Nairobi, Kenya

Full-Time

Maintain strategic relationships with clients to ensure exceptional service delivery and satisfaction.
Manages and communicates project scope, goals, and responsibilities to the project team
Establish clear stakeholder expectations and requirements of varying degrees of complexity.
Address and resolve client inquiries on ongoing production and key milestones, ensuring proactive communication.
Take full ownership of the project delivery, ensuring alignment with clients requirements
Systematically track and address client inquiries and responses to ensure timely and effective support.
Ensure accurate and timely reporting on performance metrics, and provide actionable insights for improvement.
Monitors work of subject matter expert personnel, providing support and interpretation of instructions/objectives
Analyze performance trends, set focus performance areas, and lead the team in continuous improvement initiatives.
Mentor and develop team members, address performance issues, and foster a high-performance culture.
Serve as the primary escalation point for critical operational issues, coaching team members and resolving complex conflicts.
Identify potential risks, develop mitigation strategies, and ensure proactive management to minimize impact.
Implement BCP strategies to ensure operational resilience and continuity in the face of disruptions.
Foster a culture of continuous improvement by identifying opportunities for enhancement and driving change initiatives.

Bachelor’s Degree in a relevant field (Required)
5+ years of experience in BPO or customer-centric roles (Required)
PMP or any other relevant Certification ( Additional Advantage)
Key Skills We're Looking For:
Knowledge of AI and Machine Learning
Expertise in Project Management
Strong Communication and Stakeholder Management
Business Acumen
Excellent Problem-solving and Analytical skills
Proven People Management experience
Leadership skills

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