Job Openings at Safaricom

Description

We are pleased to announce a Fixed Term Contract role for a  Caredesk Customer Experience Executive – Moyale, Mtito Andei, Mombasa &  Marsabit Caredesks within Commercial 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 Retail Centre Manager, the position holder will deliver high quality customer experience in our Retail Care Desk touch point and deliver market intelligence through customer feedback and interactions.

Job Description

• To offer high quality customer experience to all our customers
• To manage and resolve customer complaints.
• To provide customers with products and service information by clearly explaining procedures, answering questions and providing relevant information.
• To identify and escalate priority issues and where necessary, follow up customer concerns.
• To document all customer interaction information according to standard operating procedures.
• To ensure accurate and timely filing of all presented customer documentation.
• To maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures. 

Qualifications

• Diploma in a business related field.
• Minimum of  3 years’ experience working in a customer facing role
• Must be able to communicate the majority language of the care desk location and its environs.
• Excellent understanding of Safaricom products & Services.
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Great service attitude towards customer satisfaction
• Demonstrate ability to handle pressure and perform duties well to completion
• Demonstrate ability to be a team player, working to achieve own and team targets
• Products, Services and Technology Knowledge
• Proven negotiation skills

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Description

We are pleased to announce the vacancy for Wealth Management Product Manager within Mobile Payment Solutions within M-Pesa Payments in M-PESA Africa. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to Principal Commercial Manager, the position holder will develop a strategy for commercialising wealth management opportunities appropriate for segments of M-Pesa’s customer base and identifying the building blocks for future growth. This will involve bringing the voice of the customer, analysing industry and regulatory trends, design thinking and business case development to identify the right solutions for our customer and actively engaging and influencing key internal and external stakeholders to execute the plan. You will also be the “linchpin” between the engineering teams and the business.

Job Responsibilities

• Own the vision for Wealth Management portfolio
• Build business cases for different wealth management services
• Drive the Wealth Management roadmap incorporating industry and customer research to create transformative product offerings
• Be a customer advocate; ensure the voice of customers across different segments is central to new product development
• Evaluate different vendor capabilities and help specify product design features
• Rally product creation colleagues to drive timely results – developers, business analysts, architects, delivery managers, operations support, etc.
• Define partnership strategy for Wealth management solutions including with tech providers, asset managers, banks, consumer education advocates, and internal stakeholders such as MVA, Vodacom FS, etc.
• Drive business development with relevant 3rd parties, negotiate key commercial and product terms and support legal on contracting
• Offer strategic support on the Wealth Management strategy, negotiations and business case
• Co-develop launch and go to market plans with local product managers to drive uptake and engagement
• Drive commercial prioritisation of the product roadmaps balancing requirements from multiple markets and building consensus where needed to address risk of fragmentation from local partnerships

Qualifications

Job Requirements

• Bachelor’s degree required, a Master’s degree in a related field preferred
• 7 years of professional experience with experience at an asset management company, fintech, bank or other relevant digital business
• Strong knowledge of mobile money, fintech and financial services
• Understanding of regulatory environment and future direction of regulation
• Experience with emerging market consumers, and multicultural sensitivity
• Analytical bent of mind, structured thinker with strong business acumen
• Results-driven self-starter
• Solid influencing and negotiation skills

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Description

We are pleased to announce the vacancy for M-Pesa Local Acceptance Manager within Mobile Payment Solutions within M-Pesa Payments in M-PESA Africa. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to Commercial Lead Payments, the position holder will drive M-Pesa’s “local payments acceptance” strategy and products. The responsibilities will centre on driving the strategy and the solutions to support the acquisition and onboarding of businesses across our 7 M-Pesa markets. This includes strategic tasks such asdeep-diving into the competitive landscapes of each country and understanding the needs of businesses and consumers, as well as tactical tasks such as digitising and streamlining the on-boarding process for merchants across our 7 markets and driving the development of acceptance methods for merchants. Work hand-in-hand with commercial counterparts in each of the local M-Pesa markets. Share best practices, contribute to strategies, and take responsibility for deliverables. You will also serve as the “linchpin” between the technical product teams and the commercial teams in the M-Pesa markets.

Job Responsibilities

• Share best practices from across the M-Pesa footprint: ensure you are a captain of knowledge
• Conduct quantitative & qualitative analysis to support the strategies
• Run workshops to develop strategies
• Communicate strategies via slide decks, presentations, word documents, etc,
• Map and streamline onboarding processes for merchants
• Digitise the end to end experience and/or develop the most convenient onboarding process
• Tailor solution offering to each country’s specificities.
• Understand the channels that businesses use to reach their customers, including in-store, online, social media, marketplaces, etc.
• Collect feedback from customers & merchants, etc. to improve and extend ways to accept M-Pesa across all these channels.
• Keep up with the latest trends to ensure M-Pesa’s solution is at the forefront of user experience, security, and technical capability
• Work with the M-Pesa product teams to enhance / develop the required solutions
• Work closely together with merchant leads in M-Pesa markets to build tools, such as an online Website, to help with marketing our merchant solutions
• Work with the M-Pesa product teams to enhance / develop the required solutions
• Lead on best practice sharing and provide topic leadership within the M-Pesa commercial communities

Qualifications

Job Requirements

• Bachelor’s degree required, a Master’s degree in a related field preferred
• 7 years of professional experience with at least 3 years in payment acquiring
• Experience driving product roadmaps and working with agile squads in product development is highly desirable
• International experience and multicultural sensitivity
• Self-starter with exceptional people, presentation and communication skills
• Solid influencing and negotiation skills
• Positive attitude, because the going will be tough Passion for, and commitment to driving mobile money growth and innovation
• Willingness to travel frequently