1. Stakeholder Management2. Leadership3. Business Development4. Compliance

Duties and Responsibilities:1. Create and seek approvals of Customer Service delivery budget and plans each financial year. 2. Execute approved service delivery plans in accordance to the business strategy by providing daily progress production report against new sales and trouble tickets received.3. Ensure trouble tickets are resolved within the stipulated Service Level Agreement of six (6) hours resolution-time and forty eight (48) hours for new subscribers.4. Empower the… Show more Duties and Responsibilities:1. Create and seek approvals of Customer Service delivery budget and plans each financial year. 2. Execute approved service delivery plans in accordance to the business strategy by providing daily progress production report against new sales and trouble tickets received.3. Ensure trouble tickets are resolved within the stipulated Service Level Agreement of six (6) hours resolution-time and forty eight (48) hours for new subscribers.4. Empower the team(s) to get work done through organization of trainings, hands-on-experience and set daily, monthly and annual targets which are reviewed monthly using existing work components. 5. Management of business partners (contractors & suppliers) work scheduling, productivity, materials ordering and payments as defined in our agreements in order to build strong level of professionalism and customer service.6. Act as the escalation point for technical issues between customer service, network maintenance and network roll-out team in order to effectively communicate to all stakeholders involved.Achievements1. Successful installations of data, pay TV and voice service (Triple play) for more than 40,000 home users using Hybrid Fibre Coax (HFC) and Gigabit Passive Optic Network (Gpon) technologies in Kenya.2. 95% service restoration within six (6) hours SLA for trouble tickets and 97% installation turnaround time (48hrs) for new subscriber installations.3. Field operations management which includes recruitments, trainings (customer service, professionalism amongst others) to ascertaining our No. 1 position in telecommunication industry. Show less

Duties and Responsibilities:1. Create budget and seek approvals for the Network Maintenance and Service Delivery departments each financial year.2. Develop and maintain a document road map with clear processes, and ensure these processes are managed in order to effectively deliver the required network performance and availability.3. Ensure members of the team fully understand the Service Level agreements signed with the client(s) and at all times, adhere to the defined SLA’s for… Show more Duties and Responsibilities:1. Create budget and seek approvals for the Network Maintenance and Service Delivery departments each financial year.2. Develop and maintain a document road map with clear processes, and ensure these processes are managed in order to effectively deliver the required network performance and availability.3. Ensure members of the team fully understand the Service Level agreements signed with the client(s) and at all times, adhere to the defined SLA’s for different service outages of the Network, Subscriber installations and Subscriber maintenance. 4. Work closely with the design team resources to ensure that specific solutions meet the design requirements and best practice is developed and applied in by the Network Maintenance team. Show less

Project Planning1. Refine project requirements, assumptions and constraints through communication with stakeholders and/or by reviewing project documents to baseline, the scope of work and enable development of the execution plan.2. Establish project controls by defining the required correct processes, measures, and controls to manage project change, communications, procurement, risk, quality, and human resources to facilitate project executing and controlling processes, and to ensure… Show more Project Planning1. Refine project requirements, assumptions and constraints through communication with stakeholders and/or by reviewing project documents to baseline, the scope of work and enable development of the execution plan.2. Establish project controls by defining the required correct processes, measures, and controls to manage project change, communications, procurement, risk, quality, and human resources to facilitate project executing and controlling processes, and to ensure compliance with generally accepted industry standards.3. Obtain project plan approval by reviewing the plan with the client and other required stakeholders to confirm project baselines prior to proceeding with project executing processes.Project Execution1. In liaison with stakeholders commit project resources in accordance with the project plan to ensure that all activities are performed.2. Implement the project plan by ensuring the execution of project activities and tasks to produce project deliverable.Project Control1. Measure project performance continually by comparing results to the baseline in order to identify project trends and variances.2. Take timely corrective action by addressing the root causes in the problem areas in order to eliminate or minimize negative impact.Projects Close Out1. Obtain final acceptance of deliverables by obtaining formal approval from appropriate stakeholders to achieve closeout.2. Document lessons learned by surveying project team members and other relevant stakeholders to use for the benefit of future projects.3. Release project resources by following appropriate organizational procedures in order to optimize resource utilization. Show less

Customer service standards1. Ensure all service level agreements are adhered to, staff cultivates and retain a customer care culture and adherence of operational procedures in order to achieve operation excellence and guaranteed service levels provision to customer’s expectations during installation and support response times.2. Manage and oversee Fiber to home (Gpon), Triple play & Wimax installations, customer training and ensure customers are well informed on our products in the… Show more Customer service standards1. Ensure all service level agreements are adhered to, staff cultivates and retain a customer care culture and adherence of operational procedures in order to achieve operation excellence and guaranteed service levels provision to customer’s expectations during installation and support response times.2. Manage and oversee Fiber to home (Gpon), Triple play & Wimax installations, customer training and ensure customers are well informed on our products in the retail section of the organization with the strategy of customer focus in mind.3. Analyse customer service complaints, eliminate root cause of such complaints and ensure the complaints are attended to within the specified Service Level Agreement with customer.Sales Operational management1. Oversee scheduling of customer new service set up and service complaints with proper communication, system update and site attendances are within specified Service Level Agreement.2. Ensure high level usage of installation materials and customers’ site and oversee order levels for both local and international materials for business continuity with no interruptions.3. Continuously improve, monitor and report on departmental Key Performance Indicators to facilitate transparent of the operations. Staff development and people management1. Manage third parties relationship; build, develop, mentor, coach and motivate a high performance team within the department and sales group in the assigned sales territory.2. Help in resource planning, setting performance objective and provide regular feedback on departmental performance.3. Provide and facilitate training schedule needed by the staffs within the department and contractors on Customer professionalism, Wimax and Fiber installations to ensure improvement and high morale prevails and that all technical staffs are adequately certified. Show less