Jobs at Safaricom Kenya

Responsibilities

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

Risk Analysis and Audit

• Practice and collaborate on Risk assessments for products and services with internal stakeholders. 
• Continuous assessment and evaluation of Fraud control suitability and approach to specific customer fraud risk areas
• As part of Corporate Security Assurance group, define fraud risk thresholds to govern fraud control performance for products
• Build and relationships with internal and external stakeholders required for supporting execution of the tasks to manage customer safety and security on fraud. 

Forensic Reviews and Investigation

• Execution of Forensic reviews across Business risk areas.
• Articulate required fraud controls to be inbuilt in products, services and processed with on-time and on-demand analytics to support Agile product development. 

Data Analytics and Mining

• Work closely with Data Science teams towards delivery of short to medium term development  of fraud analytics models to address prevention of fraud in GSM, MPESA and new product areas.
• Provide insights on customer pain areas to address gaps in Product design, processes that expose customers to Fraud.
• Develop insights on current and emerging customer fraud trends and fraud risk areas into actionable use cases
• Leverage fully on AI/ML for all Fraud rules to deliver consistent high quality controls
• Create fraud solution use cases and detailed product roadmap documents to articulate desired
• features and functionalities of the desired Fraud architecture and functionalities.
• Track and analyze frontline metrics for Demand
• Identify gaps and opportunities for addressing triggered and untriggered demand management interventions.
• Support front line teams with required insights on demand and collaborate on first time resolution of demand.

Automation, Reporting and Tooling

• Define risk based automation and reporting requirements for monitoring of fraud solutions KPIs for all products and services. 
• Deliver continuous insights on Worry Free Initiative to elevate it to a breakthrough  Financial Services Industry innovation
• Develop and maintain integrated reports within the function to capture well defined performance metrics for rules, AI models and Demand Management. 
• Work closely with other business stakeholders on reporting unification for Corp Security Demand
• Develop insights from 24-7 monitoring to drive use cases for automation and controls refresh.

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 digitalisation 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.
• 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.

Qualifications

• Relevant Degree in Business, Engineering or IT Undergraduate Degree or relevant field along with professional qualifications. 
• Professional certification in Fraud Examination, Auditing, IT Security, Accounting.
• Understanding of Agile Methodology.
• At least 5 years experience in a Telco environment
• At least 5 years in data analytics environment generating business insights by running long lead, realtime and ad-hoc analysis and have proven experience in a telecoms environment. 
• Highly developed interpersonal and communication skills.
• Ability to manage and coordinate multiple projects simultaneously with strict deadlines to deliver on commitments
• Highly developed interpersonal and communication skills.
• Possess high professional and ethical standards.

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Key Accountabilities

• End to end research project management – Design, Execute and manage quantitative and qualitative research projects from brief to presentation
• Uncover Customer & Market Needs: Investigate customer satisfaction, brand perceptions, innovation suitability, and market sizing for key segments
• Monitor and Track the Competition: Conduct competitive intelligence analysis—monitoring competitor pricing, product launches, marketing campaigns, and network performance
• Support Innovation and Product Development: Work with innovation team and product managers to test concepts, features, and pricing for new services while applying HCD techniques (User Experience Research)
• Analyse and Synthesize Data: Analyse research data and outputs, market reports, and industry trends to identify key insights
• Create Compelling Stories: Prepare clear, visually engaging reports and presentations that tell a story and provide clear, actionable recommendations to stakeholders
• Vendor Management: Brief and manage external research agencies to ensure they deliver high-quality, timely, and cost-effective insights

Other responsibilities

• Research Methodology & Execution: Proficiency in designing surveys, discussion guides, and utilizing key qualitative and quantitative research techniques
• Data Analysis, Synthesis & Insights Communication: Ability to analyse data sets to identify patterns, trends, and key insights, not just report numbers. Skill in creating clear, concise, and visually engaging reports and presentations that tell a compelling story
• Technical & Analytical Tool Proficiency: Competence with key tools and data analysis software (SPSS, Excel, Power BI)
• Ai and Machine Learning Awareness: Understand how to use Ai tolls for predictive analysis and uncovering deeper relationships
• API and Integration Knowledge:  understanding how to connect different data sources to create a single customer view
• Digital research Tools – Experience with Agile, DIY platforms for rapid iterative testing
• Project Management: Ability to manage multiple research projects simultaneously, from brief to delivery, ensuring they are on time and on budget
• Commercial Acumen: Understanding how research insights connect to business goals, such as revenue, customer retention, and market share.
• Tech & Telecom Curiosity: A genuine interest in the industry's products, services, and trends
• Stakeholder Orientation: Focus on understanding and addressing the core business questions of internal clients
• 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

Must have technical / professional qualifications:

• Bachelor’s Degree from a recognized university preferably Data Science, Statistics, Economics or related field
• 6 years’ experience in a Market research role or M&E - proven hands-on experience with Research Methods
• Strong Analytical, Story Telling, Critical Thinking and Problem-Solving Skills
• Self-Starter attitude who is also a team player