Team Lead / Senior Manager - Channel Support and Implementation - Nairobi

Job Purpose

We are looking for a **Team Lead / Senior Manager - Channel Support and Implementation.**

The Senior Manager Support & Implementation, You will be responsible for leading and managing the Support and Implementation function for Alternate Channel Solutions, ensuring operational excellence, SLA compliance, quality project delivery, and team performance.

Responsibilities

• Oversee resolution of customer tickets within defined Service Level Agreements (SLAs).
• Ensure departmental adherence to response time, repair time, and resolution time standards.
• Monitor and reduce reopened tickets and recurring issues.
• Act as an escalation point for critical client matters.
• Drive continuous improvement in service quality and customer communication standards.
• Ensure timely and quality delivery of implementation projects.
• Monitor milestone completion and committed timelines.
• Minimize post go-live defects and ensure effective stabilization of deployments.
• Conduct structured project review and learning sessions.
• Lead, mentor, and develop team members to enhance technical capability and performance.
• Conduct regular mentorship and performance review sessions.
• Ensure structured departmental training programs are implemented.
• Build leadership readiness within the team.
• Monitor departmental KPIs and ensure performance adherence.
• Implement corrective action plans where performance gaps are identified.
• Maintain accurate reporting dashboards and provide regular updates to management.
• Collaborate with Product, Development, Sales, and other internal stakeholders to ensure seamless service and project execution.
• Proactively manage risks, escalations, and client expectations.

Additional Information

This role carries full accountability for operational performance, quality of delivery, team effectiveness, and client satisfaction within the Support & Implementation function of Alternate Channel Solutions.

The Company reserves the right to modify or expand the scope of responsibilities in line with business requirements.

How to Apply

Apply (I already have an account)