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Athena Consulting is an international business advisory and human capital consulting company based in Nairobi.
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Duties & Responsibilities
- Provide onsite technical support and troubleshooting for hardware, software, and network issues.
- Install, configure, and maintain computer systems, peripherals, and software applications.
- Diagnose and resolve technical problems in a timely manner, escalating complex issues to senior technicians or IT management as needed.
- Conduct routine maintenance and updates of systems and equipment.
- Assist users with setup and installation of new hardware and software.
- Train end-users on basic IT functions and best practices.
- Document technical issues, resolutions, and support processes for knowledge base maintenance.
- Ensure compliance with company policies and security standards during onsite visits.
- Collaborate with remote support teams and vendors to resolve issues and implement solutions.
- Excellent communication skills, fluent in English.
- Excellent troubleshooting skills
- Proficient with G-suite applications.
- Excellent organization skills
- Detail-oriented
- Customer service-oriented
- Strong critical thinking and analytical skills
- Accountability
- Initiative
- Collaboration and teamwork
- Verbal and written communication
- Resourcefulness
- 3yrs+ prior experience in handling the same function
- Tech-savvy or quick to learn about technology
- Proficiency with Google Workspace and Mac OS
- Willingness to work full time on-site
- Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week
Educational and Certification Requirements
Graduate of a 4-year university course, preferably a technology-related course. Direct Reports and Span of Control Individual Contributor
Equal Opportunity Employer: At Athena, we are deeply committed to fostering an inclusive and diverse workplace environment. We believe that diversity enriches our organization, enhances creativity, and drives innovation. We are dedicated to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. We actively promote diversity and inclusion through our hiring practices, employee development initiatives, and company culture, recognizing that it is essential for our success as a company and as a community.
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Duties & Responsibilities:
- Respond to inquiries from employees via Zendesk, providing clear and concise explanations and solutions.
- Triage tickets, ensuring inquiries and concerns are directed to the correct subject-matter expert (POC), and that actions are committed by the SME (POC).
- Keep ticket submitters informed about the status of their tickets, providing regular updates and maintaining effective communication throughout the support process.
- Ensure timely resolution of issues according to service level agreements (SLAs).
- Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference.
- Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departments.
Skills & Competencies:
- Analytics and Problem-Solving Abilities: Can diagnose root causes, follow logical steps, consult documentation, and test solutions to efficiently resolve complex issues.
- Excellent Customer Service Skills: Ensures employees' needs are met and issues are resolved promptly and courteously.
- Great Verbal and Written Communication: Proficient in conveying information clearly, ensuring clarity and understanding for ticket submitters.
- Attention to Detail: Able to notice and address even the smallest aspects of an employee’s concern, ensuring thoroughness in responses.
- Initiative: Proactive in assisting employees and solving problems without needing explicit guidance.
- Resourcefulness: Capable of finding creative and practical solutions using available resources.
- Assertiveness: Confident in dealing with employee inquiries and reaching out to SMEs/POCs to ensure issues are addressed promptly.
- Teamwork and Collaborative Spirit: Works well with colleagues, sharing knowledge and resources to provide comprehensive support.
- Time Management: Prioritizes tasks effectively to ensure timely responses and issue resolutions.
Relevant Experience Required:
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High-level Responsibilities
- Training Needs Analysis: Work with other Learning Experience work streams (Research & Development, Curriculum, Training, and Nesting & Matching) and relevant stakeholders in identifying performance gaps and designing appropriate learning interventions.
- Training Facilitation: Facilitate impactful learning sessions using adult learning methodologies to unleash the full potential of EAs and non-EAs (support staff).
Specific Responsibilities
You will support the Learning Experience Coach in optimizing and operationalizing the services offered by Lifelong Learning:
- Onboarding: Provide a meaningful 5-star onboarding experience to non-EAs by owning, leading, and overseeing the Global Athena Onboarding process. Coordinate with the different team members involved in the preparation and implementation of the learning events and activities that make up the Global Athena Onboarding agenda.
- Professional and Personal Module/Course Development: Work closely with the dedicated Instructional Designer/s of the LX Curriculum team and other relevant stakeholders in the design and creation, as well as take the lead in the facilitation and delivery, of:
- Professional Development learning modules and certification programs that target skills, knowledge, abilities needed by EAs and non-EAs (support staff) in order to ensure, among others:
- effective planning and organization of work
- strong interpersonal communication
- effective collaboration
- delivering consistent results
- Personal Development modules that encourage individual growth and self-awareness as well as mental, emotional, and social well-being.
- Career Advancement: Work and collaborate with the dedicated Instructional Designer/s of the LX Curriculum team and other relevant stakeholders in the design and creation, as well as take the lead in the facilitation and delivery, of learning programs for high-performing EAs and non-EAs (support staff) who are moving up to a new position or taking on a new role within the organization.
- Events: Work with the Lifelong Learning team and other stakeholders in the preparation, selection of internal and external speakers, promotion, staging, uploading of audio-visual presentations to official social media channels, and evaluation of extra-curricular learning events or activities foremost of which is the Athena Masterclass.
You will support the Learning Experience Coach in continuous improvement initiatives and perform your duties and responsibilities in a manner that ensures consistent operational excellence in Lifelong Learning:
- Continuous Improvement: Consistently evaluate if we are supporting EAs and non-EAs (support staff) to ensure continued success.
- Tenured EA and non-EA Feedback: Collate and communicate performance/skill gaps to the Recruitment, Operations, Client Experience, and LX teams to help optimize our recruitment, training, and coaching processes.
- Track: Monitor readiness, intervening when there are performance/quality issues.
- Operational Excellence: Consistently evaluate if we are modeling and demonstrating professional behavior in the conduct of our work.
- Creativity
- Demonstrate resourcefulness and inventiveness in implementing learning events and activities.
- Coordinate with Marketing in creating internal promotional material for Lifelong Learning programs and events
- Data Sourcing and Research
- Utilize all available sources of data whether it be thru fact-finding meetings, regular status reports from Operations or CX, or the different Athena Google Spaces in gathering information that can be utilized for the design and development of Lifelong Learning modules and programs.
- Humility
- Listen and take suggestions from everyone, regardless of position or title. We are a team that encourages people to approach one another directly and to espouse a feedback-driven mentality.
Organization
- Plan and kick start Lifelong Learning-led meetings with a clear-cut agenda and stick to it.
- Follow the naming convention of all files uploaded to the LX shared drive.
- Create Lifelong Learning templates and forms where and when necessary.
- Continuously update the LX Analyst job description to ensure relevance.
Ownership
- Prepare learning feedback forms and summary reports for all Lifelong Learning events and activities.
- Review Lifelong Learning courses and content to check for relevance.
- Prepare Lifelong Learning reports.
Personal Presentation and Branding
- Demonstrate an executive presence through appearance and communication style (verbal and non-verbal) consistently.
Punctuality
- Join scheduled syncs, 1:1s, huddles, and meetings at least two minutes ahead of time.
- Respond to emails directly addressed to you within 24 hours.
- A police clearance is required for successful candidates and should be readily available once identified for the role.
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Duties & Responsibilities
Forecasting:
- Develop and maintain accurate forecasts of workload and staffing requirements.
- Analyze historical data, business trends, and other relevant factors to predict future service demands.
- Facilitate monthly reviews of Actual vs Forecast with ODs and VPs
Scheduling:
- Utilize forecasting and capacity planning to schedule staff effectively, ensuring optimal workforce utilization and meeting business requirements.
Capacity Planning:
- Assess current headcount capacity and project future staffing needs based on forecasted demand.
- Identify staffing gaps and make recommendations for hiring or reallocating resources.
- Manage the staffing assignment process from client selection through to assignment confirmation, ensuring transparency and adherence to operational criteria.
- Collaborate with finance to maintain an accurate position ID database, integrating it into the overall workforce management system.
- Develop and maintain a comprehensive BCP to ensure operational continuity in the face of disruptions. Regularly review and update the BCP in line with evolving risks and operational needs.
Reporting and Analytics:
- Analyze service delivery metrics to identify trends, inefficiencies, and areas for improvement.
- Provide regular reports and insights to senior management on operational performance and capacity planning.
- Generate and analyze reports on workforce metrics, including planned vs. forecast outputs, attrition, and hiring, to identify discrepancies and areas for improvement.
Collaboration:
- Work closely with Ops Directors to ensure alignment on capacity and staffing strategies.
- Partner with Sales and Recruitment teams to communicate hiring needs and timelines.
Continuous Improvement:
- Develop and implement processes and tools to improve forecasting accuracy and capacity planning.
- Stay updated on industry best practices and incorporate them into Athena's operations.
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Duties & Responsibilities
- Leadership and Oversight: Provide leadership and direction to the Client Partnership Managers, ensuring alignment with Athena's strategic objectives and service standards.
- Quality Assurance and Compliance: Work with the Partnership Quality Director to oversee all aspects of quality and compliance within the operations department, ensuring all client interactions meet Athena's high standards.
- Strategic Planning and Execution: Develop and implement strategic plans to enhance operational efficiency and service delivery. Monitor and evaluate the effectiveness of these strategies, making adjustments as necessary.
- Client Relationship Management: Oversee the management of client relationships, ensuring high levels of satisfaction and retention. Act as a senior point of escalation for complex client issues. Actively assess partnership health and proactively address issues before they become an escalation or lead to churn.
- Performance Management: Monitor, analyze and drive performance metrics for the operations department. Provide guidance and support to ensure all team members meet or exceed performance expectations.
- Key Stakeholders
- Chief Operating Officer
- VP, Operations
- Director, Partnership Quality
- Client Partnership Managers
- Operations and Support Departments
Skills and Competencies
- Strategic Leadership: Demonstrated ability in leading operations and achieving organizational goals, with a strong focus on quality and client satisfaction.
- Senior-Level Communication and Coaching: Advanced interpersonal and communication skills, capable of mentoring senior staff and fostering a high-performance team.
- Expertise in Client Relationship and Escalation Management: Proven ability to nurture client relationships, drive collaboration and accountability. Manage and resolve complex client issues, ensuring client retention and satisfaction.
- Analytical and Decision-Making Skills: Strong analytical abilities to evaluate data and performance metrics, driving informed strategic decisions.
- Intentional Leadership: Prioritizes the well-being and development of their team members. Taking responsibility for the actions and performance of their team and being accountable for the role their team members play in the organization.
Relevant Experience Required
- Minimum of 7-10 years in a senior management role within a service-oriented industry, with substantial experience in managing teams, quality assurance, and client relations.
- Proven track record in strategic planning, team leadership, and performance management.
- Extensive experience in process optimization and implementing operational improvements.
- Educational and Certification Requirements Bachelor’s degree in Business Administration, or a related field; Master’s degree or MBA highly preferred.
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Duties & Responsibilities
- Community Leadership: Serve as the primary point of contact for community inquiries, feedback, and requests for support to ensure a positive and inclusive environment.
- Develop and maintain comprehensive community guidelines and moderation rules to uphold standards.
- Lead the planning, organization, and execution of in-person community events and activities.
- Community Analytics: Monitor community health and engagement metrics, such as member activity, sentiment, and retention.
- Analyze data and trends to identify opportunities for improvement and inform community strategy to drive continued enhacement.
- Provide regular reports and insights to the leadership team to support strategic decision-making..
- Team Management: Supervise and support a team of Specialists and Analysts, providing guidance, mentorship, and performance feedback to foster their professional growth.
- Strategic Alignment: Collaborate with the Director and Vice President to align peer learning initiatives with overall business objectives and broader company goals.
Key Stakeholders
- Community Learning & Knowledge Management Team
- Operations Team
- Marketing Team
- Executive Partners
Skills and Competencies
- Communication Skills: Excellent communication, presentation, and interpersonal skills, for building rapport, credibility, and deeply understanding of employee needs.
- Analytical Skills: Proficiency in analyzinge data, identifying trends, and translating insights into actionable strategies to improve community engagement.
- Community Support: Provide excellent service to address employee questions and needs,ensuring timely response.
- People Management: Manage and mentor a team of analysts and specialists, driving performance and professional growth
- Problem-Solving: Adept at quickly and effectively addressing and resolve moderation issues
Relevant Experience Required
- 5+ years of experience in communications, community management or a related field.
- Experience working with a global team and in a hybrid environment.
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Duties & Responsibilities
- Ensure that the company is compliant in Government Statutory and benefits administration.
- Audit and Validate Statutory benefits process and reimbursement from SSS.
- 100% reimbursement of benefits advance to employees.
- Oversee government statutory helpdesk inquiries & address escalated tickets.
- Proactively analyze and improve local processes with suggestions of optimization and harmonization, participation in tools and processes development.
- Develop Policies and procedures.
- Partner with stakeholders on managing employee information for compliance management and audit agencies.
- Be a subject matter expert on Government statutory benefits.
- Proactively assists the team in various programs, research and/or special projects and procedures.
- Prepares and maintains internal and external reports as needed.
- Conducts periodic audits on process, policies and procedures to promote compliance and best practices.
- Assist in the monitoring of training goals and records for the line of business to ensure attendance at required courses.
Competencies
- Strategic Thinking - Ability to align benefits administration strategies with organizational goals and industry best practices.
- Compliance Knowledge - Stay updated on employment laws, regulations, and compliance requirements related to government benefits.
- Change Management - Adapt to evolving business needs, industry trends, and internal changes in within the organization
- Project Management - Plan, execute, and evaluate benefits administration projects such as government mandated benefits and company initiated benefits.
- Risk Management - Identify potential risks in benefits administration to mitigate issues proactively.
Competencies
- Strategic Thinking - Ability to align benefits administration strategies with organizational goals and industry best practices.
- Compliance Knowledge - Stay updated on employment laws, regulations, and compliance requirements related to government benefits.
- Change Management - Adapt to evolving business needs, industry trends, and internal changes in within the organization
- Project Management - Plan, execute, and evaluate benefits administration projects such as government mandated benefits and company initiated benefits.
- Risk Management - Identify potential risks in benefits administration to mitigate issues proactively.
- Analyst, Benefits Administration
Relevant Experience Required
- Have at least 3 years combined experience in the following areas of expertise:
- Knowledge about government statutory benefits
- Leading and implementing Benefits Admin Transformation Project.
- You’re organized and can balance multiple projects without missing deadlines.
- With business writing, presentation, and communication skills
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Duties & Responsibilities
- Fixed assets
- Report depreciation value of equipment
- Reconcile tally of stocks and units bought from vendors
- End-to-end Laptop Logistics
- Ensure that laptops are deployed to users from suppliers and users on time
- Take care of laptop logistics (return and pick up of laptops via delivery services and couriers)
- Send and file equipment loan agreements and other laptop-related documents
- Escalate laptop issues and challenges
- Facilitate communication and coordination between laptop users and accredited service centers to ensure that laptop repairs are carried out effectively and efficiently
- Admin
- Keep relevant reports and trackers updated
- Support and enable employees, manage resources, and engage with the broader community
- Ensure that employees have the necessary tools, resources, and support throughout their employment journey
- Key Stakeholders
- Both internal and external stakeholders Skills
- Excellent communication skills, fluent in English.
- Proficient with G-suite applications.
- Excellent organization skills
- Detail-oriented
- Behavioral Competencies
- Customer service-oriented
- Strong critical thinking and analytical skills
- Accountability
- Initiative
- Collaboration and teamwork
- Verbal and written communication
- Resourcefulness
Relevant Experience Required
- 2yrs+ prior experience in handling the same function (logistics, assets and inventory management, project management)
- Tech-savvy or quick to learn about technology
- Proficiency with Google Workspace and Mac OS
- Willing to be in a hybrid work environment, encompassing both remote and in-office work environments
- Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week
- Educational and Certification Requirements Graduate of a 4-year university course, preferably a business-related course in administration, logistics, procurement, or Supply chain.
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Key Responsibilities:
- Develop and manage a coaching program to prepare executive assistants to work with top-level executives and owners of companies.
- Lead a team of coaches to deliver exceptional results and help them achieve peak performance.
- Collaborate with the Chief Learning Officer and Director/VP of Learning Experience to develop learning strategies and implement training programs that will enhance the learning experience of our executive assistants.
- Continuously increase the throughput of the coaching team while maintaining high-quality coaching standards.
- Ensure 100% retention of executive assistant clients in the first 100 days of the client relationship.
- Maintain a deep understanding of the life of an executive assistant and stay up-to-date on trends and best practices in the industry.
Requirements:
- Deep knowledge of life as an executive assistant.
- Excellent leadership skills and the ability to lead a team to consistently achieve peak performance.
- Exceptional communication, coaching, and mentoring skills.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Strong project management skills with the ability to prioritize tasks and meet deadlines.
- Ambitious, creative, and resilient with the ability to adapt to change and work in a fast-paced environment.
- A police clearance is required for successful candidates and should be readily available once identified for the role
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Specific Responsibilities
- Collaboration with Hiring Managers
- Understand the hiring requirements of a specific role through open communication with the hiring manager
- Ensure that all needed information is gathered using the job description template including but not limited to:
Position Summary
Specific Duties and Responsibilities
- Post the open position in the Athena Applicant Tracking System tool
- Utilize all sourcing channels in searching for a good pool of candidates including online job portals, social media platforms and LinkedIn, referral program, own network
- Coordinate with Recruitment Marketing Specialist for any marketing material needed for sourcing initiatives
- Processing
- Process the pool of candidates in the bucket for a specific position
- Administer exams and project tests and/or endorse the applicant to the Test Administrator as applicable
- Conduct final interviews
- Prepare a corporate profile of each qualified candidate
- Endorsement
- Endorse to the hiring manager the qualified candidates for the position
- Coordinate the availability of the hiring manager to conduct the interviews
- Coordinate with the candidate on the interview schedules
- Send meeting invites for the scheduled interviews
- Ensure attendance of the hiring manager and the candidate for the scheduled interview
- Feedback Giving
- Get the results of the interview and hiring decision of the hiring manager
- Share the hiring results to the candidate via email
- Onboarding
- Conduct job offer to the chosen candidate
- Endorse to 3rd party partner for Background Investigation
- Endorse for onboarding
- Management of the ATS
- Reporting
- Regularly submit reports on the status of XP vacancies
- Continuous Improvement
- Anticipate hiring needs of various Athena departments
- Build the reputation of Athena that passive applicants send their CVs even without any actual open positions
- Build a database of applicants for Athena corporate positions
- Build a database of job descriptions and hiring plans for all existing positions
- Develop testing tools on basic skills for administrative functions, supervisory positions, and leadership competency
- Develop unstructured questions for the 1st part of the interview (building rapport and validation of Athena culture) and incorporate the structured/behavioral questions for the 2nd part of the interview which will be used by the final interviewers
- Stay up to date on current trends, best practices and new opportunities on headhunting and executive searches
- Your Metrics
- Results
- Sense of Urgency = demonstrates a sense of urgency and drives closure of tasks
- Project Management = creates and manages project plans to achieve business goals
- Timeliness = prompt submission of reports and reply to emails
- Quality/Attrition = 90 day retention of new hire
- Time to Hire = 30 days for non-working candidates, 60 days for working candidates
- Cost per Hire = within budget of the approved CPH
- External and Internal Customers
- Candidate Feedback = applicant satisfaction during the course of the specific stage of the recruitment process
- Hiring Manager = internal customer satisfaction in the hiring process of a specific position
- Values
- Teamwork - we are one team and shares one vision that gains strength from our professional diversity
- Integrity - we uphold strong moral uprightness
- Respect - we treat our applicants and our clients with mutual respect, sensitivity and embrace individual diversity
- Passionate - we are passionate about recruitment showing enthusiasm, drive and energy while understanding of the needs of our applicants and our clients
- Accountability - we take ownership in seizing opportunities and honor our commitments, we use experience and good judgment to support the company
- Excellence - we deliver what we promised while working to the highest quality standard
- Communication - we ensure clear communication, we encourage open exchange of ideas and opinions
- Continuous Improvement - we proactively seek to improve ourselves and our service quality to exceed client expectations with forward-looking ideas
About You
Solid Experience
- At least 5 years of work experience in end-to-end corporate recruitment experience
- In-depth understanding of recruitment processes and candidate selection processes including boolean passive searches and utilizing job portal
- Excellent communication and interpersonal skills
- Inherently motivated and professionally persistent
- Listening skills and time management
- Excellent project management and multi-tasking skills
- Creative thinker and proactive problem solver
- A police clearance is required for successful candidates and should be readily available once identified for the role
Method of Application
Use the link(s) below to apply on company website.
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