Purpose of the job
The Strategy Officer will be responsible for providing guidance in the formulation and implementation of corporate strategic initiatives, monitor the set plans; drive innovation, implement and manage the operational business process management framework, ensure service and quality assurance with a view to enhancing customer experience and oversee the Quality Management System.
Responsibilities
- Participate in the development, implementation and execution of corporate strategy by guiding the planning and review process and overseeing strategic initiatives and projects.
- Lead periodic reviews of strategy in line with external and internal, political, economic, social, environmental change drivers and advise on the strategic implications of these factors.
- Advise management to enable a shared understanding of best practice strategic planning and to ensure that planning outcomes are highly effective and well aligned.
- Direct the alignment of corporate reporting systems and the identification of key performance indicators and high level targets.
- Facilitate the strategic review and planning processes, to enable the development of aligned and integrated divisional/business plans.
- Enforce compliance with strategic planning reporting requirements by linking to independent performance management and departmental processes.
- Lead process improvement initiatives through mapping of member journey, coordinate and streamline business processes; identify risks and issues and prioritize processes to be improved.
- Conduct “voice of the customer” survey to establish priorities.
- Implement process solutions to improve operational efficiency and recommend innovative solutions.
- Develop metrics to ensure processes improvement implementations are successfully measured.
- Develop challenging quality metrics; monitor performance and develop procedures to examine and report quality issues.
- Ensure systems in use to serve members are “customer centric” and enable provision of a superior customer service
- Administer and implement quality management system (QMS) to ensure efficiency, compliance and continual improvement and automation using Q-Pulse system.
- Prepare QMS reports for management review meetings, external reporting for surveillance/certification audits and liaising with certification bodies.
- Oversee risk management review, customer feedback management, organizational awareness and training on QMS/ISO.
Qualifications
- Bachelor’s Degree in a Business related field from a recognized university.
- Relevant professional qualification(s)
- Advanced Training in Quality Management System
- Five (5) years’ working experience in business management, business analytics or pension fund management & administration.
- Knowledge and experience in ISO 9001 or a Certified QMS Lead Auditor will be an added advantage.
Competencies
- Demonstrated business acumen – able to create Fund strategy and actions that impact business success.
- Understanding of quality assurance gained through experience of working in a customer focused, results driven team.
- Good understanding and experience in application of commercial and financial principles.
- Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.
- Creativity and innovation skills.
- Quality focus and attention to detail.
- Action oriented and demonstrated ability to manage priorities.
- Professionalism and integrity.
- Good oral and written communication skills; customer relationship management skills.
- Risk awareness and focus – demonstrate understanding of risk management practices, standards and regulatory requirements.
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