Kifiya Financial Technologies invites qualified and competent applicants to apply for the following vacant posts:
1. Head of Customer Experience
Location: Addis Ababa
Salary: Attractive
About the Role:
The Head of Customer Experience is a senior executive role responsible for leading and managing Customer Care, including the Customer Support Center/Call Center. This position ensures that these functions align with and enhance Kifiya’s overall business goals and growth strategies.
Key Responsibilities:
- Develop and implement customer care strategies aligned with Kifiya’s goals.
- Establish and monitor KPIs and SLAs.
- Analyze and improve customer experience based on data and feedback.
- Foster a culture of continuous improvement within the call center.
- Manage call center resources, including budgets for personnel, technology, and training.
- Oversee call routing, queue management, and adherence to quality standards.
- Evaluate and implement new technologies to enhance customer experience.
- Build strong relationships with other departments and communicate effectively with staff.
Skill and Educational Background:
- Bachelor’s degree in Business Administration, Marketing, Data Science, Human Resources, or a related field; 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.
Application Procedure:
- Email Subject: “Application for Head of Customer Experience”.
- Attach your updated resume or curriculum vitae (CV) in PDF or Word format to hiring@kifiya.com.
- Ensure your CV includes your full name, phone number, and email address.
2. Data Governance Expert
Location: Addis Ababa
Required No: 41
Salary: Attractive
Job Description:
As a Data Governance Expert, you will implement and maintain effective strategies and processes to ensure the quality, security, and accuracy of Kifiya’s data. You will identify data management best practices, establish policies and standards, and monitor compliance. Additionally, you will help develop data governance frameworks and lead the implementation of new technologies and tools.
Key Responsibilities:
- Develop and maintain data governance policies, standards, and procedures.
- Work closely with cross-functional teams to ensure proper data management and governance processes.
- Monitor data governance compliance and identify areas for improvement.
- Collaborate with IT and business teams to resolve data management issues.
- Develop and implement data quality controls.
- 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 on data management policies and best practices.
- Stay up-to-date with industry trends in data governance.
Job Requirements:
- 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 the financial technology industry is a plus.
Application Procedure:
- Email Subject: “Application for Data Governance Expert”.
- Attach your updated resume or curriculum vitae (CV) in PDF or Word format to hiring@kifiya.com.
- Ensure your CV includes your full name, phone number, and email address.
Application Deadline: August 26, 2024