968 Service Manager jobs in Kenya

Company Description

Givva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and provide a mobile-app platform to help communities and their members make sound financial decisions.

Role Description

This is a full-time on-site role for a Customer Manager located in Nairobi County, Kenya. The Customer Manager will be responsible for ensuring customer satisfaction, managing customer accounts, and delivering excellent customer service. The role will require regular communication with clients, analytics to understand customer needs, and strategies to enhance client relationships.

Qualifications

• Customer Satisfaction and Customer Service skills
• Analytical Skills
• Communication skills
• Account Management skills
• Ability to work independently and manage multiple tasks effectively
• Bachelor's degree in Business, Marketing, or related field
• Experience in the finance or technology industry is a plus

Service Manager
Location:
Coventry/Birmingham/Manchester – Filed Based Role

Salary:
£30, £2, Company Van

Contract Type:
Full Time Permanent

Hours:
40 per week, filed based

Start date:
We're ready when you are

Who We Are
We're a
commercial cleaning and support services company
, proudly B Corp certified, ethical by design, and focused on building meaningful partnerships—not just ticking boxes.

We get a buzz from doing work we're proud of—and we work best with clients who care about quality, fairness, and long-term value. Our team is our greatest asset, and we invest accordingly—because when they thrive, so do our customers.

We're pioneers at heart. Always improving, always evolving. And right now, we're building a high-performing, purpose-led operational team to help us scale toward
£30m r enue
—without compromising who we are.

We believe in the importance of treating each member of our team as an individual and we respect the diversity of our workforce. By working together, our team members cultivate a sense of accountability. We value the differences and individuality of our team members and believe that the differences in thoughts, culture, ethnicity and experience make our company stronger and a better place to work.

Who We're Looking For
You know that great teams aren't built overnight. They're built on trust, clear communication, and a shared commitment to doing things right. As an Multi Site Account Manager, you bring people together, create momentum, and set the tone for success across every site you touch.

Managing people is at the core of what you do—because you know that when your teams feel supported and engaged, great results follow. You're confident with clients, calm under pressure, and driven by a genuine desire to make things better, day in and day out.

What You'll Be Doing
Lead and inspire:
Motivate and develop a high-performing team to deliver outstanding cleaning across our customer sites.

Manage effectively:
Oversee employee relations including recruitment ensuring a positive and cohesive working environment.

Overseeing
service delivery
across multiple customer sites, ensuring compliance with
Service Level Agreements (SLAs).
Monitoring budgets
and ensuring efficient cost management, including the processing of payroll

Building strong relationships with
customers and employees
to drive service excellence.

Champion best practice and problem solve:
Maintain and update cleaning plans and act quickly and effectively in a fast-moving environment.

What We're Looking For
Proven multi-site management experience in cleaning, facilities, or support services

A natural leader who puts people first, with a track record of building high-performing teams

Strong commercial acumen – understands budgets, KPIs, and contract delivery

Excellent communication and client-facing skills – confident, professional, and proactive

Ability to thrive in a fast-paced, hands-on role with a flexible, problem-solving mindset

Someone who is able to work flexibly as this is not a standard 9-5 role

Why join NuServe?
This isn't just a job—it's a
chance to shape a business as it scales
We
dare to differ
—and you'll have freedom to work in the way that works best for you

You'll be surrounded by people who
care, push, and deliver
And if you're good,
you'll grow fast
—with real autonomy and influence

Ben jij een gedreven professional met passie voor klantgericht werken en procesoptimalisatie? Quanza zoekt een Service Manager die de hoogste kwaliteit van onze dienstverlening waarborgt, de klanttevredenheid vergroot en continu streeft naar procesverbetering.

Handles customer complaints, employee conflicts and daily operational problems in an even-tempered, fair and consistent manner.

Demonstrates reliability in all actions with customers and employees.

Learns and understands the performance business data and applies it fairly to daily operations and decisions in order to increase productivity.

Effectively manages employee productivity, store expenses and inventory.

Reaches established monthly goals.

Follows daily opening and closing procedures accurately.

Learns and maintains current product knowledge on all tires, service and other product lines that are represented as well as those of competitors.

Maintains accurate inventories for tires, parts and other product lines.

Understands, follows, applies and communicates all current and newly-written policies to subordinates.

Reports to other locations to fill-in for the manager, if required.

Responds accurately and on time to all administrative and paperwork duties and deadlines including training, time records, invoices, evaluations, deposits, etc.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 7 years of experience in customer service, with at least 3 years in a management or supervisory role.
• Demonstrated success in improving customer satisfaction metrics and team performance.
• Proven ability to lead, train, and motivate a customer service team.
• Strong understanding of customer service software and CRM systems.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to manage service level agreements (SLAs) and ensure timely issue resolution.
• Strong organizational skills and attention to detail.

• Manage the end-to-end delivery of IT services, ensuring they meet defined SLAs and business objectives.
• Implement and mature IT Service Management (ITSM) processes based on ITIL best practices.
• Oversee incident, problem, and change management processes.
• Develop and maintain service catalogs and operational level agreements (OLAs).
• Monitor service performance, identify trends, and implement improvement strategies.
• Manage relationships with third-party IT service providers and vendors.
• Conduct regular service reviews with stakeholders, providing performance reports and insights.
• Ensure compliance with security policies and regulatory requirements.
• Lead and mentor IT support and operations teams.
• Facilitate effective communication and collaboration between remote and on-site teams.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years of experience in IT service delivery, operations, or management.
• Proven experience implementing and managing ITIL-based processes.
• Strong understanding of ITSM tools and technologies.
• Excellent knowledge of IT infrastructure, cloud services, and application support.
• Demonstrated ability to manage SLAs, vendor relationships, and continuous improvement initiatives.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication, leadership, and stakeholder management skills.
• Ability to balance remote work with occasional on-site collaboration.
• ITIL Foundation certification is required; higher-level certifications are a plus.

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Diaspora Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

To ensure excellent service standards and maintain high customer satisfaction in the Diaspora Banking segment, through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty. To provide support to diaspora relationship managers and GM Diaspora.

Deadline:

Category: Diaspora Banking

Subsidiary: HFC

Principle Accountabilities

Customer Experience

• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
• Manage the diaspora customer email -
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals

Financial Performance

• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries

Operational Effectiveness and Support

• Assist in management of NPL for diaspora segment in collaboration with RMS.
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a 'Good' audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.

People, Learning and Growth

• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.
• Championing team training on matters related to homeward proposition.

Key Competencies and Skills

Technical Competencies

• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement (internal & external)
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Behavioural Competencies

• Communication and
• Interpersonal Skills:
• Emotional
• Intelligence
• Results and Achievement Oriented:
• Personal Ethics
• Negotiation Skills
• Networking Skills
• Sales Capability

Academic
Minimum Qualifications, Knowledge and Experience

• Bachelor's degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional

• 3-4 years' working experience in a Customer Management role.
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
• Appreciation of Diaspora Banking as a proposition.
• Interaction/Understanding of CRM tools.