User Manager/Access Management Specialist

Teleperformance Kenya

The User Manager is responsible for the end-to-end administration, maintenance, and governance of user accounts across the client’s airlines. The role is the central point of contact for all user access activities, ensuring timely account creation, modification, and deactivation while maintaining compliance with security and data protection requirements.

In addition, the User Manager acts as the operational interface for incidents related to client’s internal applications and tools, coordinating communication with the responsible departments outside the Teleperformance organization and driving issue resolution.

Key Responsibilities

• User & Access Management

• Manage the complete user lifecycle, including account creation, modification, maintenance, and deactivation.

• Process access requests for all supported client’s airlines.

• Ensure correct assignment of roles, permissions, and system access levels.

• Maintain accurate and up-to-date user records across all supported applications.

• Manage onboarding and offboarding activities related to system access.

• Ensure all account-related activities comply with client’s security, compliance, and audit requirements.

• Maintain proper documentation of all user access changes.

• Account Governance & Reporting

• Maintain the master account database and user inventory.

• Prepare and submit the complete monthly account and user report to client’s stakeholders.

• Conduct regular account reviews and data quality checks.

• Support internal and external audits by providing accurate access documentation.

• Monitor account compliance and identify discrepancies or outdated access rights.

• Incident Management & Tool Coordination

• Act as the primary contact for outages and issues affecting client’s internal tools and applications.

• Log, document, and track incidents impacting operational teams.

• Coordinate directly with client’s support teams, application owners, and other responsible departments outside the Teleperformance organization.

• Escalate critical incidents when required and ensure timely follow-up.

• Communicate status updates, workarounds, and resolution progress to stakeholders.

• Monitor incident resolution until service restoration is confirmed.

• Stakeholder Management

• Serve as the key interface between Teleperformance operations and client’s stakeholders.

• Collaborate with IT, Security, Compliance, Operations, and Management teams.

• Support continuous process improvement initiatives related to access management.

• Provide guidance to operational teams regarding access procedures and system-related requirements.

• Key Accountabilities

The User Manager is accountable for:

• Timely processing of all account requests.

• Accurate creation, modification, and deactivation of user accounts.

• Maintenance of a complete and accurate user inventory.

• Submission of monthly account reports to client.

• Coordination and follow-up of tool and application incidents.

• Compliance with security, audit, and data protection requirements.

• Ensuring users have the appropriate access needed to perform their roles.

• Education & Experience

• Experience in User Management, Access Management, Service Management, or similar administrative functions.

• Experience working with ticketing systems, access request workflows, and reporting processes.

• Strong knowledge of Microsoft Office applications, particularly Excel.

• Experience working in a structured and compliance-driven environment.

• Technical Knowledge

• Understanding of user lifecycle management and role-based access concepts.

• Basic understanding of IT service management processes.

• Experience with access control, account administration, and permission management.

• Ability to analyze account data and produce accurate reports.

• Familiarity with incident management and escalation procedures.

• Required Competencies

• Professional Skills

• Strong organizational and administrative skills.

• High level of accuracy and attention to detail.

• Ability to manage multiple priorities simultaneously.

• Strong analytical and problem-solving capabilities.

• Excellent documentation and reporting skills.

• Personal Attributes

• Highly reliable and accountable.

• Proactive and solution-oriented mindset.

• Strong customer and stakeholder focus.

• Ability to work independently with minimal supervision.

• Excellent communication and coordination skills.

• Strong escalation and follow-up capabilities.

• Language Requirements

• English: Advanced (minimum B2 level, C1 preferred)

• Strong written and verbal communication skills in an international business environment.

• Preferred Qualifications

• Experience in the airline, aviation, or travel industry.

• Familiarity with ITIL, Service Management, or Access Governance principles.

• Experience supporting audit and compliance activities.

• Previous exposure to multinational customer support environments.

• Key Performance Indicators (KPIs)

• Timely completion of account creation, modification, and deactivation requests.

• Accuracy rate of user administration activities.

• SLA compliance for access-related requests.

• Completeness and punctuality of monthly account reporting.

• Incident follow-up and resolution tracking effectiveness.

• Positive stakeholder satisfaction and audit compliance results.

• Role Mission

• The User Manager ensures that all client’s employees have the correct system access throughout their employment lifecycle while acting as the central coordination point for account governance and client’s internal tool incidents. The role is critical in maintaining operational continuity, compliance, and service quality across the client’s account.

• We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.

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