Head of Department-M-PESA Product Development & Operations - () at Safaricom Kenya

Description

We are pleased to announce the vacancy for a Head of Department-M-PESA Product Development & Operations within Financial Services Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Chief Officer Financial Services the position holder will be responsible to set and manage the M-PESA Product, including roll out, -on going performance and enhancement of the product, also set and manage the M-PESA Product, including roll out, -on going performance and enhancement of the product.

Job Responsibilities

• Manage the development roadmap in the country including local & Vodafone requirements
• Scope future generation platform with key role being customer feedback to Vodafone & Champion continuous improvement of the platform together with IT/Tech and all other teams.
• Oversee platform issues to ensure input for capacity planning responses’ are within SLA.
• Manage the development and documentation of Business case for new/enhancement  to products  and services for presentation
• Define product requirements for customization to meet specific customer  needs and liaise with the technical team to ensure correct  implementation
• Manage the testing of new/enhanced functionality ,tariffs and business rules prior to implementation
• Development of new processes  and framework development for the M-PESA Channel
• Ensure both Kenyan and international product development activities  are coordinated
• Project Manage the delivery of new functionality and system enhancements to the market.
• Pilot of functionality where required
• Identify & implement local changes for process improvement, in liaison with relevant stakeholders
• Develop and document new processes and procedures for new and existing products and service
• Support the audit team and ensure audit report is accurate and reflects the reality
• Ensure open audit items are updated and closed as per the agreed timelines
• Escalate and develop controls to mitigate the risks when delivery of fix is not visible.
• Develop controls and monitor them to minimize the business risks
• Identify the call contributors and work around the same to reduce them.
• Work closely with CM, retail and other stakeholdersto support call reduction initiative
• Act as the liaison for other M-PESA  operators wishing to learn in general or in detail about the practical operation   of M-PESA in the  Country
• To effectively manage Staff and resources through effective monitoring of performance.
• Manage the liaison between  the core M-PESA talent  in Vodafone and the local team on commercial  and technical  Operations
• Delivery & reporting of all KPI’s to Safaricom & Vodafone
• Share input for budget forecast as well as develop and manage Capex & Opex budget.

Qualifications

Job Requirements

• Honors Degree from a recognized university
• 8-10 years’ experience in a Call Centre/Marketing division of a blue-chip service oriented, at least 4 years of which should be in a leadership position with strong background in designing & implementing experience & retention initiatives.
• Demonstrated commercial acumen capability
• A highly motivated person with a positive attitude towards work, innovative, creative, results oriented with excellent analytical skills.
• A proven team player with excellent communication and interpersonal skills.