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Regional Exams Customer Experience Lead job at British Council Zambia
British Council
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488 Days Ago
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Vacancy title:
Regional Exams Customer Experience Lead

[ Type: FULL TIME , Industry: Public Administration, and Government , Category: Customer Service ]

Jobs at:

British Council Zambia

Deadline of this Job:
Monday, January 29 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Friday, January 26 2024, Base Salary: Not Disclosed

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Learn more about British Council Zambia
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JOB DETAILS:
Role Purpose
To drive, coordinate and contribute to the development and implementation of customised policies, processes, and innovative solutions across the Exams business in SSA region using current and new technologies that thereby drive business recovery and growth.
The role will embed Exams initiatives ensuring that the Customer Service and Sales function delivers against its strategic customer goals and core KPIs across the SSA region. The post holder will implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation and manage region-specific projects, associated budgets, and resources.

Main accountabilities but not limited to the following:
Implement customised policies, processes, and solutions across the Exams business
• Ensure that global policies and processes for Exams are followed and teams deliver to agreed KPIs
• Contribute to the design and development of policies, processes and solutions and ensure that regional specific context is suitably addressed
Implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation
• Develop and implement infrastructure and technology / innovative solutions which support regional objectives whilst being aligned to global strategic objectives
• Identify trends of customer behaviour that may influence the development of new products and services and changes in policy and customer service practice

Manage region-specific projects and associated budgets and resources to ensure appropriate return on investment
• Contribute to the development of Exams projects and where required, lead projects for SSA region and ensure that delivery and outcomes are in line with project management principles and standards
• Expand and embed the regional vision through ownership and management of initiatives like IELTS Counselling, specialisation, and sales conversion strategies
Relationship and stakeholder management
• Identify key stakeholders and build a clear understanding of their needs and expectations
• Work within the Regional matrix to support and work across the Regional Sales and Customer Management teams, Regional Exams Centre Management and Country leadership.

Finance and resource management
• Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
• Using agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/profitability and risk/pipeline/actual performance versus plan targets.

Role specific knowledge and experience:
• Experience in developing and implementing infrastructure and technology solutions which support business objectives
• Project management experience including in management of budgets and resources to support project implementation
• Management of competing priorities to deliver effective and efficient solutions in a staged way
• Significant experience in ongoing management of contracts, SLAs, and solution maintenance

Minimum requirements:
• University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience

Desirable:
• Customer Service Professional Qualification
• Technical qualification such as Microsoft Azure Cloud certified, ITIL4 qualified
• Experience of working with leading and working with dispersed teams across a large country or region
• Service design experience

Further Information
• Pay Band – BRC-7-F
• Contract Type – Two (2) Years Fixed Term Contract
• Department: Exams
• Locations: Candidates can be based in Kenya, South Africa, Rwanda, Uganda, Zambia, and Zimbabwe
• Language requirements: Minimum of IELTS Band score 7 (in each component)
• Role holder must have existing rights to live and work in the country the role is based.
• Regular domestic and international travel
• Closing Date – 28 January 2024 applications will close 23:59 South Africa Time
• Please ensure you include a supporting statement that highlights your skills, knowledge, and experience. This information will be used in the shortlisting assessment.

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Monday, January 29 2024
Duty Station: Lusaka
Posted: 26-01-2024
No of Jobs: 1
Start Publishing: 26-01-2024
Stop Publishing (Put date of 2030): 26-01-2066
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
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  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'157μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`218μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'112μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc186μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`337μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid98μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid140μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Regional-Exams-Customer-Experience-Lead-job-at-British-Council-Zambia-55669'137μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 161μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"232μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES679μs8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin63μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin52μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`82μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'101μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'232μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 191260μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?122μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?384μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy