National Service Center Manager
Location : Lusaka, Zambia
Position : Full-time
Reporting to : Head of Customer Experience
Application Deadline : Rolling
Compensation : Competitive salary and benefits commensurate with relevant experience and qualifications
Job Description :
Fenix Zambia is seeking talented, motivated National Service Center Manager to join our rapidly growing team. This position is a key role within the Customer Experience Department in a fast-paced environment at the forefront of providing a world-class customer service experience in the sectors of renewable energy and mobile payment technology.
The successful candidate will work closely with the Regional Service Center Teamleaders for the delivery and provision of an exceptional last mile customer experience that actively promotes customer retention.
The National Service Center Manager is responsible for all Service Centre performance indicators and maintaining an exceptional standard within the network as this grows to scale.
They will be responsible for the management and development of their team including performance management, skills training, providing feedback for continuous improvement, professional development, hiring, transfers, culture and team motivation.
They will also contribute to the overall Customer Experience strategic plan and forming part of the CX leadership team.
It requires an individual who will drive key strategic initiatives focused on improving efficiency and quality across multiple company verticals, with support from global teams.
Using data driven insights to make project recommendations to implement, as well as drive project rollout at scale.
Key Responsibilities :
Provide exceptional leadership and support to the Service Centre Associate Teamleaders and their remote field based teams ensuring that they maintain Fenix standards of exceptional customer experience
Drive innovation at our Service Centers to improve customer experience and / or increase the efficiency of the Service Centers
Create tools and processes needed for the smooth day to day operations by the SCAs
Develop training materials and create scalable training systems
Ensure effective communication and implementation of processes, policies and procedures that drive the business at the Service Center level
Spearhead hiring and recruitment of new SCA team in new locations as part of the overall strategic last mile distribution plans
Where needed, proactively build relationships and collaborate with MTN dealers to align SCA activities with MTN dealer KPIs
Collaborate with the Sales Team and Portfolio health teams to drive growth and ensure customer retention
Collect, analyze, and report data from monthly SCA activities and tools including but not limited to the use of SCA Scorecards, exceptional CX standards, Service Center quality standards, Service Center network growth (including finding, preparation of MVP’s and launching new Service Centers), inventory control, generating revenue through upgrade and new kit sales, customer follow ups etc
Tracking within team budget and expenses, propose future costing and ensure budget adherence
Identify relevant cost reduction strategies, ensuring implementation won’t be at the expense of other company goals, in particular customer experience
Work with Head of Customer Experience on special projects related to Customer Experience or across country level operations as required.
Required Skills and Experience / Qualifications :
1-2 years professional / working experience managing teams and delivering after sales service and / or customer service related fields
Tertiary qualification - diploma or degree in Business Administration, Customer Services or relevant field
Demonstrate passion for Fenix's mission, values and customers.
Working knowledge of customer experience, centre management concepts and tools.
Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
Outstanding written and verbal communication skills both with teams and across multiple departments
Critical thinker with strong strategic and competitive insights
Good influencing and negotiation skills
Flexibility and willingness for rural travel spending up to 40% of the time in the field, getting to know the Fenix customer and their teams
Intermediate skills with Excel, Word and Powerpoint.
Organised and able to follow through and prioritize tasks
Strong attention to detail
Proficiency in English and at least one local language (Nyanja or Bemba)
Highly Desired Skills :
Experience working in the field of renewable energy or financial services
Experience working with last mile customers and managing remote teams
Experience with Tableau, SQL or other data analytics tools
Proficiency in other languages highly desired. Languages of particular interest include French, Tonga, Lozi, Kaonde.