Jobs at Safaricom Investment Co-operative (S.I.C.)

Safaricom Investment Co-operative (SIC) an investment cooperative that pursues joint investment for its members, through real estate investments, Marketable security, and Private Equity.

Jobs at S.I.C.

Customer Experience Team Lead
Internal Audit Intern
Customer Experience Executive
Project Managers
HR & Culture Team Lead

Customer Experience Team Lead

Jobs at Safaricom Investment Co-operative (S.I.C.)

The Customer Experience Lead will ensure delivery of superior customer experience at all points of our customer’s journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Key Responsibilities:

Oversee and guide the Customer Experience (CX) team, including hiring, training, coaching, and addressing team inquiries.
Manage all aspects of call performance, client follow-ups, and face-to-face customer interactions, ensuring high standards of service.
Support the creation and implementation of CX policies, ensuring compliance with established procedures and controls.
Develop and utilize methods to measure and improve customer satisfaction, including gathering feedback and analyzing service data.
Address and resolve customer complaints and major incidents such as refunds and compensation, both through direct communication and social media.
Maintain accurate records of all customer interactions, complaints, and correspondence to ensure thorough documentation.
Oversee group email responses and manage front office operations, including rotating staff to gather Net Promoter Score (NPS) ratings.
Track, analyze, and report on CX metrics, including customer service levels and budget expenditures related to CX activities.
Develop and manage processes for collecting and acting on customer feedback and complaints.
Lead the implementation of systems and processes designed to enhance the overall customer experience.

Qualifications:

A Degree in Public Relations, Communications or a related field.
Experience of over 3 years in a busy environment
Some of the key skills for this role are leadership, great communication Skills, great customer service, great analytical skills and good organizational Skills.

Internal Audit Intern

Jobs at Safaricom Investment Co-operative (S.I.C.)

What You Will Do

Support the planning and execution of internal audit engagements according to the approved annual plan.
Conduct testing on various processes and controls to ensure their effectiveness.
Prepare detailed work papers and document audit findings in line with audit standards.
Contribute to the creation of audit reports and presentations.
Help in tracking and following up on audit recommendations and action points.
Assist in evaluating business processes and identifying areas for improvement.
Join discussions and meetings related to audit findings and recommendations
Handle administrative tasks such as scheduling meetings and organizing files.
Stay updated on industry trends and developments in internal auditing.
Perform other tasks as assigned by the line manager.

Qualifications

Bachelor%u2019s degree in Accounting, Finance, Business Administration, or a related field.
CPA 2
Familiarity with audit software and data analytical tools is an added advantage.

Customer Experience Executive

Jobs at Safaricom Investment Co-operative (S.I.C.)

What You Will Do

Oversee and address daily customer issues and disputes.
Adopt and implement a customer relationship system to enhance customer loyalty.
Assist in coordinating with internal teams to ensure seamless customer service.
Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
Escalate customer issues to appropriate officers and provide first call resolution.
Engage in cross-selling products during customer calls.
Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.

Qualifications

At least 1 year experience working in a call centre.
Diploma / certificate in public relations, communications or related field.
some of the key skills required for this role are great communication skills good analytical skills and organizational skills.

Project Managers

The Project Managers Role is a role that is focused on ensuring that projects are delivered on time, within budget, to the desired quality and at the specified scope. The project manager will also be expected to spearhead project stakeholder engagement, project procurement management, project risk management, project communications management and project resource management.

What You Will Do

Development of project charter
Develop the project objectives, project scope, project schedule, project budget, quality objectives, involving all relevant stakeholders and ensuring technical feasibility
Create comprehensive project documentation and ensure resource availability & allocation.
Ensure appropriate engagement with statutory bodies and acquisition of requisite approvals.
Manage the design process (concept, developed and detailed designs) & the Tender process (EOI, RFP and Tender) and any client driven procurement.
Develop a detailed project plan to track progress and use appropriate verification techniques to manage changes in project scope, schedule and costs.
Negotiate contracts with external vendors to reach profitable agreements.
Perform risk management to minimize project risks.
Spearhead the Project Handover process to the operations teams.
Ensure proper and successful completion, testing and commissioning of the project.
Generate Project Management Revenue as set out in the project management contracts.
Generate Value uplift for the organization.
Measure project performance using appropriate systems, tools and techniques.

Qualifications

Bachelor%u2019s degree in Architecture, Engineering , Building Sciences or any other related field.
Professional certification in Project Management.
Computer skills such as Ms Project, Excel & Power Point.
Knowledge in business skills, project planning, project budgeting and financial analysis.
Must have 3 years experience in project management within the construction industry
Must have worked in an active construction site

HR & Culture Team Lead

The HR & Culture Team Lead will report to the HR & Culture Manager and will be directly responsible for the day-to-day running of the operational & Management function of the HR department. You will oversee all aspects of human resources processes and practices throughout the employee life cycle. You will ensure SIC rules and regulations are adhered to in line with SIC’s policies and code of conduct.

Application Instructions

All applicants should send their applications via the link and all documents sent should be on PDF.

What You Will Do

Develop and implement HR strategies and initiatives that align with the company’s business objectives.
Oversee the recruitment and selection process to attract, hire, and retain top talent.
Design and implement employee development programs to foster growth and career advancement.
Contribute to a high-standard performance management system that provides employees with clear structures and pathways, aligned with compensation.
Ensure that a TNA is conducted to enhance proper planning for learning activities for non-management staff and maintain documentation of all learning activities
Ensure compliance with labor laws and regulations.
Foster a positive and inclusive work environment that promotes employee engagement and satisfaction.
Handle complex employee relations issues and provide guidance to managers and employees.
Oversee HR metrics and analytics to assess and improve HR initiatives and business outcomes.
Records Management: Maintain accurate and secure company records, including minutes of meetings, board resolutions, and statutory registers.
Policy Development: Develop and oversee the implementation of corporate policies and procedures to ensure compliance with legal and regulatory requirements.
Ensure up-to-date Employee salary payment details & process payroll accurately and share e-pay slips within agreed timelines each month.