Kifiya Financial Technologies would like to invite qualified and competent applicants to apply for the following vacant post.
Kifiya Financial Technologies
Kifiya is a Digital Finance and Payment Services’ Provider, delivering customer centric products to simplify transactions. Kifiya leverages innovative technology to build and enable distribution channels that make financial and non-financial services affordable and accessible. The company’s services allow financial institutions, corporates, NGOs and government institutions to deliver their services to customers more efficiently, and for these consumers to easily access and make the transactions to receive basic services. Kifiya is an Ethiopian owned company that works with partners in the private sector, Development partners, including Master Card Foundation, to increase financial inclusion and services. Our office is in Addis Ababa and other regions, Kifiya is a growing company with over 800 employees.
At Kifiya we value our people, our Human Capital. We offer an innovative and invigorating work environment to enable our people to exercise their talents and grow personally and professionally along with the company. We maintain a professional, yet friendly, environment from which we contribute to our vision of ‘improving the lives of people by making transactions simple, affordable, and within reach’. Our people enjoy opportunities for development and a real chance to make a difference every day.
1. Head of Customer Experience
Location: Addis Ababa
Salary: Attractive
About this Role:
The Head of Customer Experience is a senior executive role responsible for leading & managing Customer Care including the Customer Support Center/Call Center. This position is crucial in supporting all business ventures under the Chief of Enterprise & Growth, ensuring that these functions align with & enhance Kifiya’s overall business goals & growth strategies.
Key Responsibilities:
• Lead Customer Care Strategy: Develop & implement a strategy aligned with Kifiya’s goals for
exceptional service across all channels.
• Set & Monitor KPIs & SLAs: Establish & monitor key performance indicators (KPIs) like call resolu
on rates, customer satisfaction on, & adherence to service level agreements (SLAs).
• Analyze & Improve Customer Experience: Leverage data & feedback to identify areas for
improvement, implement strategies to enhance customer satisfaction on & efficient issue
resolution.
• Drive Continuous Improvement: Foster a culture of continuous improvement within the call center
for optimized performance & service delivery.
• Manage Call Center Resources: Effectively manage budgets for personnel, technology, & training
to ensure efficient call center operations.
• Direct Call Center Operations: Oversee call routing, queue management, adherence to quality
standards, and exceptional service delivery.
• Evaluate & Implement Technology: Implement new technologies to improve efficiency, optimize
agent productivity, & enhance the customer experience.
• Foster Collaboration & Communication: Build strong relationships with other departments &
communicate effectively with staff, utilizing customer feedback to improve service across Kifiya.
Skill and educational background
The ideal candidate should possess:
• Bachelor’s degree in Business Administration, Marketing, Data Science, Human Resources, or a related filed; a Master’s degree or relevant professional certification is preferred.
• Minimum of 10 years of experience in shared services or related fields, with at least 5 years in a leadership role.
Other personal characteristics:
• Strategic Leadership: Expertise in developing customer care strategies, managing KPIs, and driving
continuous improvement.
• Customer Focus and Collaboration: Skilled in enhancing customer satisfaction, implementing
technology, and fostering cross-departmental communication.
Application way
To apply for the Head of Customer Experience position , please follow the guidelines below:
Email Subject:
Please use the following subject line when submitting your application: “Application for Head of Customer Experience“.
Resume/CV:
Attach your updated resume or curriculum vitae (CV) in PDF or Word format. Ensure that your resume highlights your relevant skills, experience, and educational background.
Send your CV to the email hiring@kifiya.com
Contact Information:
Ensure that your CV includes your full name, phone number, and email address. This will make it easy for the hiring team to reach out to you for further communication or to schedule an interview.
2. Data Governance Expert
Location: Addis Ababa
Required No:41
Salary: Attractive
Job Description:
As a Data Governance Expert at Kifiya, you will be responsible for implementing and maintaining effective strategies and processes for ensuring the quality, security, and accuracy of our data. You will work closely with our team to identify data management best practices, establish policies and standards, and monitor compliance. In addition, you will help us develop effective data governance frameworks and lead the implementation of new technologies and tools to improve our data management capabilities.
Key Responsibilities
Develop and maintain data governance policies, standards, and procedures in line with industry best practices
Work closely with cross-functional teams to ensure proper data management and governance processes are followed
Monitor data governance compliance and identify areas for improvement
Collaborate with IT and business teams to identify data management issues and provide effective solutions
Develop and implement data quality controls to ensure accuracy and consistency of data
Lead the implementation of new data management tools and technologies
Conduct regular data audits and provide recommendations for data quality improvements
Develop and deliver training to educate employees on data management policies, procedures, and best practices
Keep up-to-date with industry trends and advancements in data governance to continuously improve company’s data management capabilities
Job Requirements:
Required Skills and Qualifications:
Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field
Minimum 5 years of experience in data governance, data management, or data quality
Strong understanding of data governance principles, procedures, and best practices
Experience with data governance frameworks and tools
Knowledge of data privacy laws and regulations
Excellent problem-solving and analytical skills
Strong communication and interpersonal skills
Proven track record of implementing successful data governance initiatives
Familiarity with financial technology industry a plus
Application way
To apply for the Data Governance Expert position , please follow the guidelines below:
Email Subject:
Please use the following subject line when submitting your application: “Application for Data Governance Expert“.
Resume/CV:
Attach your updated resume or curriculum vitae (CV) in PDF or Word format. Ensure that your resume highlights your relevant skills, experience, and educational background.
Contact Information: hiring@kifiya.com
Ensure that your CV includes your full name, phone number, and email address. This will make it easy for the hiring team to reach out to you for further communication or to schedule an interview.
Deadline: Aug 26, 2024
