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Business Process Manager - Customer Service

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Published on 24.03.2020

Company

Website: https://www.bboxx.co.uk/
Industries:
Import-export business
Industry, production, manufacturing and other
Electricity, water, gas, nuclear, energy
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Job Ad & Profile Description

Position : Business Process Manager - Customer Service

Title: Business Process Manager – Customer Service
Reports to: Head of Customer Development – Business Process Improvement (Group Innovation Team)
Location: Kigali, Rwanda

Role Purpose:

BBOXX is building the platform and processes for Next Generation Utility (NGU) businesses globally. Customer service is an essential component of this vision – finding innovative ways to deliver customer service to hard-to-reach rural customers, while keeping costs affordable. In the future, customer service will also extend to other utilities such as gas, water, or internet.

Role brief
As Business Process Manager (BPM) for Customer Service you will drive and articulate the vision for this area and execute projects towards optimizing the customer journey and improving KPIs. For each project you will work through analysis, design, development, testing and implementation. Your projects will be aimed at solving and preventing customer service problems: optimizing service levels across the business and designing the business model architecture for customer service across channels (both software and in-person). You will serve as a bridge between Innovation in Kigali and our software, and hardware teams in London. This is a highly cross-functional role, working with other process and product owners to determine how customer service impacts the business.

About the role:

  • Create and communicate vision for customer service;
  • Map and assess suitability of metrics
  • Communicate vision and KPIs to key stakeholders internally and externally
  • Develop business cases for change, quantifying likely impact and prioritizing projects
  • Create a roadmap for improvements to customer service
  • Work cross-functionally to integrate customer service features into other processes
  • Analyse current problems with technical service;
  • Run focus groups, design workshops and interviews to identify pain points
  • Gather and analyse quantitative data to confirm qualitative insights
  • Work closely with Product & Services team to understand how processes need to be adapted
  • Work with Engineering team to understand and design technical requirements
  • Ensure all relevant dashboards clearly communicate issue to users
  • Present findings in easily accessible format for general knowledge share

 

  • Design and develop process changes and tools;
  • Design and test business processes with users to address pain points
  • Keep business processes up to date in process management software
  • Write clear design documents and requirements for the Engineering team
  • Design and manage pilots, with focus on measuring results
  • Engage with development teams regularly to explain relevant business processes
  • Support other process managers to integrate their requirements into customer contact channels
  • Coordinate User Acceptance Testing to ensure developed features meet user requirements

 

  • Create implementation packs;
  • Write and present compelling “Why & How” change presentations and communication plans
  • Develop training materials
  • Evaluate impact of improvements on key metrics

Key projects;

  • Design and implement a customer service front-end system for all BBOXX service channels, including rural agents, service centres, and contact/call centres
  • Integrate 3rd-party call management software with BBOXX’s internal CRM
  • Analyze customer service channels to optimize quality and cost
  • Design and implement self-service customer service channels (USSD, IVR, etc)
Required profile for job ad : Business Process Manager - Customer Service
  • University degree, preferably in Engineering
  • Practical experience implementing operational business improvements
  • Effective communicator used to working with cross-cultural/functional teams
  • Fluency in English
  • Bonus (but not essential)
  • Experience in off-grid solar
  • Consulting background
  • Fluency in French
  • Familiarity with Agile project management framework
  • Experience in software product management
  • Experience with Human-Centred 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
  • COMMUNICATION: Creates clear written documentation and communicates proactively with a variety of stakeholders
Job criteria for job ad : Business Process Manager - Customer Service
Job category:
Marketing, communication
Production, maintenance, quality
Secretarial work, assistantship
Industries:
Electricity, water, gas, nuclear, energy
Engineering, development studies
Services other
Employment type:
Permanent contract
Region :
Eastern Province - Kigali Province - Northern Province - Southern Province - Western Province
Experience level:
Less than 2 years
Educational level :
Bachelor
Number of Position(s):10

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