Our client is a growth-stage start up that’s on track to light a million homes in Africa over the next couple of years with clean, affordable solar energy.
Position Title : Head of Service
Location : Lagos
Reports to : Managing Director
Job Summary :
The Head of Service is a senior manager responsible for leading a teamof managers, staff, and contractors to provide customer service and ensure excellent customer satisfaction acrosstheir country of operation.
The Head of Service will translate overall company objectives into country-level servicetargets and priorities, and use his / her experience and creativity to develop and execute strategies to achieve these servicetargets.
This role offers an excellent opportunity to self challenge, drive results with excellence and innovate within theconfines of a fast-
growing start-up organization. OGE provides the Head of Service with initial training in country headquarters and unlimited career growth opportunities through training, support and coaching.
Respond to all service request promptly and meet orexceed OGEstandards of customer service
Every service encounter leaves a customer’s happy and satisfied. Provide thorough customer education and make sure that thesystem and appliances are working well and installed properly
Operations Management : Retail shops, field teams, andcall center operate effectively and efficiently
Customer Cohort Management : Customer cohorts are well-designedwith retail and field staff organized for maximum service delivery
Staff Management : Supervise Service TerritoryManagers and Call Center Manager
Inventory Safety : Service staff and contractorsstore and transport inventory safely; damages and losses are minimal
Inventory Efficiency : Inventory moves throughout thecountry promptly and according to all company processes and procedures
Inventory Accounts Management : All inventory accounting isup-to-date
Create Value : Add value to our customer’sservice through consistent implementation of efficient service delivery practises
Demonstrate strong upward and downward leadership withinthe service organization
Proactively collaborate and link the serviceorganization with other departments
Provide excellent leadership and mentor-ship tocountry-wide service team
Strategy : Formulate, translate and implement OGE service strategyand business objectives into field operations within your country
Retail & Field Service : Ensure effective and efficientoperations across the country through consistent compliance with processes and policies
Staff Management : Supervise Service Field Managers
Planning : Create and implement weekly, monthly and quarterly plansto drive service results and meet set targets
Business Performance Tracking : Track and analyze KPIs to identifycritical patterns and recommend appropriate actions to Field Service and Call Center managers
Staff Oversight : Facilitate individual / groupcheck-ins to drive efficiency and accountability down the organization
Performance reviews : Assess performance for ServiceTerritory Managers and Call Center Manager, and ensure scorecards are completedmonthly for all service staff
Live to serve : Demonstrate excellent leadershipto your team through leading by example
Staff development : Create a platform for your team toshine by enhancing their knowledge and skills through training, support, mentorshipand coaching
Develop annual budgets based on operational andfinancial targets
Opex control : Ensure that all finances withinthe service organization meet OGE’s budget objectives and comply with finance SOPs &Policies, this includes but not limited to : all field, retail, and call center Opex, agentcommissions, Staff overtimes etc.
Ensure that inventory ordering process and weeklyinventory reconciliations are completed correctly and on-time
Reinforce control over damages and losses as the finaldecision maker for inventory accounts
Participate in designing, improving, and implementingstrategies to improve last mile inventory efficiency
Participate and engage actively in the last mile servicedelivery activities not limited to customer homes visit and community events within your territory
Cultivate and embed OGE culture within your team throughactive and passive participation in individual / group meetings and socialevents
Is good at establishing clear directions; sets stretchingobjectives; distributes the workload appropriately; lays out work in a well-
planned andorganized manner; maintains two-way dialogue with others on work and results; brings out thebest in people; is a clear communicator.
Drive for results
steadfastly pushesself and others for results.
designs feedbackloops into work.
tends totrust people to perform; lets direct reports finish their own work.
Building effective teams
lets people finish and be responsible for their work; defines success in terms of the whole team; creates afeeling of belonging in the team.
is someone people like working for and with.
Makes decisions in a timely manner, sometimes withincomplete information and under tight deadlines and pressure; able to make a quick decision.
Language Skills Fluent in both English and Swahili (Tanzania - only)
Bachelor’s Degree in anydiscipline a / o relevant qualification is preferred. Master's degree and beyond is an additional advantage.
Professional qualifications in Customer Service is anadditional advantage.
5 years of MANAGEMENT experienceand / or at least 3 years of Senior Management experience is highly preferred.
2+ years of experience in a relevant field is anadditional advantage (preferred : renewable energy, telecom, or FMCG)
Willingness to work a variety of hours as businessdemands, including late nights, weekends, and holidays.
Flexible to travel within the service territory on bothplanned a / o impromptu schedule.
Only qualified candidates willbe contacted.