Poa Internet Careers

Mission Statement for the Role: 

To assist in organization's efforts aimed towards ensuring positions are filled with high-quality talent in a timely manner and effectively scale up the talent acquisition activities.

Overall Responsibility: 

The overall responsibility of the role will be to offer support in day to day recruitment activities in order to optimize our talent acquisition operations.

Key SMART Results for A-Player Success

• Assist in posting open job ads on the Bamboo HR System in a timely manner and closing them once the hiring process is complete - Q1 2025
• Assist in scheduling interviews for shortlisted candidates and ensure that candidates understand the hiring process and expectations at every stage - Q1 2025
• Offer support in optimizing an onboarding process that ensures 100% of all employees are inducted and sales agents trained within their first week of joining Poa! - Q1 2025
• Improve the onboarding process to increase candidate satisfaction by continuously getting feedback from new joiners on a monthly basis and implementing the feedback - Q1 2025
• Conduct reference and background checks for interview finalists- Q1 2025
• Send interview feedback to interviewed candidates within stipulated timelines, ensuring timely and professional communication. - Q1 2025
• Provide support in administrative tasks that will ensure that the Bamboo HR system is always up to date with accurate data - Q1 2025
• Assist in elevating candidate experience by answering general questions and providing support needed by the candidates through the interview process - Q4 2024
• Assist in creating and updating weekly and monthly reports on key talent acquisition metrics- Q4 2024

Level of Management Experience Required (Mandatory & Nice to Have) 

Proven experience as Talent Acquisition Assistant or other recruiting-related roles.

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• Degree in Business, Human Resource Management - H
• An initial understanding of HR issues, employment law and good hiring practices - H
• Good organisational and time management skills - H
• Outstanding communications and interpersonal skills - H
• Familiarity with hiring practices and stages (screening, interview, assessment, onboarding) - H
• Great attention to detail - H
• Experience using Application Tracking Software Systems - M

Mandatory Criteria if Any with no exceptions to hire

• Must understand the general activities of the HR team and be result orientated.
• Must have completed their Degree in Human Resource Management.

Mission Statement for the Role:

• Run a highly efficient and super motivated territory sales team to exceed targets in the designated territory and deliver month in, month out. 

Overall Responsibility:

• Building, hiring, supervising and organizing a territory-wide Field Sales team, comprising Field Sales Representatives. In charge of developing and deploying profitable acquisition strategies across the territory to meet targets, and coordinating with the business on marketing and lead generation activities to exceed set business goals. 

Financial:

• Ensure all sales are closed through company M-pesa transactions and feedback on the effectiveness of marketing activation as effectively as possible. Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company.

People:

• Manage a team of Field Sales Representatives. 

Key SMART Results for A-Player Success

Sales Efficiency:

• Maintain a month-to-month sales average of 50 sales per representative by implementing daily routines focused on channel expansion, people productivity & sales growth activities - Monthly

Performance Management:  

• Manage the performance efforts for the territory sales teams through conducting daily shadowing programs, daily field accompaniments & coaching and steering daily performance meetings, weekly one-on-ones and monthly performance evaluations to ensure the team attains the set monthly goals (minimum 90%) - Daily

Sales Funnel Management:

• Drive customer visit efficiency of 500 leads collected per representative every month and ensure 90% categorization of the contacts into hot, warm and cold.
• Drive at least 10% conversion on qualified leads each day.
• Conduct daily follow-up calls of hot leads generated by Field teams (20 Hot leads per day) - Daily

Operational Excellence:

• Achieve 100% compliance with channel-specific sales processes by ensuring each field sales representative adheres 100% to the customer onboarding process, and drive prompt resolution of sales operation tickets (queries) within 24 hours.
• Ensure proper utilization of point of sales material, parasols, fliers and staff uniforms, and that the field sales team is branded at all times- Daily

Hiring:

• Ensure quality hiring, resource planning and proper onboarding of new hires by ensuring each hire (assigned) is trained, inducted into the role and equipped with working tools within the first one week of joining.
• Conduct at least 12 field observations & demonstrations every month for representatives in the field and share documented findings and performance improvement plans for each representative - Monthly

Sales Reporting:

Ensure timely provision of sales reports for assigned territory:

• Daily: Activity plan, market activation plan, daily sales vs actual, failed surveys, market insights.
• Weekly: Month to date performance vs target, lead generation, MTU coverage update.
• Monthly: Monthly activity plan, sales efficiency per team, Mitigation plan, monthly insights. 

Level of Management Experience required (Mandatory & Nice to Have)

• Supervisory level management with not less than 4 years of sales experience 1 yr of which should have involved leading a sales team of not less than 5 people.

Department stage of development where this role sits

• Scaling

Key Competencies Criticality (H,M,L)

• Build and Managed High Performing relentlessly driven Territory sales teams making sales across low income and rural communities in Kenya - H
• Managed the people dynamics of such a high pressure operation and lead to achieve the best performance possible from the team - H
• Proven track record of exceeding the Sales Number - H
• A proven arsenal of brilliant sales management techniques and hands-on sales experience with an in depth understanding of sales strategies and consumer objection handling - H
• CRITICAL FACTOR: Hands On, on the ground, in the field. This is not a desk job - H
• History of recruiting exceptionally high performing field sales teams and demonstrable experience in growing and developing them - H
• Experience in setting up commission only indirect sales agency models at scale to drive sales volumes and referrals - M
• Eagerness to work for Success Based performance and not just a salary - H
• Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross functional role plus excellent communication skills both written and verbal - H
• Build peer support and strong internal-company relationships with other key departments - M
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless - H
• Prior experience working in within Kisumu will be an added advantage - L

Mandatory criteria with no exceptions to hire

• Must have owned a team sales target and demonstrated high performance.
• Must have led and managed at least a team of over five people in a field based role.
• Must have managed a team on the ground in the field, preferably within the communities we serve.
• Must have operated in a business with similar Values and DNA to Poa to ensure cultural alignment.
• Must have good knowledge in using Google spreadsheets, Google Docs and Google Slides.

Mission Statement for the Role:

To lead a region composed of 4 to 5 territories and drive key metrics of channel expansion, sales efficiency and people productivity for the territory field sales teams to achieve growth in customer acquisition as per the given targets

Overall Responsibility:

Development of regional sales & distribution tactics, building a high performance sales team in the newly assigned territories and implementing go-to-market strategies that will ensure optimal sustainable sales growth in the most efficient and productive way as per the assigned targets.

Financial:

Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company. Ensure productivity per sales resource as per the commercial objectives of the company

People:

• Direct reportees: approximately 4 to 5 Territory Sales managers. Indirect: 30-40 Field sales reps/trainees

Location:

• Western Region: Kisumu, Eldoret & Nakuru.

Key SMART Results for A-Player Success:

• Hire a team of Territory Sales Managers and Field Sales Representatives and adhere to the hiring processes laid out by the company to meet the revenue objectives in the region - By end of Q4 2025
• Coach, train and mentor Territory Sales Managers and the overall team of Field Sales Representative to elevate them to top performance - By end of Q4 2025
• Mentor, lead and coach the performance management efforts of regional field sales teams by conducting weekly, monthly and quarterly performance reviews, as well as analysing the training developmental needs in order to increase customer conversion rates - By end of Q4 2025
• Drive 100% compliance to channel-specific sales processes by overseeing the activities and performance of Field Sales teams within the assigned region - By the end of Q4 2025
• Take ownership of the lead management process within the assigned sales territories and employ techniques that will ensure proper tracking of the sales funnel for optimal conversion rates - Continuous
• Drive implementation of best practices in the region on efficient route planning, market coverage, adherence to sales processes and route completion to enhance efficiency & effectiveness in trade execution- Continuous 
• Accurate, timely and comprehensive sales performance reports of all the regional field sales activities, including sales funnels, installations, failed surveys, network gaps, sales forecasts per network and performance per team -Continuous
• Take charge of regional trade marketing costs, including cycle activities impact vs results and drive efficient utilization of fliers, giveaways and point-of-sale material in the region to ensure cost of sale is as per the company goals - By the end of Q4 2025
• Take ownership of the indirect channels through crafting strategies that will ensure consistent recruitment, training of the sales agency teams within region in order to achieve active rate of 80% of recruited agents - Continuous
• Drive optimal tower utilisation for existing distribution points within the assigned region through implementation of targeted market specific sales initiatives for increased customer acquisition within each neighborhood - By end of Q2 2025

Level of Management Experience required (Mandatory & Nice to Have)

• Experience leading a regional sales team across 4-5 counties, overseeing a direct team of 7 managers and an indirect team of 40 or more sales representatives in a B2C business model is required.

Department stage of development where this role sits

• Scaling

Key Competencies Criticality (H, M, L)

• Ability to manage people dynamics in a high pressure operation and lead to achieve the best performance possible from the team-  H
• Ability to develop and implement new sales structures, build high performing teams while implementing management routines geared for sales growth- H
• History of managing exceptional, high performing field sales teams and demonstrable experience in growing and developing them - H
• History in managing customer relationship activities, including statistical reports, sales performance reports (weekly and monthly), and data essential to maintain KPI measurements to track territory Sales team performance -  H
• Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross-functional role, plus excellent communication skills both written and verbal - M
• Build peer support and strong internal-company relationships with other key departments - M
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless - H

Mandatory criteria, if any, with no exceptions to hire

• Owned a sales number target for a multi-level (management and teams) team.
• Must have multi-level management experience with experience in managing over 7 people at mid managerial level.
• Coordinated target setting, monitoring and performance evaluation, and actions of field sales team leaders.
• Conversant with Data analysis, reporting and CRM tools.

Mission Statement for the Role:

To lead a region composed of 4 to 5 territories and drive key metrics of channel expansion, sales efficiency and people productivity for the territory field sales teams to achieve growth in customer acquisition as per the given targets.

Overall Responsibility:

Development of regional sales & distribution tactics, building a high performance sales team in the newly assigned territories and implementing go to market strategies that will ensure optimal sustainable sales growth in the most efficient and productive way as per the assigned targets.

Financial:

Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company. Ensure productivity per sales resource as per the commercial objectives of the company.

People:

Direct reports -Approximately 4 to 5 Territory Sales managers. Indirect: 30-40 Field sales representatives /trainees.

Key SMART Results for A-Player Success:

• Hire a team of Territory Sales Managers and Field Sales Representatives and adhere to the hiring processes laid out by the company to meet the revenue objectives in the region - By end of Q4 2025
• Coach, train and mentor Territory Sales Managers and the overall team of Field Sales Representative to elevate them to top performance - By end of Q4 2025
• Mentor, lead and coach the performance management efforts of regional field sales teams by conducting weekly, monthly and quarterly performance reviews, as well as analysing the training developmental needs in order to increase customer conversion rates - By end of Q4 2025
• Drive 100% compliance to channel-specific sales processes by overseeing the activities and performance of Field Sales teams within the assigned region - By the end of Q4 2025
• Take ownership of the lead management process within the assigned sales territories and employ techniques that will ensure proper tracking of the sales funnel for optimal conversion rates - Continuous
• Drive implementation of best practices in the region on efficient route planning, market coverage, adherence to sales processes and route completion to enhance efficiency & effectiveness in trade execution- Continuous 
• Accurate, timely and comprehensive sales performance reports of all the regional field sales activities, including sales funnels, installations, failed surveys, network gaps, sales forecasts per network and performance per team -Continuous
• Take charge of regional trade marketing costs, including cycle activities impact vs results and drive efficient utilization of fliers, giveaways and point-of-sale material in the region to ensure cost of sale is as per the company goals - By the end of Q4 2025
• Take ownership of the indirect channels through crafting strategies that will ensure consistent recruitment, training of the sales agency teams within region in order to achieve active rate of 80% of recruited agents - Continuous
• Drive optimal tower utilisation for existing distribution points within the assigned region through implementation of targeted market specific sales initiatives for increased customer acquisition within each neighborhood - By end of Q2 2025

Level of Management Experience required (Mandatory & Nice to Have)

• Experience leading a regional sales team across 4-5 counties, overseeing a direct team of 7 managers and an indirect team of 40 or more sales representatives in a B2C business model is required.

Department stage of development where this role sits

Scaling

Key Competencies Criticality (H, M, L)

• Ability to manage people dynamics in a high pressure operation and lead to achieve the best performance possible from the team-  H
• Ability to develop and implement new sales structures, build high performing teams while implementing management routines geared for sales growth- H
• History of managing exceptional, high performing field sales teams and demonstrable experience in growing and developing them - H
• History in managing customer relationship activities, including statistical reports, sales performance reports (weekly and monthly), and data essential to maintain KPI measurements to track territory Sales team performance -  H
• Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross-functional role, plus excellent communication skills both written and verbal - M
• Build peer support and strong internal-company relationships with other key departments - M
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless - H

Mandatory criteria, if any, with no exceptions to hire

• Owned a sales number target for a multi-level (management and teams) team.
• Must have multi-level management experience with experience in managing over 7 people at mid managerial level.
• Coordinated target setting, monitoring and performance evaluation, and actions of field sales team leaders.
• Conversant with Data analysis, reporting and CRM tools.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 70% of the total company sales.

Area Coverage:

• Eldoret North and its environs ( Eldoret CBD, Langas, Pioneer, Munyaka, Kimumu, Kapsoya)

Key SMART Results for A-Player Success

• Drive attainment of monthly sales targets as per the vintage: 
• 1-3 months: 15 sales
• 4-6 months: 30 sales
• 6+ months : 50 sales

Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into the system as below: Q4 2024

• Hot leads: 20%
• Warm Leads:30%
• Cold Leads:40%
• Paid customers:10%

Ensure proper utilization of resources: Q4 2024

• Drive 12 fliers per sale and at least 3 sales for every parasol activation.
• 4. 100% adherence to the prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024

Operational Excellence: Q4 2024

• Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
• 100% compliance on system usage for lead generation, categorization & sales made.
• Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.

Key Competencies Criticality (H, M, L)

• Relentlessly driven and highly competitive to succeed- H
• Exceptional salesmanship skills- H
• Tactical, scrappy, relentless energy and focus to exceed targets- H
• Ownership of clarity, accuracy of forecasting and credible pipeline management of opportunities- H
• Ideally, experience in selling home internet services in low-income and informal communities- H
• Provide ongoing and timely feedback on all your sales activities not limited to your up-to-date prospects list, competitor information, network issues, theft, non-compliance by our customers on our home internet service and other ad hoc reports- H
• Work with the marketing team to deliver improvements in brand engagement scores in assigned territory- M

Mandatory criteria with no exceptions to hire:

• Must have owned and delivered on a sales target

Mission Statement for the Role:

• Responsible for delivering the overall revenue and customer growth targets within their specific defined geographical territory.

Overall Responsibility:

• Make sales and hit the sale number! Be part of the team aiming to deliver over 70% of the total company sales.

Area Coverage:

• Barnabas, Free Area, Jerusalem, Kiratina, Mawanga, Nakuru West, Section 58, Lanet and Heshima.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage: 

• 1-3 months : 15 sales
• 4-6 months: 30 sales
• 6+ months : 50 sales

Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into fresh sales system as below: Q4 2024

• Hot leads: 20%
• Warm Leads:30%
• Cold Leads:40%
• Paid customers:10%

Ensure proper utilization of resources: Q4 2024

• Drive 12 fliers per sale and at least 3 sales for every parasol activation.
• 100% adherence to prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024

Operational Excellence: Q4 2024

• Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
• 100% compliance on system usage for lead generation, categorization & sales made.
• Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.

Level of Management Experience required:

None

Department stage of development where this role sits:

Rapid Scale and Growth

Core energy required for this position:

• Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• Relentlessly driven and highly competitive to succeed- H
• Exceptional salesmanship skills- H
• Tactical, scrappy, relentless energy and focus to exceed targets- H
• Ownership of clarity, accuracy of forecasting and credible pipeline management of opportunities- H
• Ideally, experience in selling home internet services in low-income and informal communities- H
• Provide ongoing and timely feedback on all your sales activities not limited to your up-to-date prospects list, competitor information, network issues, theft, non-compliance by our customers on our home internet service and other ad hoc reports- H
• Work with the marketing team to deliver improvements in brand engagement scores in assigned territory- M

Mandatory criteria with no exceptions to hire:

• Must have owned and delivered on a sales target

Mission Statement for the Role:

• Recruit and develop a highly efficient commission only sales agents team to meet the business objectives of the organisation.

Overall Responsibility:

• Recruit, engage, activate and generate revenue from commission only sales agents. Leverage business by activating and improving commission only agent productivity.

Financial:

• Responsible to hit a target of 672 new installations in the first 12 months from joining, by adhering to the prescribed sales process laid by Poa Internet.

People:

• Responsible to recruit a team of 59 commission only sales agents in the first 12 months from joining date.

Key SMART Results for A-Player

• Recruit a team of sales agents in first 12 months from date of joining, breakdown as follows:
  •  First 3 months =New Sales Agents Recruitment Target =18
  • 4 to 6 months= New Sales Agents Recruitment Target =15
  • 7 to 9 months= New Sales Agents Recruitment Target =14
  • 10 to 12 months= New Sales Agents Recruitment Target =12
• Ensure there are active sales agents at any given month, definition of active sales agent is at least 1 install per agent per month, breakdown as follows:
  • First 3 months = Active Sales Agents Target =24
  • 4 to 6 months= Active Sales Agents Target =49
  • 7 to 9 months= Active Sales Agents Target =69
  • 10 to 12 months = Active Sales Agents Target =84
• Responsible to meet monthly sales targets through active sales agents under your supervision, breakdown as follows:
  • First 3 months = Active Sales Agents Target =74
  • 4 to 6 months= Active Sales Agents Target =145
  • 7 to 9 months= Active Sales Agents Target =205
  • 10 to 12 months = Active Sales Agents Target =249
• Ensure all physical outlets have point of sale material in place at all times and are regularly reviewed for 100% compliance by Marketing or COE Team from Poa Internet - Monthly

Level of Management Experience Required (Mandatory & Nice to Have)

Mid supervisory level management with not less than 3 years of sales experience, 1 yr of which should have been leading sales team of not less than 5 people

Department stage of development where this role sits

Starting : Builder mentality:, able to develop a team from scratch and drive results.

Key Competencies Criticality (H, M, L)

• History of recruiting and managing exceptional high performing commission only sales agents while delivering results, including : Retail agents/dealers, foot soldiers and centre of influence people - H
• Proven track record of exceeding the sales budgets by leading a commission only model - H
• Must have worked full-time in Field, Demonstrating / Observing Sales processes for efficiencies - H
• Should be adaptable, open to learning, and able to adjust strategies to meet changing customer needs and market conditions - M
• Good knowledge of agency sales model and must demonstrate understanding of how to manage, motivate and drive performance through agents and indirect channels - H
• Staying informed about industry trends, competitors, and the latest advancements in home internet space in Kenya - M
• Should be able to manage the entire sales process efficiently, from initial contact to post-sale Referral Leads for Sales Agents - M

Mandatory Criteria if Any, with no exceptions to hire:

• Must have led a team of Commission Sales Agents and delivered high sales numbers.
• Must have demonstrated training and development opportunities to help agents improve their sales skills. This includes product knowledge training, sales techniques, and objection handling.
• Must possess good analytical skills: Should analyse sales data, trends, and performance metrics is important. Must have used this data to make informed decisions and optimise sales strategies.

Mission Statement for the Role:

To own end to end quality, training and OSH (Occupational Safety & Health) aspects of Poa Internet's installations and field support services. Monitors quality of installations & drives training initiatives by identifying and arranging suitable training solutions for Field Service teams.

Overall Responsibility:

Developing, creating and implementing best practice field services quality processes & procedures; Responsible for ensuring that teams doing installation and field support services meet the established standards set by Poa Internet while at the same time overseeing their safety at work and ensuring that the company is in compliance and adheres to Occupational Safety and Health (OSH) guidelines.

Financial:

Reduce acquisition (install/support) cost per customer by ensuring 95% of all installs are done to the stringent standards set by the organization.

People:

Managing a team of 7-12 Field Quality and Safety Technicians.

Key SMART Results for A-Player Success:

• Define, document and enforce policies and Service Level Agreements to manage, maintain and sustain quality in installations and support with our service partners and field staff - End Q1 2025
• Poa has installation policies that establish a culture of safety and health ensuring that contractors, their installation teams and field teams adhere to set OSH guidelines - End Q1 2025
• Create an interface with Project, Quality, Learning & Development, Environmental Social and Governance and Occupational Safety & Health teams as a subject matter expert - End Q1 2025
• Ensure all field staff and subcontractors are suitably trained/competent to carry out the prescribed task and that the necessary licenses/certificates of competence are in force and appropriate - End Q1 2025
• Define & communicate quality standards and parameters to the field team and installers, product development team, and other appropriate staff with the aim of achieving set NPS, CSAT & CES expectations - End Q1 2025
• Ensure all installers have no more than a 15% failed survey rate across all networks - End Q1 2025
• Participate in both the partner selection process and month-on-month performance evaluation process - End Q1 2025
• Conduct risk assessments on activities within the field staff, ensuring that the methods and systems of work are safe. Ensuring the necessary procedures, rules, and regulations designed to achieve this are formulated, published, and applied - End Q1 2025
• Conduct continuous quality reviews of poa! customers as installed, and compliance of OSH for all Field Service partners - End Q1 2025

Level of Management Experience required (Mandatory & Nice to Have)

Mandatory - Proven experience of people management in Field Service, Quality Assurance/Control especially in an Internet Service Provider.

Department stage of development where this role sits 

Prepare for Scale / Systemization / Team Building / Management and Motivation whilst driving Quality in Operations.

Key Competencies: Criticality (H,M,L)

• Knowledge and experience in the implementation of major telecommunication wireless installs & commissioning in a fast growing organization with limited resources and strict timelines - H
• Excellent analytical and critical thinking skills; make assessments and provide solutions to problems - H
• Understanding of OSH guidelines - H
• Strong coaching skills, with the ability to motivate and engage staff while promoting a work environment that fosters creative thinking, innovation, accountability & responsibility - M
• Excellent verbal and written interpersonal communication skills with the ability to produce reports and develop relevant policies - H
• Outstanding attention to detail and observation with the ability to turn this into actionable, measurable tasks that create accountability for service partners and field staff - H

Mandatory criteria if any with no exceptions to hire

• Must have worked for a rapid large scale growth organization.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision.
• Must have worked productively, efficiently & effectively with self initiative and drive under strict timescales and pressure whilst maintaining attention to detail and quality.
• Ability to understand, interpret, and communicate with data.
• Must have experience managing teams & third party suppliers.
• Must have experience in gap analysis and training of technical installation teams.

Mission Statement for the Role:

To own end to end quality, training and OSH (Occupational Safety & Health) aspects of Poa Internet's installations and field support services. Monitors quality of installations & drives training initiatives by identifying and arranging suitable training solutions for Field Service teams.

Overall Responsibility:

Developing, creating and implementing best practice field services quality processes & procedures; Responsible for ensuring that teams doing installation and field support services meet the established standards set by Poa Internet while at the same time overseeing their safety at work and ensuring that the company is in compliance and adheres to Occupational Safety and Health (OSH) guidelines.

Financial:

• Reduce acquisition (install/support) cost per customer by ensuring 95% of all installs are done to the stringent standards set by the organization.

People:

• Managing a team of 7-12 Field Quality and Safety Technicians.

Key SMART Results for A-Player Success:

• Define, document and enforce policies and Service Level Agreements to manage, maintain and sustain quality in installations and support with our service partners and field staff - End Q1 2025
• Poa has installation policies that establish a culture of safety and health ensuring that contractors, their installation teams and field teams adhere to set OSH guidelines - End Q1 2025
• Create an interface with Project, Quality, Learning & Development, Environmental Social and Governance and Occupational Safety & Health teams as a subject matter expert - End Q1 2025
• Ensure all field staff and subcontractors are suitably trained/competent to carry out the prescribed task and that the necessary licenses/certificates of competence are in force and appropriate - End Q1 2025
• Define & communicate quality standards and parameters to the field team and installers, product development team, and other appropriate staff with the aim of achieving set NPS, CSAT & CES expectations - End Q1 2025
• Ensure all installers have no more than a 15% failed survey rate across all networks - End Q1 2025
• Participate in both the partner selection process and month-on-month performance evaluation process - End Q1 2025
• Conduct risk assessments on activities within the field staff, ensuring that the methods and systems of work are safe. Ensuring the necessary procedures, rules, and regulations designed to achieve this are formulated, published, and applied - End Q1 2025
• Conduct continuous quality reviews of poa! customers as installed, and compliance of OSH for all Field Service partners - End Q1 2025

Level of Management Experience required (Mandatory & Nice to Have)

• Mandatory - Proven experience of people management in Field Service, Quality Assurance/Control especially in an Internet Service Provider.

Department stage of development where this role sits 

Prepare for Scale / Systemization / Team Building / Management and Motivation whilst driving Quality in Operations.

Key Competencies: Criticality (H,M,L)

• Knowledge and experience in the implementation of major telecommunication wireless installs & commissioning in a fast growing organization with limited resources and strict timelines - H
• Excellent analytical and critical thinking skills; make assessments and provide solutions to problems - H
• Understanding of OSH guidelines - H
• Strong coaching skills, with the ability to motivate and engage staff while promoting a work environment that fosters creative thinking, innovation, accountability & responsibility - M
• Excellent verbal and written interpersonal communication skills with the ability to produce reports and develop relevant policies - H
• Outstanding attention to detail and observation with the ability to turn this into actionable, measurable tasks that create accountability for service partners and field staff - H

Mandatory criteria if any with no exceptions to hire

• Must have worked for a rapid large scale growth organization.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision.
• Must have worked productively, efficiently & effectively with self initiative and drive under strict timescales and pressure whilst maintaining attention to detail and quality.
• Ability to understand, interpret, and communicate with data.
• Must have experience managing teams & third party suppliers.
• Must have experience in gap analysis and training of technical installation teams.