Job Opportunities at Mukuru

Duties and Responsibilities (Include but is not limited to):

• Reduce costs and increase efficiency while delivering world-class customer service
• Take ownership of the processes and systems used within the team and contribute ideas to increase service levels and reduce cost
• Escalate system issues to relevant support or IT teams to investigate and resolve
• Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
• Ensure payments and non-payment queries are done correctly with zero errors/mistakes within stipulated KPI’s
• Process all customer queries (payment and non-payment) load all unallocated payments in line with KPIs
• Verify payments before allocating and requesting authorisation
• Use discretion when processing payments that are out of the ordinary or unclear. Request confirmation from Senior Controller for assistance with decision making
• Process customer queries in line with the latest processes as contained in the “Processes” document
• Process customer queries with zero errors/mistakes
• Engage with customers in a way that delivers World Class Service and builds brand equity
• Always be professional, positive and helpful when interacting with customers on all platforms ie, email and on the phone as well as in a manner that represents our brand values and strengthens the customer's affinity towards our company
• Effectively communicate, presenting correct tones, active listening skills and call controls
• Listen attentively, be friendly, say thank you and sincerely apologise when appropriate
• Show immediate action and solutions.
• Treat each customer with great courtesy and respect and give the same excellent treatment as you would like to receive yourself
• Take ownership of all queries
• Offer appropriate timescale for a solution
• Achieve the performance measures for responding to and resolving customer queries as outlined in the KPI document
• Have sound product knowledge to provide first contact resolution
• Communicate with internal and external stakeholders
• Attend to escalations from internal departments via Helpdesk and the Escalations chat as well as external department eg branches
• Escalate to the relevant external and internal stakeholders to ensure client queries are resolved appropriately
• Achieve the performance measures for responding to escalations as outlined in the KPI document
• Manage own performance and self-development

Key Requirements:

• Grade 12 / or equivalent (Essential)
• Degree/diploma (desirable)
• 6 months as a Customer Service Consultant (Essential)
• Understanding and speaking of English and Shona/Ndabele (Essential)
• Knowledge of money transfer procedures
• Knowledge of African currencies
• Knowledge of card manager and Zendesk systems

Additional Skills:

• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Organisational & administrative skills
• Attention to detail

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Duties and Responsibilities (Include but is not limited to):

• Develop Talent and Succession management processes, practices and initiatives that will support business objectives
• Monitor and measure the success of the Talent and Succession management processes and make adjustments when required
• Review Talent and Succession management initiatives and design improvements
• Report on the success, risks, challenges, and improvements to Talent and Succession management process, practices and initiatives
• Develop performance management processes, practices and initiatives that will support business objectives
• Monitor and measure the success of the performance management process and make adjustments when required
• Review performance management initiatives and design improvements
• Report on the success, risks, challenges, and improvements to performance management process, practices and initiatives
• Ensure compliance with all legal and regulatory requirements
• Support the development of appropriate OE practices training interventions by collaborating with relevant HC department
• Manage and implement projects and continuous improvement activities
• Review and consult on organisational structures across business
• Develop programmes that support desired behaviours in the organisation
• Develop and maintain Stakeholder Relationships
• Develop aligned and effective change management solutions, practices and processes
• Monitor and measure the success of the change management process and make adjustments when required
• Review change management initiatives
• Develop communication strategies to ensure awareness of changes within the business
• Develop Leadership Development processes, practices and initiatives that will support business objectives
• Monitor and measure the success of the Leadership Development processes and make adjustments when required
• Review Leadership Development initiatives and design improvements
• Report on the success, risks, challenges, and improvements Leadership Development process, practices and initiatives
• Develop On and Offboarding processes, practices and initiatives that will support business objectives
• Monitor and measure the success of the On and Offboarding processes and make adjustments when required
• Review On and Offboarding initiatives and design improvements
• Report on the success, risks, challenges, and improvements On and Offboarding process, practices and initiatives
• Develop SWP processes, practices and initiatives that will support business objectives
• Monitor and measure the success of the SWP processes and make adjustments when required
• Review SWP initiatives and design improvements
• Report on the success, risks, challenges, and improvements SWP process, practices and initiatives
• Conduct best practice research with regard to different Organisational Development, Effectiveness and Talent Management initiatives, practices and processes
• Compare current initiatives, practices and processes against best industry practice
• Determine potential impact of changes within the current business processes and make recommendations accordingly

Key Requirements:

• Grade 12 or equivalent (Essential)
• Minimum 3 year HR degree or related field (Essential)
• Honours in Industrial Psychology or HCM (desirable)
• Change management certification (beneficial)
• Minimum 5 years’ experience in Organisation Development/Design in corporate or consulting environment (essential)
• Knowledge of Performance management frameworks
• Knowledge of Organisational Design methodologies
• Knowledge of Talent Management Frameworks
• Knowledge of Change Management Models
• Knowledge of Leadership Development frameworks
• Knowledge of SWP models

Additional Skills:

• Verbal and written communication skills
• Time management skills
• Organisational &
• administrative skills
• Interpersonal skills
• Advanced Excel and Power BI skills
• Advanced Power Point skills
• Project management Skills
• Research and Development skills