Customer Service Programme Manager - Johannesburg, South Africa
- Harare, Zimbabwe
Job Details
| Job ID: | #16548 |
| Job Location | Johannesburg, South Africa |
| Company Type | Logistics |
| Job Role | Customer Service Programme Manager |
| Joining Date | ASAP |
| Employment Type | Full Time |
| Monthly Salary | Negotiable based on experience |
Preferred Candidate
| Career Level | Senior Management |
| Years of Experience | 10 |
| Residence Location | Johannesburg, South Africa |
| Gender | Not Specified |
| Nationality | South African National |
| Degree | University degree or comparable qualification |
Job Description
Role Context
Drive the NPA programme in SSA, ensuring adequate touch point coverage and programme effectiveness. Ensure that Continuous Improvement activities are derived from the Voice of the Customer (VOC)
Key Responsibilities
Develop, drive and manage NPA performance and effectiveness in SSA
Develop and manage current governance and support structure
Hold monthly calls with SSA NPA countries to evaluate and drive performance and actions arising out of the VOC extracted from NPA
Provide monthly progress reports and analysis covering the four official KPIs, achievements for the month under review, and plans for the following month also to be provided
Submit Best Demonstrated Practices on a quarterly basis to the Global NPA office for global publications
Provide adhoc training for new country NPA Leads
Provide training / awareness sessions on tool enhancements
Provide general guidance and support (e.g. adding additional touch points and / or functions)
Administer NPA Tool for countries (control country admin users; monitor and drive compliance of country admins, etc)
Identify issues and improvement areas and fix/solve
Perform regular audits to ensure that VOC is covered effectively in country reviews in the top 10 countries
Co-ordinate quarterly reports on issues identified, actions carried out, impact of actions
Create awareness with countries in terms of holding effective ICCC reviews
Ensure that countries are trained on the usage of Cognos
Ensure countries’ SMT and ICCC teams are deploying First Choice tools and methodology to ensure problems are correctly defined and that proper causal analysis is carried out
Identify common issues that occur across more than one country, and escalate to the relevant SSA Regional Office staff to intervene where necessary, so that a cross country approach can be adopted for more effective far reaching improvements that avoid overlaps and inefficiencies
Key Skills
Required Skills
Post-graduate qualification in Business Management would be advantageous
Minimum of 2 years’ project management experience
Experience with NPA in a regional or country role
Strong leadership and collaboration skills with the ability to quickly establish productive working relationships with senior management as well as front line employees in a dynamic and international environment
Strong communication and influencing skills towards management with the ability to present complex results in an easy-to-understand way
Advanced knowledge of standard MS Office applications (especially Excel, and PowerPoint)
Fully proficient in spoken and written English, knowledge of other language/s particularly French and/or Portuguese is advantageous
Additional Requirements
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