Job Title: Senior After Sales Process Officer – Watu Simu
Organisation: WATU Credit
Duty Station: Kampala, Uganda
About Organisation:
WATU Credit Limited is a focus driven, customer-centric company that believes everyone deserves the opportunity to be an entrepreneur and achieve their ambitious goals in life. As Africa’s fastest-growing Asset Finance Company, we see the continent’s bright and prosperous future and want to be part of making it a reality.
Job Summary: You lead and oversee all SIMU after-sales and service operations across branches, dealerships, and third-party providers. Your role ensures efficient, secure, and SLA-compliant resolution of device-related issues, you manage relationships with Samsung’s authorized service network, enforce process compliance, and lead audits. Additionally, you oversee product quality assurance and collaborate with product and tech teams to address systemic issues before they affect sales or customer experience.
Key Duties and Responsibilities:
Aftersales Leadership & Case Oversight:
- Supervise and support After Sales Support Officers in handling all case types (thefts, recoveries, returns, replacements, repairs).
- Ensure high SLA compliance and documentation quality across all logged cases.
- Act as final escalation point for complex or sensitive cases, coordinating with the Group Back Office as needed.
Service Centre & Samsung Relationship Management:
- Manage day-to-day coordination with Samsung’s local and regional service/ warranty teams.
- Monitor service centre turnaround times and enforce SLA compliance through proactive follow-ups and reporting.
- Review and approve exceptional return, theft, recovery and repair cases; lead resolution of disputes.
Compliance & SOP Enforcement:
- Conduct routine audits across branches and dealership collection points to ensure SOP adherence.
- Drive root cause analysis and retraining following major compliance or documentation errors.
- Own and refine SOPs to improve efficiency, accuracy, and policy alignment.
Product Quality Assurance & Asset Protection:
- Work with group product team to run QA and UAT on new device models and software updates.
- Identify quality trends and recurring defects from field data; escalate to group product team and OEM.
- Monitor and report on asset security trends related to stolen devices, device tampering/flashing, together with other portfolio quality metrics.
Process Improvement & Innovation
- Continuously monitor operational workflows, identify inefficiencies, and lead implementation of process improvements with a focus on automation, SLA visibility, and case tracking.
- Design, automate, and maintain internal workflows using Google Apps Script to streamline operational processes and reduce manual intervention.
- Develop and manage dynamic Google Forms and integrated Google Sheets dashboards to capture, structure, and analyse operational data.
- Collaborate with cross-functional teams to scope analytical needs, create custom reports, and support decision-making with clear, visual data outputs.
Team Enablement:
- Build organisational capacity for decentralised aftersales support by equipping branch, dealership, and junior support staff with the tools, training, and autonomy to resolve issues independently.
- Coach and mentor After Sales Support Officers, ensuring continuous upskilling aligned with emerging industry advances.
Financial & Budget Control
- Prepare and manage quarterly aftersales budgets in line with Watu’s financial guidelines. Budget lines include OW Repairs, Refunds from Returns, Courier Fees, and Third Party Rewards etc.
- Track actual spend against budget and report variances ensuring cost efficiency and proper resource allocation
- Prepare ROI & CBA associated with assigned budget lines
Reporting & Analytics:
- Prepare biweekly and monthly consolidated reports covering all after sales processes
- Use data to advise senior management on operational & process priorities and risk mitigation strategies.
Qualifications, Skills and Experience:
- Bachelor’s degree in Operations, Business Administration, Information Systems, or similar
- Minimum 3–5 years’ experience in aftersales, technical support, or service centre operations
- Strong leadership and people management experience
- Experience in process analysis and improvement, with a track record of identifying inefficiencies and implementing scalable solutions.
- Proven experience with Google Apps Script, including scripting automation across Google Sheets, Forms, Docs, and Gmail/Gchat.
- Strong proficiency in Advanced Google Sheets and Forms configuration and logic.
- Proven relationship management with OEMs, service centres, or tech support vendors
- Deep understanding of SLA enforcement, and service workflows
- Excellent communication, documentation, and training skills
Nice-to-Haves:
- Experience with Samsung SVC, Knox Guard, or other MDM platforms
- Background in mobile device QA/UAT testing or product operations
- Familiarity with ticketing/case management tools and data analytics
- Process design or continuous improvement certifications
How to Apply:
All suitably qualified and interested candidates should send a copy of their updated CV to the link below.
Deadline: 28th October 2025
Note: Only shortlisted candidates will be contacted. Any efforts to influence the recruitment process will lead to automatic disqualification & blacklisting.
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 36