New Job Vacancies at Kenya Airways

Customer Service Jobs, Service Delivery Jobs, Jobs in Kenya, Records Management Jobs,

Customer Relations Executive

Brief Description        

• Job Purpose Statement: Reporting to the Customer Relations and Excellence Manager the role will ensure effective complaint management system and service recovery that enhances customer loyalty, encourages repeat business translating to business retention and reduction in operations cost and achievement of Revenue.

Detailed Description        

• Timely resolution of customer complaints, while making follow-ups on compliments or suggestions to ensure business retention.
• Analysis of consumer trends and preparation and distribution of high-level customer service reports for the Business Leadership Teams for strategy formulation and implementation
• Identification of areas experiencing recurrentservice-related challenges within the business and provision of guidance and support to ensure seamlessness in service delivery.
• Management of the Feedback and Service Recovery system within the entire business network.
• Facilitation of data collection from the market through customer forums and meetings with customers
• Participation In Business projects to offer customer centric guidance during strategy formulation and implementation.
• Organizing customer forums and meetings across the business network and enhancing loyalty
• Oversee immediate Service recovery in our international stations.
• Improving customer service quality results by studying, evaluating and making recommendations for re-designing processes; establishing and communicating service metrics, monitoring and analyzing results in change implementation
• Management of the service recovery processesthrough constant evaluation of the existing compensation policies to ensureadherence to Group Policies and International standards and regulations bydeveloping and implementing the Customer Service Charter and CompensationPolicy.
• Analysis of Customer Needs and effective communication of the same to the Business Strategy and Leadership Teams for strategy formulation and implementation.
• Customer Database Management through collation of customer information, customer profiling, segmentation and participation in the development of tailor-made services and products
• Preparation and control of service recovery budgets to ensure satisfactory compensation of aggrieved customers, while monitoring expenditures to ensure resource and Cost Management

Job Requirements        

• University Degree or equivalent
• Minimum of 5 years’ experience within a Commercial/Operations environment Customer Relations Industry knowledge (will be an added advantage)
• Diploma in IATA/UFTA is desirable.
• Work experience in a customer facing environment
• Working with Billing systems and understanding (end user experience)
• Foreign language
• World tracer & Amadeus Knowledge

Additional Details        

• Excellent demonstrable knowledge of Customer relations metrics
• Excellent written and verbal communication skills
• Customer service procedures and standards
• A team player with strong interpersonal skills and a positive attitude
• Planning and organisational skills.
• Problem-solving skills.
• Computer skills (MS office modules)
• Numeracy and report writing skills
• Results-oriented individual
• Exceptional Customer Relations skills
• Product and Market Knowledge

External End Date        20-Mar-2025

Manager Technology Service Delivery

Brief Description        

Job Purpose Statement: Overall responsibility (and lead facilitator) for the delivery, management, and improvement of ITService to support the company’s business and meet user needs, using a set ofwell-defined best practices (based on ITIL). Responsible for leading the development, implementation, sustainment, and continuous improvement of IT Service Management (ITSM) processes; as well as establishing, measuring, and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Detailed Description        

• Champion IT service culture within the organization.
• Understand, champion, and implement best practices for ServiceDesk operations.
• Development of a communication plan, to create a single point of information flow to end-users or vendors, and keep users informed of what is happening in the Technology department.
• Responsible for providing Reports on SLA compliance, ServiceDesk Metrics.
• Ensure that there is a single, comprehensive source for all services that are transitioning to, or currently in the production environment by developing a service catalog that describes the services that are currently in use, the business processes that are enabled, and the customer’s service quality expectations.
• Development/review of division processes/procedures under the supervision of Service Desk Management
• Focus on business strategy i.e. evaluating and ensuring the service desk will meet current and future business needs
• Create and maintain the service catalog
• Analyze and review actual service performance against SLAs and OLAs with the vendor manager
• Agree on appropriate actions to maintain or improve service levels
• Provide regular reports on service performance and achievement to Business and IT management
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
• Provide Service Desk performance reports to IT management on a weekly/monthly basis
• Ensure service-related documentation is accurate and always kept up to date
• Responsible for defining, analyzing, planning, measuring, and improving the availability of IT services, to ensure that all designed services are available to meet the business requirements.

Service Desk

• Maintain day-to-day responsibility for the ownership and resolution of issues, incidences, and changes.
• Take overall responsibility for the incident, change and issue management, and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate the implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the department’s needs.
• Focused onend-user functionality that may include.
  • Computer orSoftware consultations
  • Change andConfiguration Management
  • Problemescalation procedures
  • Problem resolution
  • Singlepoint of contact (SPOC) for IT interruptions
  • Tracking capabilities of all incoming problems
•  Ensures end-users are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay, and communicating with theend-user in case of service outage

Job Requirements        

• Minimum of bachelor’s degree in computer science, Information Systems, or equivalent field 
• ITIL professional certification
• At least 3 years of experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
• Service, project, and results-orientation, with strong analytical and problem-solving skills. 
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Knowledge of developing and managing SLAs,
• KPIs, and critical success factors (CSFs) for IT Services, processes, operations, and work environments.
• Experience in ITSM software applications and tools, analysis, and reporting.
• Knowledge of developing and managing continuous improvement programs.
• Minimum 3 years of experience in an IT Service Delivery Management role

KQ Academy Manager (One Year Contract)

Brief Description        

Lead, plan, organize and oversee training to ensure a highly effective learning environment for Kenya Airways and its clientele these incudes managing training facilities, training services, learning systems and resources.

Detailed Description        

• Lead the team managing KQ Academy administration, ensuring that processes and practices are efficient, customer friendly and are focused on the KQ Academy need to deliver excellent support for students, and are operated effectively.
• Line manages the records officers, knowledge management & eLearning officer, and learning academy administration officers
• Ensure that robust metrics and key performance indicators are devised, developed, and used effectively for each of the Academic administrative teams in support of the KQ Academy strategy
• Manage services within the learning academy, championing excellence in delivery, a positive service culture and ensuring that outcomes are delivered on time and to budget.
• Ensure compliance with relevant statutory and regulatory requirements such as Kenya Civil Aviation Regulations amongst others
• Manage, and administer the Learning Management Systems to help achieve efficiency for both internal and external guests
• Develop and implement Pride Centre Operating Procedures
• Deliver a safe and secure working environment at Pride centre in order enable learning activities
• Prepare and publish a schedule of training programs in collaboration with senior manager regulatory training.
• Generate and analyze learning reports to support learning and development activities and the business at large.
• Track operational and capital expenditure for KQ Pride Centre
• Manage the KQ Pride Centre brand specification for learning materials and visual aids
• Liaison for KQ Pride Centre for Civil Aviation Authorities, African Airlines Association & IATA Training Partnerships
• Coordinates leaderships, and functional training programs
• Coordinates coaching and mentoring programs in the business
• Manages partners and suppliers for training programs
• Manage accounts receivable for the training centre

Job Requirements        

• University Degree in relevant field.
• Expertise in IT usage and utilization. (mastery in excel, PowerPoint, word & access)
• CPA Qualification will be an added advantage
• At least 3 years’ operations management experience in a busy environment.
• Knowledge of aviation training organizations
• Experience in managing accounts receivable will be an added advantage
• Computer skills, interpersonal skills, persuasive oral communication skills, presentation skills, good planner, analytical skills,

Total Reward Advisor

Brief Description        

This role purpose is to contribute to the development and implementation of the company’s compensation and benefits programs including job evaluation and design of reward schemes. This role will also be responsible for overseeing the accurate and timely processing of payroll for the organization and ensuring compliance with relevant regulations and maintaining payroll records and systems. 

Detailed Description        

• Review and rework the company’s reward and benefits programmes as well as develop internal statutory progression mechanisms.
• Manage& Facilitate Job Evaluation and monitor market pay rates to ensure appropriate remuneration packages are in place
• Compile HR remuneration information from all KQ locations for annual compensation reports.
• Develop, implement and administer salary administration programmes
• Monitor the effectiveness of the compensation guidelines and procedures while recommending plan revisions as well as new, cost-effective plans
• Develop procedures and reports to monitor compensation throughout the year to maintain internal equity in compensation structures throughout the company.
• Participate in selected compensation surveys, analyze survey results, and recommend changes to salary ranges to maintain a competitive compensation structure in all KQ labour markets.
• Assist with the implementation of the annual reward cycle, ensuring that there is accuracy in adjustments of salaries across the different areas.
• Provide oversight of the global employee payroll processing within agreed timelines
• Supervise and lead the payroll processing team, ensuring that all payroll transactions are accurately calculated, verified, and processed within established deadlines.
• Ensure compliance with labor laws, tax regulations, and company policies when processing payroll.
• Conduct periodic audits to maintain the accuracy and integrity of payroll data.
• Maintain detailed payroll records.
• Review and validate payroll data to minimize errors and discrepancies.
• Manage and mentor the payroll team, providing guidance and training as needed.
• Analyz payroll data for accuracy and consistency, identifying and addressing any discrepancies or issues.
• Generate payroll reports for management and finance teams, summarizing payroll costs and other relevant metrics.
• Stay up to date with changes in tax regulations, labor laws, and payroll best practices, ensuring ongoing compliance.
• Assist in the preparation and submission of payroll-related reports to relevant government authorities.
• Address and resolve payroll-related compliance issues and discrepancies promptly.
• Respond to employee inquiries and concerns related to payroll, providing clear and helpful information.

Job Requirements        

• University Degree in relevant field
• CPA(K) or equivalent accounting qualifications
• At least 5 years of relevant experience in a busy environment, preferably in compensation and benefits
• Thorough knowledge of income tax laws, labour laws and other statutory laws affecting payroll
• Knowledge of oracle or similar ERP system
• Good Working knowledge of MS Office and Excel in particular

Record Officer – Training School

Brief Description        

Job Purpose Statement: This role purpose is to process accurately and in a timely manner the group payrolls to ensure staff are paid in accordance with the contractual and statutory obligations and enforce effective internal controls and efficiency within payroll for accurate accounting of staff costs.

Detailed Description        

• Process group payroll to ensure staff are correctly paid and in time incompliance with contractual obligation
• Prepare all internal dues computations for completeness and accuracy before payment to ensure staff are paid within 4 working days after receipt of all relevant information.
• Implementation of collective bargain agreements and other company policies as regards staff emoluments to ensure staff are paid in accordance with the applicable CBA and company policies.
• Reconcile monthly payroll headcount and leave valuation to HR master database, departmental budgets and station returns and report on all payroll variances to facilitate accurate accountability and prevent loss by the company.
• Prepare reconciliations monthly for all the payroll accounts and obtain credible explanations and reasons for all reconciling items to prevent and detect errors and frauds.
• Prepare control accounts and follow up the resolution of reconciling items monthly to ensure accuracy and completeness of the accounts.
• To provide management with information and analysis to be used during collective bargaining with KALPA, KAWU or as may be requested and other industrial financial matters to assist management in decision making.
• Preparation, reporting and submission of payroll information and statistics to management for decision making.
• Facilitate the registration of staff with government relevant bodies like NHIF, NSSF and KRA and check for compliance with RBA regulations for staff contributions to provident fund scheme to prevent penalties and interests from the authorities.
• Prepare and file monthly and annual returns to ensure compliance with statutory requirements i.e. NHIF Act, NSSF Act, KRA
• Prepare audit schedules for both internal and external auditors during audits to ensure audit is done and completed within the time stipulated.

Job Requirements        

• University Degree in relevant field
• CPA II or equivalent accounting qualifications
• At least 3 years of relevant experience in a busy environment
• Thorough knowledge of income tax laws, labour laws and other statutory laws affecting payroll
• Knowledge of oracle or similar ERP system
• Good Working knowledge of MS Office and Excel in particular

External End Date        17-Mar-2025

Technology Cost Analyst

Brief Description        

Job Purpose Statement: Reporting directly to the Senior Manager, Technology Platforms & Infrastructure. This position supports and reports on budgets and costs across the Technology Department.  The role analyses, reconciles, monitors and controls the Technology Department budget, processes communication costs within the company, including phone lines, internet, mobile plans and Tye B, and distributes to the various cost Centre within the prescribed timelines, ensuring that the payments to vendors are settled promptly and without delay. Also develops cost saving initiatives within the company on technology costs.

Detailed Description        

• Assist in budget formulation, review, and justification in accordance with the Kenya Airways budgetary principles and practices. Forecast, prepare and justify Technology Department OPEX and CAPEX budget.
• Gathering data on communication usage across different departments, analyzing call logs, data usage reports, and invoices to identify trends and cost drivers. 
• Ensuring that the communication costs of the company are kept at reasonable levels by ensuring that cost saving initiatives are implemented in the company.
• Developing and maintaining communication budgets, forecasting future communication costs based on usage patterns, and identifying potential cost overruns. Preparing the variance analysis for all the Technology Department cost centres for discussion by the management monthly.
• Analyse and charge Airline Communication bills to the various cost centres ensuring that the company pays only for services consumed.
• Ensuring that the monthly OPEX costs are accurately and timely posted and giving a variance analysis to help monitor compliance with the budgetary proposals.
• Ensuring that all communication service providers are paid for the services provided within the credit period.
• Ensuring that service level agreements are adhered to, and any violations are penalised by obtaining credit notes from the vendors.
• Monitor cost centre budgets and ensuring accuracy of figures posted to various Technology Department cost centres and producing the variance reports for decision making by the management.
• Engaging the service providers of communications services on strategies that can assist the company to save on its communication costs.
• Issue and support company lines, phones, and internet modems and maintain Accurate inventor for the same.
• Ensuring that the communication costs of the company are kept at reasonable levels by ensuring that cost saving initiatives are implemented in the company.
• Developing and maintaining communication budgets, forecasting future communication costs based on usage patterns, and identifying potential cost overruns. Preparing the variance analysis for all the Technology Department cost centres for discussion by the management monthly.
• Ensuring that the communication costs of the company are kept at reasonable levels by ensuring that cost saving initiatives are implemented in the company.
• Developing and maintaining communication budgets, forecasting future communication costs based on usage patterns, and identifying potential cost overruns. Preparing the variance analysis for all the Technology Department cost centres for discussion by the management monthly.
• Analyse and charge Airline Communication bills to the various cost centres ensuring that the company pays only for services consumed.
• Ensuring that the monthly OPEX costs are accurately and timely posted and giving a variance analysis to help monitor compliance with the budgetary proposals.
• Ensuring that all communication service providers are paid for the services provided within the credit period.
• Ensuring that service level agreements are adhered to, and any violations are penalised by obtaining credit notes from the vendors.
• Monitor cost centre budgets and ensuring accuracy of figures posted to various Technology Department cost centres and producing the variance reports for decision making by the management.
• Engaging the service providers of communications services on strategies that can assist the company to save on its communication costs.
• Issue and support company lines, phones, and internet modems and maintain Accurate inventor for the same.

Job Requirements        

• Bachelor’s degree in information technology or related field.
• Working knowledge of various communications technologies.
• Professional qualification on networking and communications
• Minimum1 years’ experience in a Technology environment.

Customer Experience Quality Assurance Manager

Brief Description        

Job Purpose Statement: Reporting to the Head of Customer Experience and Loyalty, the ideal candidate will be accountable for the implementation of the Quality Assurance programme throughout the ground service customer touchpoints and to ensure delivery of customer experience as per set standards through monitoring, auditing and evaluating work processes to ensure conformance, compliance, cost-effectiveness and industry best practice.

Detailed Description        

• Design and implement feedback collection mechanisms for all ground and digital service/products including third party ground service providers
• Analyze customer feedback collected and generate period management report along with actionable items
• Plan, execute and manage schedule service/product quality audit son all ground and digital service/products including third party service providers  
• Conduct benchmarking of services/products of competitors against Kenya Airways services/products and provide improvements on products and services
• Continuously review standards, processes, and procedures to identify hinderances leading to poor service delivery and recommend improvements  
• Prepare periodic customer service/experience audit reports along with corrective action plans
• Establish Key Performance Indicators (KPIs) for all ground and digital service/products
• Prepare periodic customer experience KPI performance reports on all ground and digital service/products and present during regular customer experience governance council sessions.
• Identify ground product and service quality gaps and provide guidance on how to address them in a timely manner to ensure efficiency and alignment with best practices.
• Use quality monitoring data management systems in place to compile and track performance.
• Solicit and organize mystery shoppers to conduct audits/inspection son KQ’s services and compile findings for improvements
• Plan, coordinate and implement KQ’s customer service culture transformation programs
• Facilitate forums among service delivery departments and others that have a direct impact on customer experience to identify gaps and implement corrective measures. 
• Monitor industry best practices in the area of airline ground and digital service delivery and product standards and recommend adoption within Standards
• Continuously monitor regulatory changes within the mandated area and coordinate with relevant stakeholders (internal and external) and coordinate implementation for compliance.  
• Review and compile documentation before and after internal audits and oversee implementation of corrective action plans.
• Participate in the review of Customer Experience policies and procedures as well as improvements in the service level standards

Job Requirements        

• Bachelor’s degree in business-related field or its equivalent from a recognized institution.
• Diploma in IATA Travel and Tourism.
• Minimum of 5 years’ experience in the airline industry with airport and sales and ticketing experience.
• Certification in Design and Quality management systems and experience in operational excellence.
• Excellent demonstrable knowledge of the Customer experience journey.
• Team leadership skills with the ability to influence positively and engage direct and indirect reports and peers.
• Excellent communication, problem solving and interpersonal skills as well as excellent report writing skills.
• Must be a person of unquestionable integrity.

External End Date        14-Mar-2025

Method of Application

Use the link(s) below to apply on company website.

• Customer Relations Executive
• Manager Technology Service Delivery
• KQ Academy Manager (One Year Contract)
• Total Reward Advisor
• Record Officer – Training School
• Technology Cost Analyst
• Customer Experience Quality Assurance Manager