstreaming, tracking progress on its specific activities and the achievement of related indicators, advise the project’s team and review/update the Gender plan on the basis of the context and the project’s progress & needs.
• Propose and develop corrective actions in the area of Gender within the RISE project & submit amendments to the Program Coordinator when needed, ensuring program quality, timely submission of deliverables and compliance with requirements.
• Participate in the implementation of the monitoring and evaluation plan of all project activities together with the RISE project staff.
• Support measuring project’s impact on gender using metrics (such as retention rate, skills acquisition, employability impact, GBV mitigation, stakeholder feedback, etc.).
• Development and application of gender responsive tools, methodologies and knowledge products to enhance the capacity of Tree of Life staff on gender mainstreaming.
• Support Gender capacity development efforts and trainings for RISE project team, partners, government departments and other relevant stakeholders.
• Conduct a literature review on existing gender assessments (country, region and donors based.)
• Provide leadership and advices to the Tree of Life team with the aim of conceiving, developing, and carrying out an innovative program focused on Gender and Women’s empowerment in Kenya, with attention to the role of men, as well as linkages with environment and health. Gender-sensitive solutions and strategies must be at the core of the work and reflect realistic promotion of gender equality and the prevention of Gender-Based Violence, while empowering women.
• Properly and attentively, analyse the current Kenyan public and target, in order to support the development of an effective and adequate communication strategy on women and gender both for public and private sectors, in collaboration with the ToL team.
• Carry out stakeholder analysis and mapping, with specific focus on issues related to gender and women, to bring out the roles and responsibilities of key actors and institutions that play or could potentially play a vital aspect in the funding and the implementation of gender and women programs.
• Facilitate networking with other stakeholders active in the field of Gender and Women, supporting the creation of linkages and partnerships with government, CSOs, UN agencies, donors, private entities and any other relevant actor.
• Contribute to the development and the preparation of concept papers and project proposal to expand projects and donors’ portfolio on Gender and Women.
• Support the drafting and the dissemination of position papers, case studies on gender issues and their dissemination among key stakeholders.
• Develop regular, timely and complete reports and maintain a high degree of consistency, accuracy, relevance, compliance with donor’s and Tree of Life guidelines.
• Any other duty as required by the supervisor in line with the consultancy and relevant to the achievement of the Tree of Life objectives.
Key expected Deliverables and output:
• Gender assessment analysis and report across the RISE project.
• Written Gender integration & implementation plan, related monitoring tools and actions, including specific gender-focused and gender sensitive interventions indicators and measurement of project’s impact on gender; Gender considerations fully mainstreamed into the RISE project;
• Provision of a set of trainings to support Gender capacity development efforts of ToL staff and other partners and stakeholders.
• Technical Support in developing knowledge products (research/study/Audio/Visual etc.).
• Set of gender responsive tools, methodologies and knowledge products on gender mainstreaming.
• Analysis of the Kenyan public and target, for an adequate communication strategy on women and gender both for public and private sectors.
• Literature review on existing gender assessments (country, region and donors based).
• Development of an in-depth feasibility study to conceive and carry out an innovative program focused on Gender and Women’s empowerment in Kenya.
• Stakeholder and donors’ analysis and mapping, with specific focus on gender and women.
• Holding and participating to regular meetings; participation to at least 24 meetings, consultations, working groups to facilitate networking with other stakeholders active in the field of Gender and Women, supporting the creation of linkages and partnerships.
• Co-development of at least 2 CN/project proposal and 1 position paper.
• Regular reports on the progress of the consultancy and the gender-related RISE project’s activities.
• Complete full reports after each consultancy phase.
• Perform any other tasks required by the supervisor(s).
Requirements
Experience
• Minimum 4 years of relevant experience at the national or international level with NGOs, UN Agencies, Development Partners, and with donor-funded programs.
• Experience working as a gender consultant for at least 3 years.
• Proven experience working directly with grants programs and other activities specifically focused on gender and women.
• Experience in developing gender-sensitive indicators as well as in monitoring and evaluation methods.
• Proven experience in the development of Feasibility studies and conception of new programs related to Gender and Women.
• Proven track record of creating linkages with donors, Government agencies, learning institutions, civil society organizations and private sector stakeholders.
• Experience of working with diverse teams, as well as ability to work with partners using effective interpersonal and communication skills.
Knowledge, Skills and Abilities Required
• Advanced University degree in social sciences, human rights, gender/ women’s studies, international development, or a related field is required from a reputable University.
• An understanding of the context of gender and women with significant recent experience in Kenya and East Africa on gender analysis and/or other linked sector areas such as Economic Growth, Health and Education, environment, and/or Democracy and Governance.
• Experience working on environment, health and economic programs from a gender lens is a plus.
• Knowledge of AICS (Italian Agency for Development Cooperation) and other global strategies for gender empowerment and equity is an asset.
• Background knowledge on development issues and /or areas related to Care reforms, child justice and youth empowerment would be a strong asset.
• Proven ability to work under pressure and to meet management deadlines.
• Ability to work independently, suggest practical solutions and follow-up effectively on decisions.
• Good planning skills, pro-activity, creativity, and ability to meet the established deadlines.
• Good organizational and facilitating skills for the coaching sessions.
• Ability to build key relationships with internal and external stakeholders.
Job Purpose / Summary:
Shop CSR is responsible in providing professional and focused customer service both internally and externally.
Customer Support:
• Customer visits shop with query/complaint, CSR attends to the customer, should solve the issue within 5 min and log it in the CRM and Wincable
• If issue is solved, the CSR ensures that customer is satisfied and asks customer to give feedback through available mechanisms.
• If issue can’t be resolved at the Retails Shop, it is escalated by the CSR to the Team Leader within 10 min of receipt through call or email
• The CSR gives a customer a response time and promises to get in touch through call.
• The CSR checks in the emails after every 15 min to follow-up on escalated issues.
• If escalated issue has not been attended to in an hour time, the executive contacts the Retails Shop Manager for support or guidance.
• Handle customer payments as per business rules including SOPs.
Promoting Zuku Brand:
• Shop to be branded with the Zuku logo and colors
• Posters in the Centres to be timely and as directed by Zuku marketing department.
• Brochures must be clearly and neatly displayed.
• The shop should be clean and well-arranged at all times.
Service Quality:
• Customer welcomed with a warm smile and assisted within 3 min of entering the Retail Shop.
• A standard greeting i.e. Good morning/afternoon should be used when welcoming customers.
• Get full understanding of customer’s enquiry.
• Customer queries/issues to be recorded in the CRM
• Educate customers on products and self-help solutions, like Zuku ussd*502# and ZukuBot
• Always ensuring customer satisfaction by adequately answering or resolving all queries.
• Dedicated customer follow-up to ensure issue closure and customer is satisfied with the solution
• Sessions with customers should not be interrupted unless unavoidable and with customer concurrence
• Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- via Call using VOIP phones in the office or support email.
• Cashiers/CS to work as one unit, alternating as per schedules.
Floor Management:
• The queues should be well managed to create orderliness and avoid crowding
• Customers should be clearly directed/guided on what to do or where to queue/sit.
• Customers should not be left unattended to in the shop at any time even for a minute..
Stock Management:
• Equipment should be ordered through an internal order prepared by Retail Shop Duty incharge and emailed to Retail Shop Team leader for verification & signature. A reconciliation of the previous stock should be done and sent to the Team leader for onward approvals and processing. Asset Management
• Quarter inventory of assets is to be done for all Retail Shops.
• In cases of any missing items, the issue is reported to the Manager in Charge immediately.
Key Roles:
• Using effective communication skills
• Resolving all complaints, concerns and issues in a timely and diplomatic manner,
• Conduct activities in a professional manner
• Demonstrating knowledge of Wananchi DTH, Fiber & WBS expectations, e.g. internal standards or service level agreements
• Setting priorities to ensure continual satisfaction
• Delegate appropriate tasks in an effective manner
• Demonstrate knowledge of impact of providing professional service to the public
• Understanding the importance and impact of first visit resolution (FVR) Monitor Performance
• Communicating feedback on a daily level as a positive improvement issue not personal issue
• Providing feedback to immediate manager on individual team members, working with manager on performance improvement of individuals and the team as a whole
• Ensuring complaints/concerns are resolved or escalated in a timely manner
• Using Wananchi tools to manage data and to allow for analysis
Deadline of this Job: 09 December 2022
The job holder will be responsible for developing Burn’s customer experience strategy and delivering a seamless customer experience across all stages and touchpoints in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability.
Duties and Responsibilities:
• Drive a Customer First culture and enhance customer-centricity awareness to manage the strategic delivery of service excellence across all company channels and business units,
• Implementation of collaborative action plans to drive the strategic delivery of the company strategy for delighting the customer in coordination with marketing and other key functional leaders,
• Oversee the end-to-end contact center engagements and retention (scope design, partner sourcing/onboarding, and operational management of call center operations to attain company-defined standards),
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all customer stages, channels, and touchpoints within the customer journey,
• Champion the “Voice of the Customer “Initiative – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience improvement activities
• Build and create a team of top-quality business analysts and customer experience specialists with deep domain expertise in customer experience journeys,
• Enable a two-way stream with customer-facing teams by – collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers to align with the larger CX strategy,
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience,
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Be the lead resource person and trainer in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
KPIs
• Positive growth of Net Promoter Score,
• Positive improvements in Customer Turn Around Time (TAT) and Efficiency Scores for Customer Service,
• Contact Center Metrics to be within accepted best practice standards (call abandonment rate to be at 5%, Average Handling Time, budget management (agent – cost rations to be within best practice benchmarks), call reduction initiatives (reduce calls to Contact Center),
• Customer Experience Project Execution (projects are delivered within signed-off time/scope/cost).
Skills and Experience:
• Bachelor’s degree in sales & marketing, or a related field is desirable.
• Minimum of 8-10 years of experience in customer experience with a proven record of developing customer-facing strategies which drive customer satisfaction, after-sales management, and revenue contribution within different geographies in Africa,
• Experience or training in data analysis and visualization.
• Ability to interact at the senior management level, proactively advocating for solutions and managing the customer escalation process,
Other Vacancies
The job holder will be responsible for developing Burn’s customer experience strategy and delivering a seamless customer experience across all stages and touchpoints in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability.
Duties and Responsibilities:
• Drive a Customer First culture and enhance customer-centricity awareness to manage the strategic delivery of service excellence across all company channels and business units,
• Implementation of collaborative action plans to drive the strategic delivery of the company strategy for delighting the customer in coordination with marketing and other key functional leaders,
• Oversee the end-to-end contact center engagements and retention (scope design, partner sourcing/onboarding, and operational management of call center operations to attain company-defined standards),
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all customer stages, channels, and touchpoints within the customer journey,
• Champion the “Voice of the Customer “Initiative – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience improvement activities
• Build and create a team of top-quality business analysts and customer experience specialists with deep domain expertise in customer experience journeys,
• Enable a two-way stream with customer-facing teams by – collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers to align with the larger CX strategy,
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience,
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Be the lead resource person and trainer in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
KPIs
• Positive growth of Net Promoter Score,
• Positive improvements in Customer Turn Around Time (TAT) and Efficiency Scores for Customer Service,
• Contact Center Metrics to be within accepted best practice standards (call abandonment rate to be at 5%, Average Handling Time, budget management (agent – cost rations to be within best practice benchmarks), call reduction initiatives (reduce calls to Contact Center),
• Customer Experience Project Execution (projects are delivered within signed-off time/scope/cost).
Skills and Experience:
• Bachelor’s degree in sales & marketing, or a related field is desirable.
• Minimum of 8-10 years of experience in customer experience with a proven record of developing customer-facing strategies which drive customer satisfaction, after-sales management, and revenue contribution within different geographies in Africa,
• Experience or training in data analysis and visualization.
• Ability to interact at the senior management level, proactively advocating for solutions and managing the customer escalation process,
Other Vacancies
Deadline of this Job: 29 November 2022