Fresh Jobs at Safaricom Kenya

Responsibilities
Sanctions Screening & Alert Management

• Review and investigate sanctions screening alerts generated from customer onboarding, payments, partner onboarding, and customer databases.
• Perform name screening against applicable sanctions, watchlists, politically exposed persons (PEP), and adverse media databases.
• Differentiate true matches from false positives and document rationale for decisions.
• Escalate confirmed or potential sanctions matches in line with internal procedures.

Investigations & Risk Assessment

• Conduct comprehensive investigations on customers, transactions, and counterparties.
• Assess sanctions, AML, CFT, and reputational risks associated with alerts and cases.
• Gather and analyze customer information, transactional activity, and supporting documentation.
• Recommend appropriate risk mitigation measures and control actions.

Regulatory Compliance & Governance

• Ensure compliance with local and international sanctions regulations (UN, OFAC, EU, UK HMT, and other applicable regimes).
• Support the implementation and monitoring of sanctions compliance policies and procedures.
• Maintain awareness of regulatory changes and sanctions developments.
• Ensure all investigations and decisions meet regulatory and audit standards.

Case Management & Documentation

• Maintain accurate and complete records of investigations, reviews, and decisions.
• Prepare detailed case summaries, management reports, and escalation memos.
• Ensure timely closure of alerts and cases within established service level agreements (SLAs).
• Support regulatory examinations, audits, and compliance reviews through high-quality documentation.

Training & Continuous Improvement

• Promote awareness of sanctions compliance obligations across the organization.
• Support training initiatives for staff on sanctions, screening, and financial crime risks.
• Contribute to process enhancement projects and automation initiatives.
• Share lessons learned and emerging typologies to strengthen the compliance framework.

Monitoring, Controls & Testing

• Participate in the testing and validation of sanctions screening systems and controls.
• Identify control weaknesses, process gaps, and areas for improvement.
• Support periodic reviews of screening rules, parameters, and risk-based controls.
• Contribute to quality assurance activities and compliance monitoring programs..

Sanctions List & Blacklist Management

• Maintain and update sanctions lists from global and local regulators
• Manage customer, partner and internal blacklist databases
• Ensure timely updates and synchronization of screening systems

Stakeholder Engagement & Advisory

• Provide sanctions and compliance guidance to business units and operational teams within Agile squads.
• Respond to sanctions-related queries and targeted financial sanctions notices from the Financial Reporting Centres
• Support the implementation of compliance initiatives and remediation actions.

Health and Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions

Qualifications

• Bachelor’s degree in Law, Finance, Business or related field
• Professional certifications such as: CAMS (Certified Anti-Money Laundering Specialist), CGSS (Certified Global Sanctions Specialist), ICA Certificate/Diploma in AML or Financial Crime Compliance or CFE (Certified Fraud Examiner)
• At least 2 years experience in Financial Crime Compliance, AML, or Sanctions Compliance
• Good knowledge of global sanctions regimes and regulatory requirements (OFAC, UN, EU, local regulators) 
• Experience working within a regulated financial institution.
• Experience participating in sanctions model validation, tuning, or screening optimization initiatives.

End Date 31st August 2026

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Job Description

• The Senior Manager-Service Operations is accountable for end-to-end Technology Operations across M-PESA Africa markets, ensuring reliable, resilient, secure and cost-effective services that support business growth, customer experience and operational excellence. 
• The role provides leadership across Technical Operations, Service Management, Office IT Operations (OIT), Enterprise Application Support, Observability, Automation, Vendor Management, Financial Management and Operational Governance. 
• The role governs 24x7 operations, including monitoring, Service Desk, Level 1 and Level 2 support, major incident response, production support and enterprise operational services. It ensures critical platforms operate through clear support models, defined accountabilities, service levels, escalation paths, runbooks, resilience controls and operational readiness standards. 
• The role is accountable for the effectiveness and continual improvement of all ITIL-aligned service management processes while embedding Agile ways of working, strong stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management across operating markets. 
• The role drives the transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high-performing and highly engaged operations team. 

Responsibilities

Key Accountabilities:

Impact on the business

• Ensure stable, reliable and resilient technology services across M-PESA Africa markets, aligned to agreed service levels, regulatory expectations and customer experience outcomes. 
• Own end-to-end operational service performance across critical platforms, enterprise applications, shared services, revenue-generating services, revenue protection platforms, AML/financial crime platforms and market-facing capabilities.
• Lead the Technology Operations operating model covering Service Management, Technical Operations, OIT, UAM, Enterprise Applications, Observability, Enterprise Tools and supplier operations.
• Accountable for all ITIL-aligned service management processes, ensuring governance, process maturity, operational discipline, compliance, continual improvement and customer satisfaction.
• Ensure 24/7 monitoring and event management coverage for critical services, with effective alerting, triage, escalation, event correlation and service degradation detection.
• Own 24/7 incident response capability for priority incidents, including command-and-control, major incident mobilisation, stakeholder visibility and restoration discipline.
• Ensure support teams have clear scope, shift coverage, triage procedures, escalation paths, knowledge articles, SOPs, runbooks and measurable targets. 
• Govern OIT and UAM operations, including workplace technology support, productivity platforms, access operations, evidence readiness and alignment with security controls. 
• Drive service availability, recoverability, operational readiness, resilience, productivity and cost optimization through data-led improvement and automation-led remediation. 
• Own Technology Operations budget planning inputs, cost control, supplier spend governance, resource utilization and operational investment prioritization. 

Customers, suppliers and third parties

• Build and maintain strong relationships with Executive Leadership, Local Markets, Business Leadership, Group Functions, Technology Teams, Vendors, Suppliers and Strategic Partners to drive operational outcomes.
• Govern vendor and supplier performance, including SLA/OLA compliance, operational contract obligations, service reviews, remediation plans, service improvement commitments and escalation management. 
• Partner with Supply Chain, Finance, Legal and Technology leadership on contract reviews, supplier performance assessments, renewal inputs and operational risk decisions. 
• Ensure vendor accountability is clearly separated from internal BAU support accountability, with documented ownership, escalation routes and corrective action tracking. 

Leadership and teamwork

• Lead a multi-disciplinary Technology Operations function covering Service Management, Technical Operations, 24/7 Monitoring, Service Desk, Level 1, Level 2 application support, Incident Response, OIT/UAM, Enterprise Apps, Observability and Enterprise Tools.
• Build a high-performing Technology Operations team with high employee engagement, clear accountability, strong leadership capability and a culture of ownership and continuous learning. 
• Drive talent development, succession planning, coaching, recognition, wellbeing and leadership development to sustain a motivated, skilled and productive workforce. 
• Embed Agile ways of working and strengthen collaboration with Agile Release Trains, product teams, platform engineering, architecture, security and market stakeholders. 

Innovation, governance, risk and compliance

• Drive transformation from reactive operations to proactive, intelligent and automated operations using observability, AIOps, automation, self-healing and predictive operational insights.
• Ensure Technology Operations controls, processes and support models align with market-specific regulatory, compliance and operational requirements. 
• Support internal and external audits, regulatory reviews and compliance assessments through evidence, documentation, control oversight and remediation tracking. 
• Identify, assess, mitigate and report operational, supplier, technology and service risks, ensuring executive visibility and effective remediation. 
• Track operational cost drivers, managed service consumption, support utilisation, vendor spend, automation benefits and efficiency initiatives. 

Qualifications

Must-Have Experience / Qualifications:

• Degree in Technology, Engineering, Computer Science or a related field. 
• 15+ years of experience leading enterprise technology operations in complex, mission-critical environments. 
• Proven leadership of large-scale support, service management and operational teams in different locations or regions. 
• Strong knowledge of ITIL-aligned service management practices. 
• Experience leading 24x7 operations, monitoring and incident response functions. 
• Experience managing enterprise vendors, suppliers and managed service providers. 
• Experience managing operational budgets, cost optimisation and financial governance. 
• Strong stakeholder management and executive communication skills. 
• Experience working across regulated and multi-country operating environments. 
• Experience supporting audit, risk, compliance and regulatory requirements. 
• Agile leadership experience within product-oriented delivery environments. 
• Demonstrated success in operational transformation, automation and continuous improvement. 

 Preferred Experience:

• Mobile financial services, fintech, payments, banking, telecommunications or other regulated digital technology environments. 
• Experience operating services across multiple African markets or multinational technology environments.
• Observability, AIOps, automation, ITSM platforms, self-healing operations and Zero Touch Operations. 
• Experience establishing or scaling operations for new markets or services, including localisation, vendor consolidation, managed service redesign, transition to BAU and operational cost optimisation.

Core Competencies: 

• Strategic leadership, people leadership, talent development, coaching, executive communication and high employee engagement.
• Stakeholder management, vendor management, financial management, budget control, commercial acumen, governance and compliance.
• Technology operations leadership, ITIL service management, operational resilience, service delivery management, major incident leadership and business continuity.
• Agile leadership, operating model design, digital transformation, automation, AIOps, Zero Touch Operations, change leadership and innovation management.
• Risk management, audit readiness, regulatory awareness, data-driven decision making, structured problem solving, root-cause analysis, customer focus, collaboration and results orientation.
• Strategic thinking, decision making, structured problem solving, customer focus, collaboration, accountability and integrity. 

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Job Description

• Reporting to the Lead Transaction Monitoring & Systems ,  The role supports the development, optimization, and continuous enhancement of Safaricom’s financial crime systems, including Anti-Money Laundering (AML), Transaction Monitoring, Sanctions Screening, Customer Risk Rating, Fraud Detection, and Case Management platforms. The role is responsible for ensuring these systems operate effectively, leverage high-quality data, and deliver timely, risk-based insights to support the detection, prevention, and reporting of financial crime in line with regulatory requirements and Safaricom policies.The role works closely with Technology, Data Science and product teams with the analyst supporting system configuration, data integrity monitoring, alert analysis, and performance optimization. The role contributes to the implementation and adoption of intelligent financial crime solutions, leveraging automation, advanced analytics, artificial intelligence (AI), machine learning, and behavioural monitoring techniques to strengthen detection capabilities, improve alert quality, reduce false positives, and enhance operational efficiency across financial crime processes.
• The Financial Crime Systems Engineer also plays a key role in supporting digital transformation and innovation initiatives by identifying opportunities to automate manual activities, streamline investigations, enhance management reporting, and improve decision-making through data-driven insights. The role supports regulatory reviews, audits, model validations, and system enhancement projects while ensuring Safaricom maintains a resilient, scalable, and future-ready financial crime control environment capable of responding to evolving financial crime threats, emerging technologies, and changing regulatory expectations.

Responsibilities
Financial Crime Systems Management

• Support the administration, configuration, maintenance, and optimization of financial crime systems, including AML, Transaction Monitoring, Sanctions Screening, Customer Risk Rating, Fraud Detection, and Case Management platforms.
• Ensure systems operate effectively, efficiently, and in line with regulatory requirements, industry standards, and internal policies.
• Monitor system performance and recommend improvements to enhance effectiveness and operational resilience.

Data Quality and Integrity

• Monitor and validate data feeds, interfaces, and system inputs to ensure completeness, accuracy, timeliness, and integrity of financial crime data.
• Investigate and resolve data quality issues impacting financial crime detection and reporting.
• Collaborate with Data, Technology and Cyber teams to strengthen governance, controls, and data management practices for AML systems.
• Detection Optimization and Alert Management
• Support the tuning, calibration, and optimization of detection scenarios, rules, thresholds, and risk indicators.
• Perform trend analysis on alerts, cases, and suspicious activity to identify opportunities for improving detection effectiveness.
• Reduce false positives while maintaining regulatory compliance and enhancing risk detection capabilities.
• Advanced Analytics, AI, and Automation
• Support the implementation and adoption of advanced analytics, artificial intelligence (AI), machine learning, and behavioural monitoring solutions.
• Identify opportunities to automate manual processes and improve investigation workflows.
• Contribute to initiatives that improve alert prioritization, risk scoring, and operational efficiency.
• Assist with model validations, effectiveness assessments, and control testing exercises.

System development & enhancement

• Participate in system upgrades, implementations, enhancements, testing, and change management activities.
• Assist in gathering business requirements and translating financial crime risk management needs into system solutions.
• Ensure enhancements are documented, tested, and implemented in accordance with governance standards.
• Financial Crime Investigations Support
• Provide analytical and technical support to Financial Crime Compliance and Operations teams in the investigation of alerts and cases.
• Develop and maintain system-generated reports, dashboards, and management information to support investigations and decision-making.
• Support the escalation and reporting of significant system-related issues affecting financial crime controls.
• Support regulatory reviews, audits, inspections, and independent assurance activities.

Reporting and Management Information

• Develop and maintain meaningful management reports, dashboards, and key risk indicators (KRIs).
• Produce analysis and insights on system performance, alert trends, detection effectiveness, and emerging risks.
• Support senior management decision-making through accurate and timely reporting.
• Stakeholder Collaboration
• Work closely with all teams Sanctions, KYC, Investigations, Compliance, Operations, Data, Technology, Risk, and Business teams to enhance financial crime controls within Agile delivery.
• Provide subject matter expertise on financial crime systems and technologies.
• Facilitate effective communication between business and technical stakeholders during projects and system changes.
• Innovation and Continuous Improvement
• Identify opportunities to enhance financial crime detection capabilities through emerging technologies and industry best practices.
• Support digital transformation initiatives aimed at improving efficiency, effectiveness, and customer outcomes.
• Continuously review processes and controls to ensure the institution maintains a scalable, resilient, and future-ready financial crime framework.

Risk Management

• Identify, assess, and escalate system-related financial crime risks and control weaknesses.
• Ensure appropriate controls are implemented to mitigate risks associated with system failures, data integrity issues, and model performance.
• Support ongoing monitoring of emerging financial crime typologies, threats, and regulatory developments.

Health and Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions

Qualifications

• Relevant degree in Business, Engineering or IT Undergraduate Degree or relevant field along with professional qualifications. 
• Competencies in software development/system configuration data extraction technologies and platforms e.g. {C#, Java, Java Script React.
• Understanding of Agile Methodology, Machine learning, Bot development, Penetration Testing, QA, Project Management, Micro services, SANs security compliance, and Technical documentation.
• At least 2 years as a software engineer/developer or data science experience
• Proficiency in data analysis and trend profiling using Power BI, Qlik sense.