Service Delivery Manager- Finserve at Equity Bank Kenya

The resource responsible for overseeing the end-to-end service delivery process, ensuring high service quality, customer satisfaction, and operational efficiency, while also managing risks and leading a team of service delivery professionals. They will play a strategic role in driving the success of the mobile money platform from a service delivery perspective

JOB RESPONSIBILITIES:

• Overseeing Service Operations
• Manage daily operations: Ensure that mobile money services, transactions, and platforms are running smoothly and efficiently.
• Monitor service performance: Track key performance indicators (KPIs) such as uptime, transaction success rates, and response times to ensure they meet or exceed SLAs.
• Incident management: Lead the resolution of critical service disruptions or system outages, ensuring minimal impact on customers and quick recovery.
• Customer Relationship Management
• Ensure customer satisfaction: Act as the point of contact for high-level customer issues, complaints, and escalations, ensuring that these are resolved to satisfaction.
• Engage with clients and partners: Work closely with key clients, partners (such as mobile money agents, banks, or payment processors), and stakeholders to ensure service quality and build strong relationships.
• Proactive service improvements: Identify and implement improvements in service delivery based on customer feedback or performance data.
• Strategic Planning and Alignment
• Align with business goals: Ensure that service delivery aligns with the company’s business objectives, contributing to growth, profitability, and customer satisfaction.
• Develop service delivery strategies: Plan and implement strategies to improve service efficiency, scalability, and performance to meet evolving business needs and markettrends.
• Resource allocation: Manage resources (people, technology, and tools) to support service delivery goals and projects.
• Team Leadership and Development
• Lead service delivery team: Manage a team of junior officers, service delivery specialists, and support staff, ensuring they are well-coordinated and meeting their objectives.
• Provide training and guidance: Develop the skills of team members through training, coaching, and mentoring, ensuring continuous improvement in service delivery.
• Set team goals: Establish performance goals and KPIs for the service delivery team, regularly reviewing their progress and providing feedback.
• Risk and Compliance Management
• Ensure regulatory compliance: Make sure that all service delivery operations comply with local regulations, anti-money laundering (AML) laws, and other fintech-related standards.
• Risk management: Identify potential risks in service operations (such as fraud, system failures, or compliance issues) and develop strategies to mitigate these risks.
• Security management: Ensure that customer data and mobile money transactions are secure and that the system complies with relevant data protection laws.
• Continuous Improvement and Innovation
• Drive process improvement: Lead initiatives to optimize service delivery processes, enhance operational efficiency, and reduce costs.
• Introduce innovations: Stay informed of new technologies, tools, and fintech trends, and implement relevant innovations to improve the mobile money service.
• Service scalability: Ensure that the mobile money platform can scale effectively as the business grows, maintaining service quality during periods of high demand or expansion.
• Stakeholder Management and Reporting
• Engage with senior management: Report to senior management on the performance of service delivery, including successes, challenges, and areas for improvement.
• Provide insights and analytics: Generate detailed reports on service metrics, customer feedback, and operational challenges, providing insights that guide decision-making.
• Liaison with vendors and third parties: Manage relationships with technology vendors, payment processors, and other third-party service providers to ensure seamless service  delivery.
• Project Management
• Oversee service-related projects: Manage projects related to new service launches, system upgrades, or process improvements, ensuring they are delivered on time and within budget.
• Coordinate cross-functional teams: Work closely with other departments (IT, marketing, finance) to ensure that service delivery requirements are met for any new initiatives or projects.

Qualifications

KEY CRITICAL COMPETENCIES:

• Leadership and Team Management to effectively lead and develop the Finserve Service Delivery team, ensuring collaboration, motivation, and alignment with the organisation's goals to maintain high levels of delivery service.
• Customer-Centric Approach to prioritise customer satisfaction, actively engage with clients, address their needs, and resolve escalated issues to provide exceptional service experiences.
• Operational Excellence to have the ability to monitor key performance indicators, maintain service levels, and continually improve processes to ensure seamless service delivery in a fast-paced environment.
• Problem-Solving and Decision Making to quickly identify and solve complex service-related issues, making informed decisions that minimize downtime and enhance service reliability, is crucial for success in this role.
• Communication and Stakeholder Management for effective interactions with customers,internal teams, and stakeholders, ensuring that expectations are managed and issues are resolved collaboratively.
• Strategic Thinking and Planning in alignment to service delivery processes with broader business goals while planning for scalability and growth in the fintech space.
• Risk Management and Compliance for effective risk management and ensuring compliance with industry regulations and security standards while safeguarding the integrity of the mobile money services.
• Adaptability and Agility to be able to function in a rapidly changing fintech environmentby quickly adapting to new technologies, evolving customer needs, and emerging market trends.
• Innovative and Continuous Improvement to continuously seek opportunities to innovate, implementing new technologies and optimizing processes to improve the efficiency and scalability of service delivery.

REQUIREMENTS:

• 5+ years of experience in service delivery, operations, or customer success roles, preferably in the fintech or mobile money industry.
• Demonstrates relevant industry experience and expertise in service delivery.
• Proven experience in managing mobile money platforms, payment systems, or fintech products.
• Ensures that the candidate understands the specific technical and operational requirements of mobile money services.
• Demonstrated ability to lead, mentor, and manage teams, including performance management and team development.
• Highlights leadership skills necessary for managing cross-functional teams and driving performance.
• In-depth knowledge of mobile money technologies, payment processing systems, and relevant fintech platforms.
• Focuses on the technical expertise needed to oversee the operation of mobile money systems.
• Strong problem-solving skills with a proactive approach to identifying, diagnosing, and resolving complex service issues.
• Ensures the candidate can handle complex challenges, which is crucial in maintaining service quality.
• Experience in project management, leading service-related projects such as new platform rollouts or upgrades.
• Emphasizes the importance of project management skills to manage service delivery initiatives.
• Strong experience in stakeholder management, working closely with internal teams, customers, partners, and third-party service providers.
• Highlights the need for excellent communication and relationship-building skills to coordinate with multiple stakeholder