Job Expired

company-logo

Head of Customer Experience

Kifiya Financial Technology

job-description-icon

Finance

Financial Management

Addis Ababa

10 years

1 Position

2024-08-03

to

2024-08-26

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Data Analytics

Marketing

Business Administration

Human Resource Management

Full Time

Share

Job Description

About this Role:  The Head of Customer Experience is a senior executive role responsible for leading &
managing Customer Care including the Customer Support Center/Call Center. This position is crucial in
supporting all business ventures under the Chief of Enterprise & Growth, ensuring that these functions
align with & enhance Kifiya's overall business goals & growth strategies.

Key Responsibilities:

• Lead Customer Care Strategy: Develop & implement a strategy aligned with Kifiya's goals for exceptional service across all channels.
• Set & Monitor KPIs & SLAs: Establish & monitor key performance indicators (KPIs) like call resolu on rates, customer satisfaction on, & adherence to service level agreements (SLAs).
• Analyze & Improve Customer Experience: Leverage data & feedback to identify areas for improvement, implement strategies to enhance customer satisfaction on & efficient issue resolution.
• Drive Continuous Improvement: Foster a culture of continuous improvement within the call center for optimized performance & service delivery.
• Manage Call Center Resources: Effectively manage budgets for personnel, technology, & training to ensure efficient call center operations.
• Direct Call Center Operations: Oversee call routing, queue management, adherence to quality standards, and exceptional service delivery.
• Evaluate & Implement Technology: Implement new technologies to improve efficiency, optimize agent productivity, & enhance the customer experience.
• Foster Collaboration & Communication: Build strong relationships with other departments & communicate effectively with staff, utilizing customer feedback to improve service across Kifiya.

Job Requirements

The ideal candidate should possess:
• Bachelor’s degree in Business Administration, Marketing, Data Science, Human Resources, or a
related filed; a Master’s degree or relevant professional certification is preferred.
• Minimum of 10 years of experience in shared services or related fields, with at least 5 years in a
leadership role.

Other personal characteristics:
• Strategic Leadership: Expertise in developing customer care strategies, managing KPIs, and driving
continuous improvement.
• Customer Focus and Collaboration: Skilled in enhancing customer satisfaction, implementing
technology, and fostering cross-departmental communication. 

How To Apply

To apply for the Head of Customer Experience position , please follow the guidelines below:

Email Subject:
Please use the following subject line when submitting your application: "Application for Head of Customer Experience".

Resume/CV:
Attach your updated resume or curriculum vitae (CV) in PDF or Word format. Ensure that your resume highlights your relevant skills, experience, and educational background.

Contact Information:
Ensure that your CV includes your full name, phone number, and email address. This will make it easy for the hiring team to reach out to you for further communication or to schedule an interview.

Send your CV to the email hiring@kifiya.com

Fields Of Study

Data Analytics

Marketing

Business Administration

Human Resource Management

Related Jobs

about 7 hours left

Kerchanshe Trading PLC

Financial Intelligence Lead

Finance Manager

time-icon

Full Time

13 yrs

4 Positions


MA or BA Degree in Accounting, Accounting and Finance, Management or in a related field of study with relevant work experience, out of which 4 years in leadership are required. Duties and Responsibilities: - Lead the development and execution of financial intelligence strategies - Analyze financial data to inform strategic business decisions and optimize financial performance. - Develop comprehensive financial models to support forecasting and budgeting processes.

Addis Ababa

1 day left

Ethio jobs

Assistant General Manager / Finance Director

Finance Manager

time-icon

Full Time

10 yrs

1 Position


MA Degree in Management, Accounting, Finance or in a related field of study with relevant work experience Duties and Responsibilities: - Oversee payroll payments and government withholdings below 50,000 birrs, including monthly income tax and pension filings. - Prepare comprehensive reports on behalf of the company, including financial statements and operational summaries. - Prepare financial and operational reports twice a month and quarterly, including financial statements and progress updates on company performance.

Addis Ababa

4 days left

Hakicon Engineering PLC

Finance Dept. Manager

Finance Manager

time-icon

Full Time

12 - 15 yrs

1 Position


Master's or Bachelor's Degree in Accounting, or in a related field of study, with relevant work experience

Addis Ababa

7 days left

Berhan Insurance S.C

Manager, Finance & Investment Department

Manager

time-icon

Full Time

8 - 11 yrs

1 Position


MA or BA Degree in Accounting and Finance, Business Administration, Economics or in a related field of study with relevant work experience, out of which 4 years of experience shall  be in managerial capacity, insurance experience must be in any one or more of the core areas of insurance operations.

Addis Ababa

9 days left

Danish Refugee Council

Grant Management Officer (Rolling Basis)

Grants Officer

time-icon

Full Time

4 yrs

1 Position


Bachelor Degree in a related field of study with relevant work experience, out of which 2 years’ experience directly on grants management. Duties and Responsibilities: - Identify potential funding opportunities that align with the country strategy plan and conduct donor mapping to evaluate funding landscapes. - Ensure timely and quality reports that meet donor and internal requirements with support from program and finance staff.

Addis Ababa

12 days left

British Embassy in Ethiopia

Finance Analyst

Financial Analyst

time-icon

Full Time

7 yrs

1 Position


BA Degree in Accounting, Finance or in a related field of study with relevant work experience Duties and Responsibilities: - Support the finance lead and colleagues across the embassy on the annual budgeting processes and in-year budget management, including on the management of large cash forecasts. Drafting of high-quality reports, including to leadership and the Delivery Board to support decision making on key financial issues. Coordinate inputs from various teams to corporate exercises, e.g. support the month-end and year-end accounting processes. - Work with the finance lead to support the maintenance and strengthening of the internal control environment both on programme delivery and corporate services to mitigate risks, by ensuring compliance with key finance processes and making associated recommendations for improvement. Support internal and external audits and report on progress made recommendations relating to finance and control.

Addis Ababa