JOB AT BBOXX : Head of Customer Care- Business Process Improvement

JOB AT BBOXX : Head of Customer Care- Business Process Improvement

JOB AT BBOXX : Head of Customer Care- Business Process Improvement

 

DESCRIPTION

Energy access in sub-Saharan Africa is a significant problem, with more than 600 million people currently without mains electricity supply. For example, in Rwanda, 9.5 million people or 81% of the population cannot access mains electricity, which has a negative impact on quality of life and limits people’s chances of achieving economic prosperity. BBOXX is helping to address this issue by providing off-grid communities in developing countries with smart, affordable and clean energy solutions. BBOXX customers typically use a Pay-As-You-Go payment method, which offers more access to people who are able to have electricity at home at a price they can afford. To date BBOXX has installed more than 150,000 systems and provided around 750,000 people with access to energy. We are the leading global off-grid solar company, and are fully vertically integrated, controlling every part of our customer experience. With over 150,000 systems deployed so far, we have 500+ staff – working across 5 offices in the UK, China, East & West Africa – who are waking up every morning to work with BBOXX to electrify 20M people by 2020. We invite you to join us on this journey to electrify the off-grid world!

Reports to: Group Director of Commercial and Innovation

Direct Reports: Business Process Managers for Credit & Collections, Payment, Customer Service and Technical Service

 

Role Purpose:

 

As Head of the Customer Care department you will be an integral part of BBOXX’s Group Innovation team which focuses on creating value for our NGUs (Next Generation Utilities) by developing new products and optimizing or adapting existing business processes. You will define and drive forward the vision for the after-sales parts of the BBOXX operating model as a trusted advisor to NGU management. Your role is primarily strategic, to identify and assign your team of Business Process Managers to improvement opportunities that will deliver the biggest value for the business. This means that you will be expected to empower and coach your team in order to constantly improve the processes metrics (revenue generation and protection, cost reduction, customer satisfaction) which impact the customer journey.

 

KEY RESPONSIBILITIES

 

Create and communicate a vision for all customer care processes relevant to our NGUs
Understand technological and financial pressures on after-sales customer journey
Reach and maintain position of thought leadership on all relevant business processes
Distill qualitative and quantitative insights into clear and easily communicable vision
Present vision to Innovation team, Engineering team, Expansion team and Executive
Integrate business process vision with new products & services
Strategize to ensure Business Process Managers focus on the most valuable problems
Create compelling business cases for improvements
Test key assumptions in business case with operational data
Get buy-in from key stakeholders for implementation of changes
Lead and coach team of Business Process Managers
Identify core competencies required for the success of Business Process Managers
Provide day-to-day management and support to the process team
Identify gaps within the team and produce development plan to improve
Deliver value in the different stages of the process innovation framework:
Analyze improvement opportunities (as-is) and propose process changes (to-be)
Optimize or adapt business processes using the human centered design approach
Develop requirements for platform managers using Agile methodologies
Prepare rollout of business process changes in NGUs by creating implementation packs
Evaluate expected business case impact against actual improvement of KPIs
Drive process improvement initiatives and projects throughout the NGUs to improve KPIs:
Credit & Collections: Utilization rate, default rate, repo rate, loss rate, cost of collections
Payment: Payment effort score, payment to service activation time, payment processing accuracy
Customer Service: Cost to serve, customer effort score
Technical Service: Time/cost to install or repossess, technical issues per customer, time/cost to resolve issues

 




 

REQUIREMENTS

This role is particularly suitable for candidates who enjoy managing and coaching a team. A good profile is someone with a solid technical and commercial background who has subsequently worked in consulting and is now looking to combine these two skillsets.

 

Bachelor’s degree in Business Administration, Management, Engineering or related field; MBA preferred
Minimum of 5 years practical experience managing customer portfolios or implementing operational business improvements
Consulting background (operational or strategy) in telecommunications or other relevant industry
Minimum of 3 years team leadership and coaching experience
Team player capable of communicating with a large variety of stakeholders
Fluency in English
Bonus
Track record in off-grid solar
Fluency in French
Experience with electronic hardware
Experience writing software requirements
Experience with business process re-engineering
Familiarity with Agile project management framework
Experience with Human Centered Design
CORE COMPETENCIES · ANALYTICAL PROBLEM SOLVING: Thinks in a structured and reconciles qualitative insights with data · BUSINESS ACUMEN: Creates business cases and ensures focus on most valuable problems first · SELF-MOTIVATION: Identifies problems and leads the collaborative charge to solve them · THOUGHT LEADERSHIP: Generates ideas and uses strong leadership & influencing skills to drive change · CUSTOMER ORIENTATION: Understands the customer experience and the underlying business processes · COACH: Recognizes competency gaps in team and supports and drives them to deliver more

BENEFITS

Competitive salary and comprehensive medical insurance
Free lunch at your choice of restaurant
Our relentless commitment to personal development and career growth
This role is based at our HQ in Kigali, Rwanda – the 9th safest country in the world AND one of the most beautiful. You would get incredible opportunities to adventure and travel around the world (E Africa, UK, Asia), and you would be working with the smartest, most passionate, and most ambitious people in the industry (ex-Bain/BCG/investment banking).

 

CLICK HERE TO APPLY

 

 







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