Senior Programs Optimization Associate

Job Location; Addis Ababa, Ethiopia

About The Role:

An EB Senior Programs Optimization Associate will be responsible for planning and coordinating program tasks to ensure continuity in the organisation's day-to-day core functions. The role will work with other stakeholders to ensure pilots and projects are fully implemented, monitored and well controlled within stipulated timelines. This person will be travelling to the field occasionally (~30% of the time).

What you would be expected to do:

Handling CRM Administrative activities

• Creation/editing of users, SMS setups, archiving of inactive Users, HUB-related Field Sales Executive issues as requested
• CRM-related technical activities
• Escalation and follow-ups on the resolution of Field Sales Executive selling apps, CRM error messages, and technical problems
• Recommends software improvements or process changes
• Raise tickets to the Tech Development Team and follow up on resolution
• Escalating work tools issues and helping resolve them
• Develop mechanisms to improve common requests.

Ensuring a great customer experience

• Handle Program escalations and provide timely feedback/solutions.
• Provide field assistance to EB Sales Team
• Management of MDM platforms
• Ensure proper configuration of PAYG Agent and customer phones
• Field visits
• Ensure field visits are done monthly at least
• Gather feedback from Agents, Area Business and Regional Managers on issues and difficulties faced in the field
• Report feedback and ensure closure and follow-ups are completed

Project Management

• Work across departments to ensure their requests are attended to by taking front-line initiative in pilots/projects assigned.
• Create a detailed project plan tracking the progress of project activities and tasks
• Document project difficulties and learnings for closer follow-up
• Work closely with Program Optimization Managers to ensure effective and efficient project execution.

Owning and Improving Processes (current and future)

• Creating/documenting detailed processes and producing comprehensive reports based on any assignment to ensure clear review and efficient execution.
• Administer surveys to expedite process alignment
• New product/software piloting, reporting and implementation.
• New product testing both in the office and the field. The role will be tasked with ensuring all required testing activities are completed.
• Design presentations, data visualisations and dashboards for strategic planning and project execution.

You might be a strong candidate if you have:

• A bachelor’s degree or its equivalent in Program Management.
• At least 2 years experience with a proven track record of maintaining and interacting with different systems and tools.
• knowledge and experience in operational tools such as Google Sheets, Slides and Apps Script would be an added advantage.
• Possess Project Management skills and any certification or its equivalent will be an added advantage.
• Strong communication skills and the ability to work with stakeholders with different working styles, priorities and communication styles.
• Demonstrate excellent time management skills in terms of workload balancing and reply time to queries from colleagues.
• Ability to assess task and project priorities as work progresses and address high-impact, low-effort items first. Managing multiple tasks is important.
• Problem-solving ability and a fix-what’s-broken mindset, with an interest in strategic thinking, innovation and action.
• Excellent attention to detail and recognise that the difference between an “Ok” and “Exceptional” job lies in how much you can spot and work on the important minute details of your tasks.
• Excellent issue-tracking and resolution skills, IT skills, data skills and advanced computer skills.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.