Head of Department/ Tribe Lead - Enterprise Solutions Tribe at Safaricom Kenya

JOB DESCRIPTION

Reporting to the Chief Enterprise Business Unit Officer, the Head of Department/ Tribe Lead - Enterprise Solutions Tribe will undertake the below.

Role purpose: 

• The Enterprise Solutions Tribe Lead will Lead the enterprise sales efforts for National Government, Wholesale and Interconnect, and Large Enterprises in sectors such as ICT, Media & Entertainment, Retail, Manufacturing, Hospitality, and Services, as well as NGO's.
• The role holder, will develop the Strategy and mission of Enterprise Solutions Tribe, aligning it with Safaricom's overall objectives and goals in the enterprise solutions sector. 
• He/she will primarily be responsible for driving revenue growth, increase channel profitability, and gain market share in these segments.
• He/she will be responsible for establishing a robust and effective partner model and sales operations to support these efforts.
• He/she will continuously monitor market trends, customer needs, and competitive landscape to inform decision-making and adapt the tribe's approach accordingly.
• He/she will enhance digital infrastructure through development plans and partnerships, connecting National government, Wholesale and Interconnect, Large enterprises, and NGOs with knowledge networks, and fostering innovation through procurement programs and networking interfaces.

RESPONSIBILITIES

• Leadership and Strategy: Responsible for providing strategic direction and leadership to the Enterprise Solutions Tribe. This involves defining the overall vision, goals, and objectives of the tribe, aligning it with the organization's business strategy, and ensuring that the tribe's activities contribute to the achievement of broader business goals.
• Tribe Management: Oversee the day-to-day operations of the tribe, including managing a team of professionals within the Enterprise Solutions domain. This involves setting clear expectations, providing guidance and support, and ensuring that the team is working efficiently and effectively.
• Resource Allocation: Responsible for allocating resources within the tribe, including budget, manpower, and infrastructure. This involves prioritizing initiatives, assessing resource requirements, and making decisions regarding resource allocation to ensure the successful delivery of projects and initiatives.
• Agile Delivery: Play a crucial role in facilitating and supporting agile practices within the tribe. This includes promoting collaboration, ensuring effective communication, removing obstacles, and fostering a culture of continuous improvement and learning.
• Solution Design and Development:  Work closely with solution architects and development teams to design and deliver scalable, reliable, and secure enterprise solutions. Ensure adherence to architectural standards, best practices, and industry regulations. Oversee the development and integration of enterprise applications, platforms, and systems.
• Project and Delivery Management: Manage the end-to-end solution delivery process, including project planning, resource allocation, risk management, and quality assurance. Collaborate with cross-functional teams to ensure timely and successful project delivery. Monitor project progress, track key performance indicators, and provide regular status updates to stakeholders.
• Stakeholder Management: Engage with business stakeholders to understand their needs, address concerns, and manage expectations. Build and maintain strong relationships with internal and external stakeholders. Present solution strategies, project updates, and recommendations to senior management and executives.
• Development of Integrated Solutions: Lead the development of integrated solutions for the sector. This involves defining what will be delivered to the industry and how it will be achieved to drive impactful and value-driven solutions that address the specific needs of the industry while aligning with the organization's overall strategy.
• Revenue Growth: Drive revenue generation within the sector to actively contribute to the financial success of the organization.
• Development and execution of a comprehensive growth and sales strategy: To expand Enterprise Solutions Tribe’s base and build strong relationships with enterprise clients across various sectors.
• Digital Infrastructure Deployment: Collaborate with relevant stakeholders to deploy high-quality digital infrastructure, including infrastructural development plans, roadmaps, and other platforms.
• Risk Management: Monitor the identification, mitigation, and resolution of risks associated with enterprise solutions projects, ensuring that potential risks are addressed proactively and that any incidents are minimized.
• Performance Monitoring and Reporting: Track and monitor the performance of the tribe, including key metrics, progress against goals, and delivery timelines. You are responsible for providing regular reports and updates to senior management, highlighting achievements, challenges, and opportunities for improvement.
• Employee/Talent Development: Track the professional growth and development of team members, including certifications, training participation, and skill enhancement, fostering a culture of continuous learning and improvement.

Core competencies, knowledge and experience:

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitization and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance. 
• Show ambition and courage, empowering others to go beyond the plan.
• Are bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities  for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Key performance indicators:

• Market Penetration: Expand Safaricom's market share in the BFSI sector by increasing the number of customers, transactions, or active users of financial services products and solutions.
• Revenue Growth: Increase revenue generated from Safaricom's financial services offerings within the BFSI sector by a specified percentage or amount over a defined period Annual revenue growth rate for the BFSI Tribe. 
• Customer Retention: Customer retention rate (percentage of customers retained over a specific period), Percentage decrease in customer churn rate and Number of customer escalations and complaints resolved within a defined timeframe.
• Customer Obsession – NPS: Net Promoter Score (NPS) reflecting customer satisfaction and loyalty. Percentage increase in the number of promoters and % decrease in number of detractors.
• Develop Sector Expertise - Banking, Sacco, and Insurance: Percentage of team members with sector-specific certifications or training. Number of successful projects delivered within the banking, Sacco, and insurance sectors.
• Employee Net Promoter Score (eNPS) - 90%: Employee Net Promoter Score reflecting employee satisfaction and engagement. Percentage increase in the number of promoters and % decrease in number of detractors.
• End-to-End Order Fulfillment: Order fulfillment cycle time (from order placement to delivery). % increase in on-time delivery and decrease in order errors
• Tech Ops - Design, Scope, Deployment, and Support: Time taken for the design and scope phase of technology operations projects. Time taken for the deployment and implementation of technology solutions. Number of successful technology deployments and Customer satisfaction with technology support services.
• Strategic Partnerships: Establish strategic partnerships with key players in the BFSI industry, such as banks, insurance companies, and fintech providers, to enhance Safaricom's competitive advantage and expand the range of financial services offered.
• Risk Mitigation: Implement robust risk management processes to identify, assess, and mitigate potential risks associated with financial services operations. Monitor key risk indicators and ensure compliance with relevant regulations and industry standards.
• Psychological Safety: Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

QUALIFICATIONS

• Bachelor's degree in Business, Marketing, Computer Science, IT or a related field. A master's degree is preferred. 
• Proven experience of 10-15years in leadership role within Enterprise solutions efforts in sectors such as ICT, Media & Entertainment, Retail, Manufacturing, Hospitality, and Services, with a focus on National Government, Wholesale and Interconnect, and Large Enterprises.
• Strong understanding of sales strategies, market dynamics, compliance, regulatory norms and customer needs in the target segments.
• Strong understanding of enterprise architecture, solution design, and development methodologies.
• Experience in managing pricing strategies and maintaining profitability.
• Demonstrated ability to establish and manage a robust partner model.
• Familiarity with digital infrastructure deployment and collaboration initiatives.
• Excellent leadership, communication, and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Results-oriented mindset with a focus on revenue growth, channel profitability, and market share.