Key Responsibilities

The key tasks for the role of the Senior Manager Customer Service Tools, Technology, and Digitalization for Sub Saharan Africa may include:

• Work with the Head of CS Tools - SSA to develop and execute a comprehensive customer service tools, technology, and digitalization strategy for Sub Saharan Africa.
• Identify and evaluate emerging technologies and digital solutions to enhance customer service operations and improve the customer experience.
• Collaborate with cross-functional teams to implement and integrate customer service tools, systems, and platforms.
• Support the SSA CS Regional team and the Head of CS Tools with the configuration and implementation of digital initiatives, such as chatbots, self-service portals, and mobile applications, to enhance customer engagement and support.
• Support with the evaluation and selection of third-party vendors and technology partners to support customer service initiatives.
• Ensure the smooth implementation and adoption of new tools and technologies, providing training and support to teams as needed.
• Monitor and analyze key performance indicators KPIs related to customer service operations and digitalization efforts, identifying areas for improvement and implementing corrective measures.
• Stay updated on industry trends and best practices in customer service tools, technology, and digitalization, and recommend innovative solutions to enhance operational efficiency and customer satisfaction.
• Collaborate with regional and global stakeholders to align customer service strategies and share best practices across the organization.
• Support the SSA Customer Service team to drive performance and achieve departmental goals.
• Assist to develop and execute a comprehensive customer service tools, technology, and digitalization strategy for Sub Saharan Africa.
• Identify and evaluate emerging technologies and digital solutions to enhance customer service operations and improve the customer experience.
• Collaborate with regional and global stakeholders to align customer service strategies and share best practices across the organization.

Management responsibility

• Leadership: Provide strong leadership to country teams responsible for customer service tools, technology, and digitalization as assigned, including setting clear goals, expectations, and performance standards.
• Team Development: Mentor, coach, and develop teams, fostering a positive and collaborative work environment that promotes growth and learning.
• Resource Allocation: Work with countries and the regional team to manage and allocate resources effectively, ensuring the right people, budget, and technology are in place to support customer service tools and technology initiatives.
• Project Management: Participate in planning, execution, and monitoring of projects related to customer service tools, technology, and digitalization, ensuring timely delivery and adherence to quality standards.
• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, collaborating with cross-functional teams and vendors to achieve common goals and objectives.
• Performance Monitoring: Support the Customer Service teams to establish key performance indicators KPIs and metrics to measure the effectiveness and efficiency of customer service tools and technology initiatives, regularly monitoring and analyzing performance data.
• Continuous Improvement: Identify opportunities for process improvements, automation, and innovation in customer service operations, fostering a culture of continuous improvement within the team.
• Risk Management: Identify and mitigate risks associated with customer service tools, technology, and digitalization, ensuring compliance with relevant regulations and data protection requirements.
• Reporting and Communication: Support to prepare and present regular reports and updates to senior management and stakeholders, providing insights on the progress and impact of customer service tools and technology initiatives.
• Vendor Management: Manage relationships with third-party vendors and technology partners, including contract negotiations, performance evaluations, and vendor selection processes.

Minimum Requirements Education and Experience

• Bachelor's or Master's degree in a relevant field
• A minimum of 8-10 years of relevant experience in customer service, technology, or digitalization roles.
• A minimum of 5-7 years of experience in management roles.
• Experience in contact centre operations and environment, with emphasis on technology and processes
• Experience in the Air Express Industry