Service Delivery Officer, Mobile Money-Finserve at Equity Bank Kenya

The resource will focus on ensuring a smooth and efficient customer service delivery and support in responding to Mobile Money operational challenges as well as work collaboratively with other units to improve the overall customer experience. They will be key in maintaining the stability and reliability of the mobile money product and other Finserve products

JOB RESPONSIBILITIES:

Service Delivery Supervision

• Oversee end-to-end service delivery: Ensure that mobile money services are delivered effectively, efficiently, and within agreed timelines.
• Monitor performance metrics: Track and report on key performance indicators (KPIs) such as transaction success rates, uptime, customer satisfaction, and issue resolution times.
• Continuous improvement: Identify areas for service enhancement and work with
• teams to implement changes to improve service levels.

Incident and Problem Management

• Issue resolution: Take the lead in managing and resolving service disruptions or system outages, ensuring quick recovery and minimal impact on customers.
• Root cause analysis: After incidents, conduct thorough investigations to identify the underlying causes and implement preventative measures to avoid recurrence.
• Escalation management: Handle escalated issues, coordinating with internal teams, vendors, or external partners to resolve complex problems.

Stakeholder Communication

• Liaise with clients and partners: Maintain strong relationships with stakeholders, including merchants, telecom operators, and banking partners, to ensure smooth service integration and operation.
• Customer communication: Ensure clear, timely communication with customers and partners regarding service issues, updates, and enhancements.
• Reporting: Provide regular service delivery reports to senior management and other relevant stakeholders, highlighting successes, challenges, and areas for improvement.

Team Leadership and Coordination

• Supervise service delivery teams: Lead and manage the team responsible for service delivery, ensuring they are well-trained and motivated.
• Collaborate across departments: Work closely with IT, product development, operations, and customer service teams to ensure coordinated delivery of mobile money services.
• Mentoring: Provide guidance and mentorship to junior team members to develop their skills and ensure high-quality service delivery.

Compliance and Risk Management

• Ensure regulatory compliance: Make sure that all mobile money services are in line with the relevant regulations and standards, including anti-money laundering (AML) and Know Your Customer (KYC) requirements.
• Risk mitigation: Identify and manage risks related to service delivery, ensuring contingency plans and disaster recovery processes are in place.

Service Level Agreements (SLAs) Management

• Define and manage SLAs: Ensure that the service delivery team meets or exceeds all agreed-upon SLAs with clients or partners.
• Regular SLA reviews: Conduct periodic reviews of SLAs to ensure they remain aligned with business needs and industry best practices.

Customer Experience Optimization

• Drive customer satisfaction: Work on initiatives to improve the customer experience, ensuring mobile money users find the platform reliable, user-friendly, and secure.
• Feedback management: Gather feedback from customers and stakeholders to make service enhancements and resolve any issues affecting their experience.

Project coordination

• Lead service delivery projects: Manage the rollout of new mobile money features, upgrades, or services to ensure they are delivered on time and within scope.
• Coordinate service improvements: Work on cross-functional projects aimed at improving the overall service delivery process, including automation and efficiency improvements.

Vendor and Third-Party Management

• Manage vendor relationships: Work with third-party service providers to ensure they deliver on their commitments in terms of quality, timelines, and performance.
• Contract negotiations: Assist in negotiating service-level agreements with vendors and external partners to secure the best terms for service delivery.

Qualifications

REQUIREMENTS:

• University degree from a well-recognized university
• Minimum 3 years’ experience in a relevant field.
• Must have the ability to analyze business issues and identify, design, and implement
• Effective practical recommendation.
• Able to operate in a performance-driven organisation.
• Experience in managing teams and leading service delivery operations.
• Proven track record in handling service-level agreements (SLAs) and managing large-scale, real-time transaction environments.
• Hands-on experience with incident management, issue resolution, and root cause analysis
• Strong understanding of mobile money systems, digital payments, and fintech platforms.
• Familiarity with ITIL or service management frameworks.
• Proficiency in monitoring tools and performance metrics analysis (such as service dashboards and KPIs).
• Understanding of regulatory requirements