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Job Summary

Our client is a well-established and reputable Business Law firm. They seek to hire a Operational Excellence Lead who will be tasked with managing operations processes to improve customer experience.

  • Minimum Qualification:Bachelor
  • Experience Level:Senior level
  • Experience Length:4 years

Job Description/Requirements

Location: Nairobi

Roles and Responsibilities
•    Create processes and practices to improve the day-to-day efficiency and effectiveness of the legal team, simplify work flows (legal team & Client).
•    To ensure processes and practices are automated and digitized.
•    Assist with supervising spend management and handle budget and resource allocation accordingly.
•    Provide day-to-day professional advice and support to stakeholders regarding the Customer Experience.
•    Engage in consultation with relevant stakeholders on issues associated with the success of
•    customer experience projects and recommended improvements.
•    Develop an electronic record keeping system with all legal documents and other important documents.
•    Assist to develop, implement and enhance internal process guidelines, templates, and workflows.
•    Contribute to the development of a customer centric culture, new service development and
•    improved experience including customer conversion and retention
•    Identify, implement, integrate, and optimize applications and tools, and building internal tools and automation capabilities.
•    Assist with development and support programs that promote collaboration and knowledge sharing across the team (e.g. centralized resources, processes, memos, and other learnings).
•    Build strong relationships within the Legal team, and other cross-functional stakeholders including Finance, IT, Infosec, People, and other operational teams.
•    Review and report on relevant internal and external data to inform ongoing customer experience decisions and ensure best practice transfer.
•    Ensure effective systems and processes for the identification, control and monitoring of risks
•    Oversee client and other third-party complaints.
•    Document, implement and update risk management systems and policies.
•    Clear communication of projects being undertaken, status, and progress relative to the overall roadmap.

Knowledge, skills and qualifications
•    Undergraduate Bachelors in a relevant field.
•    Minimum 4+ years experience in a Customer Experience related role for a medium – large size corporate.
•    Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience.
•    Experience developing client’s workflows, turnaround time, SLA, SOPs to improve service delivery
•    Excellent communication skills and the ability to act as a key partner with team members from across the company.
•    Process oriented with a technical mindset who is able to remain focused, get creative, and deliver top-quality solutions.
•    Change enabler who thrives on encouraging collaboration and maximising every opportunity
•    Experience working cross functionally with Sales, Marketing, Finance and Product teams.
•    Passionate about the customer journey, constantly curious about new technologies, and the desire to be an operations super star!

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