• Work with key stakeholders to define project requirements and delivery milestones• Direct management of project team for different projects• Project planning and tracking, creating key milestones and performance indicators• Support Business Analyst and Product Owners in Requirement gathering process • Financial management budgeting, forecasting and getting funding from sponsor• Management of 3rd party vendor, Suppliers and contractors across projects• Provide high level project reports to stakeholders, project working committee, project steering committee• Delivering project objectives to strict budgets, deadlines and service level agreements• Supporting integration activities, help with the creating of necessary technical documentation and other project handover document• Perform risk management to minimize project risks and develop a risk mitigation response plan• Responsible for the change management process on all projects• Created project plans, designed, and implemented solutions• Supervise and coordinate the Project Team by managing and monitoring. schedules, supervising and filing important documents and communicating relevant information

• Plan and coordinate programs within the Organisation• Oversee a social media strategy and support the day-to-day management of the social media profiles.• Create strategies and initiatives to raise funds for the organisation.• Develop and manage digital marketing campaigns.• Implement communications and digital strategies that meet organizational objectives• Draft and edit communications copy (journals, proposals, reports, social media content e.t.c )• Coordinate communications strategies around core programmes and projects.• Research, write and optimise content for the organisation.• Connect, research, maintain and update media lists and stakeholder contacts• Liase with community leaders and stakeholders• Connect and liase with graphic designers to produce high quality materials as required and manage the production process from concept to delivery.• Research and draft copy for print and digital channels, including interviewing, editing, proof-reading• Manage the production and distribution of proposals, reports, journals, including writing content and sourcing images• Build strategic relationships and partner with key industry players, agencies and vendors.• Coordinates communications for internal events, liaise and manages communications coverage of external events.• Manage the organisation database system.• Organise and seek sponsorship support for Community Programmes

Contribute to a seamless transmission of making contributions from employers into employees account, in a timely manner.Build and maintain strategic relationships with employers by having a deeply rooted relationship with liaison officers, HR Managers, Union executives and top executives.

• Administering all incoming and outgoing call, ensuring phone calls are directed accordingly, taking telephone messages for various personnel and call logging.• Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.• Educate customers on ARM services, functionalities, features and competitive advantage.• Up and Cross sell ARM Pensions products and services (Telemarketing) to grow capital and client base.• Establish and maintain professional business relationship with customers to enhance ARM's business, image and services.• Liase with Benefit team and ensures that RSA holder and Retirees have access to their benefits according to the Pension reform Act 2014• Prepare standard and ad hoc reports on RSA holders and Retirees for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service• Ensure delivery of excellent customer care and service delivery for a first call resolution.• Manages and reports on weekly basis on the customer status activities/queries.• Follow through on customer queries ensuring prompt resolution and feedback.• Manages and support emails and chat with clients on the company’s accounts.• Functions as the customer centric personnel for the company.• Manages the customer relations file management system.• Serves as an interface between the prospective customers and relationship management consultant.• Facilitate and support in the coordination of customer service week.

•Receive and resolve fault calls at first level of trouble shooting and document appropriate processes taken to resolve fault and maintain good working relationship with customers.•Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.•Attracts potential customers by answering product and service questions; suggesting information about other products and services.•Opens customer accounts by recording account information and maintains customer records by updating account information.•Maintains financial accounts by processing customer adjustments.•Recommends potential products or services to management by collecting customer information and analyzing customer needs.•Prepares product or service reports by collecting and analyzing customer information, and generate necessary periodic reports for both internal and external use•Contributes to team effort by accomplishing related results as needed.•Responsible for orderly 2nd level fault handover and follow up to ensure that open ticket is successfully closed within SLA limit

Incident Management: Handling Call logging, resolution, follow-up and call closure based on ITIL best practices using the Service Center Client software by HP.Providing technical support to a wide range of users and supporting desktop applications including, Ms Office 2003/2007, Win 2K/XP/Vista/7, Lotus Notes, Ms Outlook, ETQ (Excellence Through Quality), SAP (Systems Application Product in Data Processing), IPASS and VPN remote access.Installation, configuration, and troubleshooting of hardware / software issues on desktop / laptop PC, doc station, printer and network printer.Resolution, maintenance & troubleshooting of network connectivity related queries.. Administer and maintain Server and LAN & WAN network equipment to ensure high availability and high performance of the systems. Track and deploy Windows patch and update to maintain baseline of IT security standard and policies. Perform routine Network security measures to prevent unauthorized access.Bandwidth management and Network Traffic Analysis with Monitoring Tool.Inventory management: maintaining and controlling the inventory of IS Devices.Backup and Recovery of the Enterprise Server using BrightStor ARC serve Backup r11.1 on Windows 2003 Server.Maintain and update technical support document, IT report and policy. Effective management of service providers to ensure optimal value to the company based on SLA.Handle IT training and provide necessary guidance to end user.Coordinate and deploy corporate IT projects as required.Managing the data centre which include the File & Print, Active Directory , AHM Probe Servers, UPS, LAN & WAN Equipment, PABX( Hipath 38000) and the FM 200

• Manning a First Level Help Desk.• Logging Phone Calls and Opening Fault Tickets• Implementation of Quality Management System.• Opening of fault tickets, coordinating it until resolved• To update all scheduled maintenance from the scheduling to the executing including updating all necessary charts to ensure total conformance with ISO• Raising of non-conformance query incase of any non-conformity and to ensure a corrective action• Providing IT Support Desk Services for Clients (According to their SLA)• Coordination of daily operations’ activities, allocation of resources updating of customers’ database through Lotus notes, to ensure prompt response to faults as regards the company’s quality policy and administrative functions.• Escalations to next level support• Resolution of Fault tickets• Writing of daily, weekly, monthly and quarterly reports of the network• Fault finding and troubleshooting of different types of networks.

Manning a First Level Help Desk, by Logging Phone Calls and Opening Fault Tickets and coordinating, until resolvedProviding IT Support Desk Services for Clients on desktop applicationsResolution of systems/Network related queries and faults encountered by users.Systems assembling and physical configuration (Hardware and Software).Installation of operating system, application packages and device drivers.Deploy and configure workstations, printers and other network peripheral equipments.Systems upgrade, maintenance & troubleshooting.Managing network IP addressesWriting of daily, weekly, monthly and quarterly of IT reports of the networkMonitoring network security and alerts.

Desktop support for users of windows 2000, XPIn-house network support engineerAttend to and resolved computer hardware faultsInstallation, Configuration and general maintenance of computersSoftware and hardware installationEnd-user training.Office AdministratorFacilities and Record ManagementHandling incoming and Outgoing correspondencePerforms diversified duties including office administrative & executive-level supportMaintains executive's calendar, prepares and sequences agendas.PROJECTSUpgrade from Lotus Notes 6.5 to Lotus Notes 8 on end user workstationsUpgrade of File and Print Server from windows 2000 to 2003Upgrade of Telecommunication Mast.Extension of structured Voice and Data cablingUpgrade from VSAT to Radio Link using AvarionDeployment of IP telephony to end users.Installation and Configuration of Windows Server 2008.Wireless Router Configuration.