Overall Responsibility

The Field Quality and Safety Manager will be 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 stringest standards set by the organization.

People

• Managing a team of 7-10 Field Quality and Safety Technicians

Key SMART Results for A-Player

• Define and enforce policies and SLAs to manage, maintain and sustain quality in installations and support with our service partners and field staff - End 1Q 2023
• 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 1Q 2023
• Ensure all installers have no more than 20% failed survey rate across all networks - End 1Q 2023
• Ensure all field staff and sub-contractors are suitably trained/competent to carry out the prescribed task and that the necessary licenses/certificates of competence are in force and appropriate - End 1Q 2023
• Participate in the partner selection process. This includes reviewing the documents submitted by the partners and in-site audit (if required), and also carry out periodic evaluations of partners' performances - End 1Q 2023
• Ensure that all new Field Service team are provided with a copy of the policy statement, receive such induction training as may be laid down in procedures, and are issued with personal protective equipment as required - End 2Q 2023
• Communicate quality standards and parameters to the field team and installers, product development team, and other appropriate staff - End 2Q 2023
• Ensure Quality review of POA customers as installed, Performed Quality review of compliance of OSH for all Service partners, suppliers and internal teams with a field-based role  - End 2Q 2023
• Conduct Risk Assessments on activities within the field staff, ensuring that the methods and systems of work are safe. Also, the necessary procedures, rules, and regulations designed to achieve this are formulated, published, and applied - End 3Q 2023

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

• Proven experience of people management in Field Service Quality Assurance/Control
• Department stage of development where this role sits
• Prepare for Scale / Systemisation / Team Building / Management and Motivation

Key Competencies Criticality (H, M, L)

• Knowledge and experience in 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 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 in producing reports and developing 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 organisation.
• 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 & 3rd party suppliers.
• Must have experience in gap analysis and training of technical installation teams

Overall Responsibility

• Responsible for Poa Customer installations and field based support services;
• Management of Commercial & Operational relationship with install & support Partners.

Financial

• Install Cost per Customer, Customer Kit Recovery %, Support Cost Per Customer, Failed Survey Rate, Field Support Quality, Partner stock Management

People

• Deployment Schedule Coordinator, Deployment Scheduling Assistant, Field Service Partner teams

Key SMART Results for A-Player

• Design, Budget and Build the Field Services Organisation ensuring all staff have Scorecards, Job Gradings, Performance Management and Training Needs Analysis in Place - in coordination with HR team - End 4Q2022
• Ensure all partners have up to date MSA's service descriptions and revised commercial terms for the next phase of growth - End 4Q2022
• Improve failed survey rates by at least 50% across all partners in all geographies - End 2Q2023
• Ensure all Field Services capabilities are selected, contracted and trained prior to launch to ensure all sales growth projections for the business are met and fully supported within SLA - End 2Q 2023
• Ensure all partners are trained and a clear reward/penalty process defined & implemented - Monthly
• Poa has the lowest cost structure in the industry from a Customer Installation & Field Support perspective and still maintains exceptional quality and consistency throughout - End 3Q2023
• Ensure all partners are trained and a clear reward/penalty process defined - End 4Q2022
• Field support visits executed and solved first time round within SLA - End 4Q2022
• Define and execute Churned customer kit recovery process with 40% of total requests recovered - End 2Q2023
• Define and Drive a culture of efficiency & quality through Right First Time (RFT) approach to installations with zero re-work necessary - End 4Q2022

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

• Mandatory - proven experience of end to end management of both insourced and outsourced installation & field support teams especially in B2C environment within Kenya operating from a few thousand and scaling to tens of thousands of customers
• Department stage of development where this role sits
• Prepare for Scale / Systemisation / Team Building / Management and Motivation

Key Competencies Criticality (H,M,L)

• Have built a field based technical installation and support function in Kenya with >100,000 customer base - H
• Have managed insource and outsource field service partners with full end to end responsibility on costs and contracts - H
• Have developed the most efficient cost effective ways of running this function nationally - H
• Must be great at developing and growing teams into high performing units - M
• Must be proven in developing individuals as part of their growth - M
• Must have developed performance management and ongoing training for outsourced partner teams to get consistently high performing teams across geographies - M
• Excellent reporting & analytical skills - M

Mandatory Criteria if Any with no exceptions to hire.

• Proven experience building high performing teams in fast growth high pressure environment.
• Must have managed insource and at least 5 outsource partners supporting a rapid large scale growth organisation in multiple regions in Kenya with full end to end responsibility on costs and contracts
• Must have directly managed at least 10 people or more in multiple regions within Kenya