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Change Manager, People Operations

Key Responsibilities: 

• Map the end-to-end agent experience with an eye for operational efficiency and agent engagement.  
• Partner with departmental heads and stakeholders  to define and develop the future state of the end-to-end agent experience. 
• Recommend solutions in terms of technology, process improvement , and organization effectiveness solutions specific to the agent experience. 
• Propose solutions to improve and streamline organizational compliance at various stages of the agent experience. 
• Work closely with the People Operations Team to spot and design process improvement in Onboarding, payroll, off boarding, benefits admin, etc for agents. 
• Support current and future business needs through the development, engagement, motivation and preservation of the agent experience. 
• Work closely with other specialist areas within the People team to ensure resource and support is in place to successfully execute plans,
• Work closely with talent acquisition to develop and execute a recruitment and internal mobility process that attracts and retains high caliber agents while adapting to the fluid capacity requirements of the organization. 
• Implement transformation projects to drive operational efficiencies and improve the agent end-to-end employee lifecycle experience. 

Minimum Qualifications:

• Bachelor’s Degree
• 8+ years’ experience in a People Operations function
• Experience in project or program management.
• Experience in end-to-end process mapping and process improvement (e.g., Six Sigma, Design thinking, agile methodologies)
• Registered member of IHRM
• Ability to influence and partner with different levels of the organization

Preferred Qualifications:

• Ability to analyze organization effectiveness, diagnosis root cause, and implement solutions
• Strong business and HR acumen, including strong problem solving skills, critical thinking, and self-initiative

Employee Relations Manager, East Africa

Key Responsibilities: 

• Provide advice and counsel to the People Operations Team and the Global Service Delivery team on all employee relations issues. Specifically, ensure optimal decisions are made at People Operations through influencing, coaching, and providing subject matter expertise.
• Ensure ER issues and concerns are handled fairly, consistently, transparently, in a timely fashion, and in line with Sama values, policies, and appropriate local laws.
• Track various service requests of employees and the implementation of the approved decision, including but not limited to probation completion, extended medical leave,performance improvement programs and other ad-hoc requests and process these requests in a timely manner.
• Contribute to the preparation and processing of all types of documents related to employee relations, including promotions, lateral transfers, salary certificates and salary adjustments in compliance with approved guidelines and policies in a timely manner. 
• Take lead in the development, implementation and review of people operations policies, procedures and systems in relation to disciplinary procedures and performance management.
• Ensure proper documentation of e-files related to employee relations like Memos, Directives etc. to retrieve them as needed.
• Develop response specifications, reviews output and finalize submission of the employee relations queries raised and provide a unified (system-wide) response to their queries.
• Assists with the identification and development of an employee relations database that will provide policy, performance, and compliance reports and metrics to improve the Employee Services function
• Support in conducting exit interviews for departing employees to ensure that the valid reasons are captured by People Operations through the process.
• Carry out annual Employee satisfaction surveys and develop reports that inform and guide leadership in decision making about employee engagement.
• Study and follow up absenteeism and attendance reports for review and action by the Senior People Operations Manager.
• Advise and act on disciplinary matters in accordance with the Employment laws and established policies and procedures including Termination of Appointment.
• Supporting in developing materials for the effective management of employees for Managers
• Interrelate with line managers with a view to settling employee grievances and conflicts.
• Visit Employees at their workplaces, take note of their concerns and act accordingly.

Minimum Qualifications:

• Bachelor’s Degree in Humanities, Sociology or a related field plus Diploma in HR .
• 5+ Years’ experience in an Employee relations role.
• Demonstrable knowledge of good and dynamic People Operations  practices in employee relations and performance management  
• Good understanding of employment legislation.
• Strong written and verbal communication skills.
• Robust business and People Operations  acumen.
• Sound knowledge of People Operations  best practices.
• Technologically proficient in use of technology to communicate effectively & professionally.
• Excellent analytical and data management skills.
• Results oriented and strong attention to details.
• Passionate, highly self – motivated, energetic and enthusiastic team player.

Evergreen Requisition- Project Manager

Key Responsibilities:

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
• Manage the day-to-day operations in accordance with the requirements and SLAs set out in this SOW. Prompt identification and resolution of service delivery issues including implementation of preventative measures. 
• Conduct full project strategy implementation from inception, through resource and capacity planning and allocation to conclusion.
• Provide exceptional people management, mentorship, and career development to members of your team, including managers and agents, to achieve low attrition levels and high employee engagement.
• Manage new project launches in collaboration with the Sales, Customer Success, Global Service Delivery and SamaDC management teams.
• Effectively communicate job expectations; plan, monitor, appraise, and review direct report performance.
• Ensure that all monthly revenue targets are attained and surpassed with timely and high quality project execution.
• Drive operations teams to deliver continuous improvement and productivity/quality gains
• Flag and escalate business risks in a timely manner to all stakeholders both internal and external

Minimum Qualifications:

• 4+ years of Project Management experience in operations, preferably in the technology industry
• 2+ years of People Management experience, including managing leaders, and a strong desire to develop team members
• Bachelor’s degree, or equivalent

Preferred Qualifications:

• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment that deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
• Adaptable and energized by a fast-paced environment

Evergreen Requisition- Senior Project Manager

Key Responsibilities: 

• Onboard and manage new Project Managers 
• Oversee a portfolio of projects by recruiting and managing the team and overseeing the Project Managers and team leaders.
• Drive weekly performance of productivity, quality and impact goals by ensuring that appropriate KPIs are set, monitored real-time and attained.
• Prepare and monitor work plans and task schedules by incorporating sales pipeline into planning, and developing and executing capacity schedules.
• Prepare SamaDC performance reports by ensuring timely collection and analysis of data and trends.
• Execute continuous improvement programs by identifying and resolving problems; initiate corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements.
• Coach and developing team members through regular monitoring and feedback.
• Maintain operational and technical knowledge by tracking emerging trends in data center operations management, and developing strong working knowledge of Sama products and technologies.
• Achieve customer service level agreements (SLAs) through operational excellence and KPI management 
• Initiate and ensure ongoing compliance.

Project Management

• Conduct full project strategy implementation from inception, through resource and capacity planning and allocation to conclusion
• Independently manage client relationships for assigned portfolios and handle all major escalations
• Manage and deliver project work and reliable information in accordance with agreed plans and schedules.
• Ensure that all monthly revenue targets are attained and surpassed with timely and high quality project execution.
• Manage new project launches in collaboration with the Sales, Customer Success, Global Service Delivery and SamaDC management teams.
• Provide internal and external stakeholders with transparent and attentive project management support covering production and quality management.
• Manage, organize and coordinate the day to day work of the project management and production staff of the different accounts within the Centre to deliver the highest standards of service to clients.
• Lead and manage the project management and production staff, ensuring that they are well trained, and motivated to meet the objectives and priorities of the Centre.

Minimum Qualifications:

• A Bachelor’s degree in Business Operations or related discipline or equivalent
• A minimum of 8 years of work experience with at least 2 of those in a BPO or scaled customer service operations management level position
• A minimum of 2 years of supervisory experience managing performance, reporting, providing timely coaching and feedback, and motivating employees.
• A minimum of 6 years project management experience.
• Experience in client services with a focus on relationship management. 
• Expert in digital skills: Google suite, Microsoft office, systems and applications
• Experience in managing project costs 
• Experience in client facing roles

Preferred Qualifications:

• Experience in client services  
• Understanding of the basics of AI/ML technology will be  an advantage
• Project management qualification 

Payroll and Benefits Manager, East Africa

Key Responsibilities: .

• Manage and facilitate the timely and accurate day-to-day, end-to-end Payroll operations for our monthly payrolls, such as the below:
  • Process expenses and commissions
  • Tax payments and reconciliations as needed
  • Calculate and enter payroll data
  • Update employee information and deductions
  • Time-tracking and/or overtime for few hourly employees and interns 
  • Data entry, records management, and analytics as needed
• Manage the accurate and timeline processing of Year-End Payroll
• Managing compliance with all statutory regulations, as well as company policies.
• Advise on long-time strategy for East Africa Payroll and drive more immediate process improvements, including a potential system implementation and SOP development
• Communicate developments in a clear and actionable manner to other internal stakeholders, including People, payroll, and legal teams.
• Partner with People and Finance teams to support other initiatives such as time-tracking, records management, compensation, people analytics, People data privacy, and systems
• Manage employee data changes such as new hire entry and direct deposit set up, promotions, status changes, terminations, etc.
• Process Leave of Absences/leave management
• Develop new and improve existing SOPs for payroll, compensation, benefits administration and more.
• Provides support in the presentations that educate employees about their benefits and inform employees about any changes to the benefits structure.
• Maintains compensation databases and ensures employment records are properly maintained in the system.

Minimum Qualifications:

• 7+ years’ facilitating Payroll within high-growth or complex organizations
• 3+ years’ overseeing/managing a Payroll team/function
• Comprehensive knowledge of Kenyan payroll processing and compliance
• Prior experience with Leaves of Absences (LOA)
• Prior experience managing year-end reporting
• Exceptional attention to detail and analytical mindset 
• Consultative approach with proven track record of process optimization
• Tech savvy:  advanced proficiency in Excel; comfort with G-suite
• Excellent, succinct communication

Preferred Qualifications:

• Experience with multiple payroll systems, preferably Sage
• Comprehensive knowledge of both Kenya and Uganda payroll

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