Vacancy title:
Strategy & Operations Lead - Customer Systems

Jobs at:
BBOXX

Deadline of this Job:
21st September 2018

Duty Station:
Kigali, Rwanda

Summary
Date Posted: 7th September 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

BBOXX is a UK-based solar company building the next generation utility platform—our core business is designing, manufacturing, and installing pay-as-you-go solar systems for households who do not have access to electricity, and we are expanding into other applications like cooking gas, on-grid backups, and financial services. To date, we have deployed over 100,000 solar systems in countries as diverse as Rwanda, Kenya, Pakistan, the Democratic Republic of Congo, and Mali. Our mission is to electrify 20M people by 2020.

JOB DETAILS:

This role is based at our HQ in Kigali, Rwanda - the 9th safest country in the world AND one of the most beautiful. You would get incredible opportunities to adventure and travel around the world (E Africa, UK, Asia), and you would be working with the smartest, most passionate, and most ambitious people in the industry (ex-Bain/BCG/investment banking).

OVERVIEW OF RESPONSIBILITIES

As a Strategy & Operations Manager you are responsible for analysing, designing, developing, implementing, and evaluating a set of processes that form the BBOXX model. You will drive the vision for this part of the business, build tools and training to implement change, and will be the subject matter expert. You will own the metrics around that process and will have control over the strategies you choose to improve the business.

As Customer Systems Lead, you will be responsible for maintaining and developing improvements for the core customer management system, which includes processes for signing up customers, making payments, and upgrading customers. You will also be responsible for redesigning the customer account structure in a way that can handle payments for multiple products, as BBOXX expands from solar to additional services (i.e. cooking gas, internet, and financial services).

Specific responsibilities:
Advise Master Data Analyst on Monitor the heath of the customer management system

• Map and assess suitability of metrics for monitoring health of payments, workflow (i.e. installations, upgrades, repossessions), and SMS systems
• Communicate vision to key stakeholders
• Create a roadmap for improvements
  Analyze current problems with customer systems
• Understand the key drivers of system errors, and whether they are system- or human-related
• Run focus groups and process design workshops to understand pain points
• Gather and analyse data to confirm qualitative insights
• Work closely with application leads to understand needs of their applications
• Work with IT/Engineering team to understand technical improvements
• Design support dashboards for you to monitor processes
• Develop the business cases for change, quantifying the likely impact and prioritizing projects accordingly
  Design and develop processes to streamline payments and workflow
• Write high- and low-level requirements for platform changes
• Work with IT/Engineering to develop changes, acting as a link between the technical team and users
• Work with Accounting and Finance to make sure all aspects of the customer management system align with accounting requirements
• Thoroughly test all process and platform changes (A/B testing, user acceptance testing, etc)
• Update documentation in ProMapp (our internal process mapping tool) and elsewhere as appropriate
• Create implementation packs to support roll out of change across multiple markets
• Make the case for change across the other organization by creating compelling “how and why” presentations
• Develop training materials and train trainers as necessary
• Develop communication and implementation plans for rolling out change
• Evaluate impact of improvements on key metrics
• Support DESCOs in solving payments and workflow problems
• Some examples of improvements to be developed in 2018:
• Redesign the customer account structure to handle multiple services on the same account and allow a customer to choose which to pay for
• Make improvements as necessary to the pay-as-you-go system to ensure payments are quickly processed and generate the appropriate actions
• Improve the upgrades workflow to reduce errors, and introduce a way for customers to downgrade
• Develop fraud-monitoring tools and dashboards
• Develop monitoring and reporting on staff activity related to payments (i.e. voided payments, manual payments, etc.), and tools to help Call Centre staff fix one-off problems with client accounts without needing to escalate
  Requirements

QUALIFICATIONS AND EXPERIENCE

• This role will be particularly suitable for detail-oriented process managers experienced working with systems

Specific experience:

• University degree, preferably in Finance, Accounting, or Engineering
• 2+ years’ experience in a project management, design, or consulting role; experience working with developers on IT projects is a major plus
• Solid knowledge of Excel
• Some knowledge of SQL
• Fluency in English required; fluency in French is a plus
• Accounting background is a plus
  Personal traits and skills:
• Detail-oriented:nothing slips by you. If something doesn’t seem right, you have the gut feel to “sniff it out”, and will investigate until you get to the bottom of the issue. If something is off—even if it’s only affecting a few customers—it viscerally bothers you, and as a result you want to thoroughly test each detail until it is close to perfect.
• Analytical: you think through problems in a structured way: assessing them quantitatively wherever possible, breaking them down into their component parts, and tackling the highest impact problems first. You are good with numbers, and understand how different KPIs relate to each other.
• Self-motivated and passionate about the cause: BBOXX is a non-hierarchical environment where change is constant. To succeed here, you can’t wait for direction, but must actively figure out what needs to be done and propose the plan yourself. You must be passionate about the lives and experience of our customers, and be willing to get out in the field to gain insights.
• Project management: you excel at taking an idea from concept to reality. You plan carefully, think through risks and contingencies, prioritize tasks based on impact and critical path, measure your results, and can manage members of your project team through to completion of the project. That said, you have an acute sense of when a project is not going well, and can adapt the plan accordingly along the way.

You deliver and expect the best: At BBOXX, we all strive to deliver extraordinary work and believe that the work we are doing will benefit millions of people. We also expect others to do the same. You must take pride in owning and delivering your vision, and not be content to just faithfully execute instructions.
Benefits

Compensation details

• Competitive salary and international medical insurance if applicable
• Two return flights home per year, if applicable
• Our relentless commitment to personal development and career growth
• Working with the best people in the sector and making an impact to the millions of people