Reporting to the Head – Customer Experience, the role holder will be responsible for assisting the head of customer service in driving the Bank’s Customer Experience Strategy for increased wallet share, repeat business and customer retention. The role holder will also be required to ensure continued improvement and implementation of customer experience and service policy at all levels as well as ensure that quality customer experience and service standards are maintained at all customer touch points within the bank.

The Role
Specifically, the successful jobholder will be required to:

• Support the head of customer experience in driving the banks customer experience strategy to support growth and efficiency across the business.
• Drive service excellence through team of customer experience partners and ensure delivery of outstanding services in branch network as well as head office and other support departments.
• Ensure adherence to quality customer service standards and the service policy at all customer touch points within the bank for both external and internal customers through training and monitoring of compliance to the same across the bank network.
• Ensure implementation of effective service delivery measures and tracking of SLAs across supported areas.
• Provide support to business in addressing and closing identified gaps and ensuring the same are adequately followed through and resolved.
• Champion service campaigns with the support of customer experience partners to enhance customer loyalty and embed service culture across the business.
• Share best practices, nuggets and other relevant material with the business to drive the right service behavior.
• Ensure active QMS monitoring in branch network for efficient service delivery to our customers
• Monitor and oversee adherence to interlinked business SLA’s for improved Customer Experience.
• Report to business and stakeholders regularly on Customer Experience performance including relevant updates for supported areas.

Skills
The successful candidate will be required to have the following skills and competencies:

• A Bachelor’s degree preferably in a business related field from a recognized University with at least 3 years progressive work experience in a similar role within a dynamic service organization.
• Assertive, well informed and knowledgeable on customer service matters and market trends.
• Demonstrable experience and competencies on implantation of customer experience strategies.
• Strong communication and presentation skills and excellent analytical and reporting skills.
• Good team leadership skills and must demonstrate agility in approach, decision making and innovation and problem-solving.
• The ability to handle pressure and difficult situations with resilience, calmly and effectively.
• Good knowledge of bank products, services and banking regulations and statutory requirements.

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Reporting to the Head – Mortgage Finance, the role holder will be responsible for overseeing growth, penetration and quality initiatives of the mortgage finance products through analysis, benchmarking and service process improvement. The role holder will also be responsible for initiating and conducting market research and intelligence, doing product design & development and customer need analysis as well as launching of new products.

The Role
Specifically, the successful jobholder will be required to:

• Oversee the development and implementation of strategic initiatives for marketing and selling of mortgage finance products with a focus to grow business volumes, customer base and income.
• Spearhead the development of new mortgage finance products and solutions that are tailored to meet the ever changing needs of our customers.
• Develop and implement initiatives for maintaining strong relationships with existing customers as well as develop new relationships that guarantee a portfolio of mortgage finance customers.
• Work with individuals from across the bank to identify and define target market segments, market requirements, key business strategies and the competitive environment for our niche portfolio.
• Champion risk approvals for mortgage finance deals and provide risk management of mortgage finance portfolio and structured solutions to mitigate risk.
• Drive overall client satisfaction and service benchmark for mortgage finance offerings and also build customer loyalty. This will mean benchmarking against world-class mortgage finance providers and ensure that standards of the mortgage finance department meet global best practice.
• Lead the development from conceptualization till launch of new products and services designed to deliver superior value for customers and profitability for the Bank while ensuring strict adherence to Banks principles and guidelines.
• Champion and deliver world class customer service by ensuring quality service delivery for customers within the bank’s Service Level Agreements.

Skills
The successful candidate will be required to have the following skills and competencies:

• A Bachelor’s Degree in business related field from a recognized University with at least seven years working experience in banking operations, four of which must be in credit, product development and project planning & management.
• MBA or advanced degree in Business Administration or Finance and IT/Project management certification will be an added advantage.
• Proven knowledge in all mortgage finance products and related business aspects is an added advantage.
• Proactive, assertive and highly adaptable to change with strong analytical skills and customer centric mindset.
• Personal organization and thoroughness coupled with the ability to work under minimum supervision with good Judgment skills.
• Ability to analyze data, information and situations for effective work performance with excellent attention to details and quality output.

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Reporting to the Head – Mortgage Finance, the Property Hub Manager will be responsible for property sales and mortgage origination. He/she will ensure conversion of short-term projects loan to long-term mortgage loan by planning, coordinating and monitoring of the virtual and physical property hub objectives including solutions and services provided to end user mortgage customers.

The Role

• Ensure conversion of projects to end user mortgages and be responsible for property sales and mortgage origination
• Close sales through coordinating buyer- seller meetings, showing properties, relaying offers, suggesting alterations to offers and writing of contracts.
• Implement Property hub sales programs by developing field sales action plans and increase the numbers of developers/vendors/partners within the Property Hub
• Negotiate property prices through discount agreements with developers and partners, make recommendations/improvements that will increase sales and income from property hub and encourage the use of accounts to drive long-term deposits in the various prospective customers.
• Maintain and develop meaningful relationship with Real Estate developers/external stakeholders and drive partnership with estate agents, rent aggregators, hardware stores, compliance authorities and real estate professional bodies.
• Liaise with Marketing Department in organizing sales events, forums/buyer activities aimed at increasing sales.
• Guide /Co-ordinate opinion surveys on the real estate market as requested and manage the online portal with updated properties and requests.
• Maintain in-depth knowledge of market conditions and periodical bulletin to help manage the customer and bank expectation.
• Manage and conduct site visits with clients to ensure a good customer experience.
• Promote and show properties to prospective tenants and ensure the property hub services supports the overall corporate objective of the bank.
• Develop and prepare management reports pertaining to the key property hub activities and ensure regular updates of data/information on virtual and physical property hubs.

Skills
The successful jobholder will be required to possess the following qualifications: -

• A Bachelor’s degree in Built Environment or Marketing from a recognized university.
• Minimum 7 years of experience, in marketing and most preferably real estate with exposure in organization and participation in property sales events.
• Understanding of marketing and customer service principles coupled with knowledge on financial and accounting principles.
• Excellent interpersonal and communication skills – friendly, diplomatic and assertive when required.
• Exceptional organizational and multi-tasking skills.
• Pro-active in problem solving coupled with the ability to work under own initiative.
• Good attention to detail, an ability to see the bigger picture and a head for figures, margins, budgets, and revenue

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Reporting to: Data Scientist

The Role:
We are looking for a hard-working, well organized, highly analytical individual to join our Risk department as a Senior Statistical Analyst. The Senior Statistical Analyst will help to develop and execute predictive models and advanced analytics, facilitate machine learning, predictive analytics, data mining, advanced analytics, statistics, workload prioritization, operations research, risk analysis, streaming analytics, anomaly detection, exploratory data analysis, ETL, event log processing, mathematical modelling, graph/network analysis, data visualization, data access, storage and retrieval.The right candidate should be personable with ability to independently research statistical techniques and their application to business.

Greenlight Planet offers numerous opportunities to grow professionally, across a variety of geographies.  This role will have exposure to all of the company’s core departments and regularly interact with Greenlighters across all levels, from field sales executives to heads of departments.  We are looking for strong performers that are innovative by nature, entrepreneurial and excited for the opportunity to progress in a high-growth business.

Responsibilities

• Developing and executing predictive models and advanced analytics.
• Machine learning, predictive analytics, data mining, advanced analytics, statistics, workload prioritization, operations research, risk analysis, streaming analytics, anomaly detection, exploratory data analysis, ETL, event log processing, mathematical modelling, graph/network analysis, data visualization, data access, storage and retrieval
• Independently researching statistical techniques and their application to the business
• Monitoring existing predictive models for ongoing efficiency and stability; performing refreshes as necessary.
• Communicating findings and recommendations via written and oral presentations; conveying a clear understanding of business implications.
• Effectively handling data through quality checks and appropriate transformations; expertly and efficiently handling large datasets.
• Documenting activities in an organized manner to facilitate knowledge retention.
• Attending occasional late-night and early-morning calls with colleagues around the world
• Performing other related work as required or requested.

The ideal Senior Statistical Analyst has:

• Bachelor’s Degree in Statistics, Actuarial science or any other Quantitative Field
• At least 5 years’ experience within a Fintech Company, with at least 2 years at a team leader level
• Strong analytical skills to effectively apply statistical methodologies in addressing business challenges
• Predictive modelling and analytics background, either through direct experience, or a relevant degree
• Skilled user of R or Python
• Skilled user of SQL
• Proficiency in Microsoft Excel
• Ability to learn quickly, initiate and drive projects to completion with minimal guidance.
• Ability to thrive in a dynamic and fast-paced environment.
• Experience using Looker, Tableau, or Periscope (an added advantage)

We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia.  If this sounds like you, we would love to hear from you.

Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.

Greenlight Planet is an Equal Opportunity Employer. We consider all applicants without regard to race, color, religion, sex, martial status, sexual orientation, national origin, HIV/Aids, disability or any other protected characteristic as established by law.

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Reporting to: Chief Financial Officer

The Role:
Greenlight Planet offers numerous opportunities to grow professionally, across a variety of geographies.  This role will work closely with various internal and external stakeholders stake holders across functions like Sales, Marketing, Finance etc to provide seamless reverse logistics and Quality Control operations across Africa.

The role may involve travel of about four days every month.

Responsibilities
The Quality Control Manager will manage resources and daily operation of the function to ensure efficient execution of relevant reverse logistics supply chain processes and to strive for functional excellence of all activities by:

• Leading the expansion of service centre footprint across Africa
• Creating processes to service customers with a faulty light with world class service levels
• Leading the demand and supply planning activities
• Creating partner facing reverse logistics models for Sun King partners

The ideal Quality Control Manager has:

• A Bachelor’s degree or Post Graduate qualification in Operations from a Premier institution
• Relevant experience setting up after sales and quality control infrastructure  including service and refurbishment centers; spare parts management; repair and replacement policies and designing world class customer service processes.
• 3-5 years’ work experience managing after sales service in consumer durables sector (experience with companies working in rural markets preferred).
• Experience working with cross-functional, multi-country teams
• Experience handling large Microsoft Excel files
• Knowledge and hands-on experience designing and implementing unique reverse logistics processes and infrastructures.
• Knowledge of handling imports and clearance for spare parts.
• Knowledge of working and managing large and distributed network of service centres and refurbishment centres.
• Knowledge of pricing and receivable modules for customer servicing.
• Knowledge and working experience of ERP systems (SAP R3, Oracle, etc.)
• Excellent communication skills
• Energy, drive and the ability to handle multiple challenges and rapid growth

We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia.  If this sounds like you, we would love to hear from you.

Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.

Greenlight Planet believes in equal opportunity for all people, everywhere. It is the reason we exist! So, regardless of your race, color, religion, sex, marital status, sexual orientation, national origin, HIV/Aids status, disability or any other protected characteristic as established by law, we will accept your application and make a decision based on your suitability for the position.

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Reporting to: Pre-sales and Commercial Manager

The job holder will be required to ensure that the financial business case activities for the Enterprise department meet the Enterprise objectives with minimal risks, through management of the entire bid process and commercial activities.

Responsibilities

• Develop business cases and any escalation packs within the Telkom policies and develop commercial solutions/terms and conditions with minimum risk in accordance with the overall financial strategy
• Develop the customer solution business case as well as internal technology optimization business cases to support new technology implementation and sales growth strategies.
• Determine pricing and financial information based on internal and external costing
• Oversee the design of customer solutions to address business needs and goals while leveraging Telkom’s products and services
• Attending pre-bid meetings as per customer’s invitation to qualify and scope the bid documents to determine client needs.
• Compiles the final bid document and submits to customer.
• Deliver professional presentations to customer together with the sales team.
• Facilitate the resolution of customer bid queries through relevant stakeholders
• Report accurate, relevant and timely information on solutions and bid progress tracking.
• Responsible for ensuring all technical proposal on EOI/RFP/RFI in support of the sales team
• Manage and drive innovations within the Enterprise product offering by tailor making solutions to drive high value sales
• Supports the bid process by providing financial proposal and tender security value to be incorporated in final bid document response
• Submits and receives bid request feedback from listed partners for services not offered by Telkom
• Manage internal cross functional and inter-departmental stakeholders’ communication on bid requirements
• Identify and build relationship with internal and external partners required to build end-to-end bids
• Maintain a due diligence database to ensure Telkom is competitive with financial proposals
• Complete the Investment Committee document to go for approvals as per documented Investment Committee Management Process.
• Manage internal approval requirement for all statutory documentation requested for in bid document
• Reporting progress of all bids from initial stage to submission and post submission stages
• Produce post bid reviews and handover documentation to Implementation team

Academic/ Professional Qualifications:

• Relevant business related degree.
• 2-4 years’ Experience in Commercial Management, Sales Cycle and Procurement Laws.

Professional Skills:

• Excellent negotiation skills
• Good in commercial management
• Excellent communication and interpersonal skills
• Excellent stakeholder management skills
• Be a natural communicator with excellent written and oral presentation skills.
• Strong planning, organization and time management skills

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Reports to the Chief Executive Officer. Supervises: Head of Finance and Administration, and Head of ICT.

Responsibilities

• Coordinating preparation of annual budgets
• Developing and implementing financial policies and procedures for proper use of the Authority’s financial resources
• Preparing of financial and management reports as required by law
• Supervising and coordinating banking transactions and cash management procedures
• Managing the Authority’s cash flow
• Ensuring compliance with all fiscal controls and statutory requirements
• Developing and managing proper asset management records
• Implementing the IT strategic plan in support of the corporate plan and business plans
• Determining the most effective and efficient ways of implementing technology based solutions to support the stated requirements of the various departments
• Identifying opportunities for the application of technology to assist the various departments achieve their objectives
• Supervising, appraising, training and developing staff in the department

Profile:

• Be a citizen of Kenya
• Meets the requirements of Chapter six of the Constitution of Kenya.

Required Functional Skills

• A Bachelor’s degree in Commerce or Business Administration or equivalent and a Master’s degree in Business Administration, social sciences or related areas.
• Certified Public Accountant (CPA-K) in good standing, or equivalent
• Excellent computer skills with expertise in Microsoft office packages
• A minimum of ten years senior managerial experience five of which should be in senior financial management in the public or private sector
• Familiarity with PFM Act, 2012, PFM Regulations, 2015 and International Public Sector Accounting Standards
• Preparation of financial statements up to audited accounts

Required Behavioural Skills

• Candidates must be a person of integrity, demonstrate excellent interpersonal skills and be a team player
• Strong managerial and leadership skills, including motivating, developing, coaching and leading teams
• Demonstrated high ethical standards
• Demonstrate experience in result based strategic planning, monitoring and evaluation as well as financial management skills.
• Be an effective communicator with excellent negotiations and people leadership skills
• Excellent knowledge of relevant computer software and applications.

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The Regional Climate Services Co-Production Capacity Building Officer (CBO) is primarily responsible for supporting the development of ICPAC’s technical capacity for improved coproduction and delivery of climate services, and supporting the institutional capacity strengthening needs of regional CIS-users. The position will work closely with the consortium of partners (ICPAC, NCSU, IRI ENACTS, UK Met Office), with the targeted networks and platforms (IGAD Drought Disaster Resilience and Sustainability Initiative (IDDRSI), Food Security and Nutrition Working Group (FSNWG), Greater Horn of Africa Climate Outlook Forum (GHACOF), Kenya National Meteorological and Hydrological Services (NMHS) and with other regional initiatives and WISER projects) to facilitate the co-development and coproduction process of relevant climate products and services. The position will be supervised by the Regional Climate Services Co-Production Project Manager and will work together with the CARE international staff who will provide strategic direction and support to CARE’s role in the project.

Responsibilities:

Job Responsibility 1: Project coordination, planning and implementation:

• Support in the development of annual workplans, and detailed implementation and monitoring plans
• Monitor progress and provide ongoing feedback and suggestions to project management
• Contribute to required project monitoring and donor reporting
• Support the identification, documentation and dissemination of good practices and learning related to CIS
• Contribute to transparent and participatory project management and decision-making processes
• Support and actively participate in technical project coordination and planning and review meetings.

Job Responsibility 2: Integrating co-production processes at ICPAC:

• Lead/facilitate organizational capacity assessments, trainings in strengthening ICPAC’s capacity in co-production and use of climate services in GHA
• Develop a strategy for embedding coproduction practices within ICPAC and fostering them through the region
• Facilitate/support training activities to strengthen ICPAC’s capacity in co-production and use of climate services in GHA; Strengthen ICPAC skills in facilitating multi-stakeholder learning processes and climate knowledge brokering
• Guide ICPAC in the use of participatory processes (like participatory scenario planning) in the identification of new products and climate services
• With ICPAC, develop guidelines for user centred co-production of climate services and link with the TRANSFORM project. Within this, support the development of Standard
• Operating Procedures (SOPs) for climate information services
• Develop and deliver training modules on coproduction for ICPAC to build capacity of NMHS and identified regional networks to jointly develop and use relevant and locally interpreted climate services
• Support ICPAC to assist NMHS in institutionalising co-produced climate services within their national CIS plans and local development plans.

Job Responsibility 3: Climate Information and service access and uptake:

• Support the design and organization of regional scoping and user mapping meetings in selected East African countries;
• Facilitate the development of enhanced user engagement strategy and plan for future GHACOF meetings
• Facilitate priority networks and their member organizations to explore their current engagement in and use of climate information
• Facilitate cross-learning for ICPAC, NMHS and regional users to exchange innovations, experiences, impacts and gaps in coproduction of climate services for specific decision making and user needs at or after GHACOFs, with reflection on how to improve approaches and relevance of climate information. Learn from users on the role of climate services in the larger context of development, adaptation/resilience and humanitarian response
• Facilitate dialogue between users and providers to match climate information products (those existing and as listed above, and including rolling seasonal forecasts and ENACTS Maprooms) with user decision making needs, processes and systems to enable actionable information at regional to national level
• Establish links on coproduction and climate knowledge brokering between ICPAC and relevant Universities in the GHA region who are involved in CSRD (University of Nairobi, Makerere, Sokoine). This includes meetings, participation of Universities in GHACOFs, learning exchange, training module development and other regional WISER
• events.

Authority:
1. Supervision:
This position does not supervise any other staff.
2. Decision Making:
The CBO will exercise decision making over aspects of program implementation and monitoring with oversight from the Project Manager and in consultation with the CARE
technical team and CI UK.

Contacts/key Relationships (internal & external):

External
The program requires maintenance of relationships and a high degree of networking.
The main contacts will be:

• ICPAC
• IRI
• URI
• UK Met office
• IGAD Drought Disaster and Sustainability Resilience Initiative (IDDRSI)
• Food Security and Nutrition Working group (FSNWG)
• Greater Horn of Africa Climate Outlook Forum (GHACOF)
• Network of Climate Journalists of the Greater Horn of Africa (NECJOGHA)
• Strengthening Climate Information Partnerships - East Africa Project (SCIPEA)

Internal

• Project Manager
• Senior Technical Advisor- Climate Change and Resilience (UK)
• Senior Technical Advisor- climate change adaptation and climate services (East Africa Region, Ethiopia)
• Co-production Technical Consultant (Kenya)
• All Senior Officers and Managers at the regional and national level

Working Conditions:

• The incumbent is based in Nairobi. He/She will spend, on average, four days a week seconded to the ICPAC office. When not at ICPAC, he/she will be based at the CARE Kenya Office.

Qualifications:
1. Education:

• Bachelor’s degree in climate change and society, meteorological science, Disaster Management, or other related fields. A M.Sc/M.A degree in the same field will be an added advantage.

2. Experience

• Minimum of 5 years of proven work experience in Capacity Building Programs (designing, planning and implementation) in the area of weather and climate information services and products;
• Knowledge of participatory scenario planning, knowledge brokering and social change communication, ENACTS Maprooms, early warning and DRR, meteorological forecasting and climate modelling;
• Understanding of climate risks and vulnerabilities in the East Africa region;
• Work experience in an international organization is an advantage.

3. Skills and Competencies

• Analytical skills: Proven writing and analytical skills in climate change operations; ability to initiate innovative approaches and originality at work; sound analytic, conceptual and strategic thinking;
• People Skills: Proven ability for team-working and multi-tasking; resourcefulness, attention to details and client orientation; Ability to provide leadership and strategic guidance to team. Demonstrated ability to listen to and support project staff and partners, and to work with communities in a sensitive and participatory manner.
• Communication Skills: Well developed written and oral communication skills in English. Able to communicate clearly and sensitively with internal and external stakeholders.
• Computer Skills: Basic computing skills including Microsoft Word, Excel, PowerPoint, and Outlook. Preferably skills related to virtual network communication using the Internet.
• Integrity: Works with trustworthiness and integrity and has a clear commitment to CARE's core values and humanitarian principles.
• Resilience/Adaptability and flexibility: Ability to operate effectively under difficult circumstances. Willing to travel up to 30% of time.

4. Right to Work

• This position is based in Nairobi. Kenyan nationals and those with a right to work in Kenya are invited to apply.

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APHRC seeks to recruit up to five researchers to work in its Data and Measurement (2), Ageing and Development (1), Urbanization and Wellbeing (1), and Population Dynamics and Sexual and Reproductive Health & Rights (1-2) Units.

Responsibilities

• Provide leadership to scientific research unit, program or project in a defined area of work
• Lead or support a cohesive team and ensure projects in thematic areas are efficiently implemented
• Contribute to policy engagement and strategic planning as may be needed
• Lead and contribute to proposal development and fundraising for research projects in the unit
• Mentor junior researchers and facilitate in the Center’s training programs as needed
• Secure and manage the necessary human, financial and material resources in the unit, project or program
• Represent the Center at high – level national, regional and international forums, including relevant technical working groups and expert committees
• Contribute to institutional publications (i.e. lay dissemination materials such as- policy/research briefs and fact sheets)
• Oversee data quality and analyses

Qualifications and Experience

• PhD in social, health or behavioral sciences, including demography, biostatistics, epidemiology, public health, Urban Studies, etc
• Rank is open and successful candidates may be appointed at postdoctoral (0-3 years), Associate (3- 5 years), Research Scientist (5-8 years) or Senior Research Scientist (10+ years) levels depending on experience and track record
• Experience working in a research institution, leading research programs or managing research projects
• Experience with conducting evaluations of interventions will be an added advantage
• Excellent scientific writing skills
• Good quantitative or qualitative skills; experience with mixed methods will be an advantage provided one is very strong in quantitative or qualitative methods
• Strong proposal writing skills and track record of winning research grants

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