Career Opportunities at Telkom Kenya

Reporting to the Head of Agency Network – MFS, and overseeing the distribution administration Team, the role will be responsible for managing the operations and administration the Agency Team, handling escalations from the Call Centre relating to the distribution as well as daily MFS operations and processes.

The Agency Administration Manager – MFS will also be responsible for continued monitoring of the the liquidity performance of the distribution as well as managing the processing of applications for the distribution channels.

Responsibilities for the Administration Manager Job

• Manage the day–to-day planning, the agency administration team and ensure the team adheres to the work schedule and achieves the required daily SLA targets and quality standards.
  Prepares and submits regular weekly statistical reports to management and the administration team providing analyses and action plans to that address areas of opportunity.
• Provide the statistical data on escalations from the the distribution channel to back office support at the contact centre
• Develop and maintain a database for Agents and Partners created on the mobile money system or other data repository, as required.
• Manage the channel recruitment process from receipt of the applications through to handing over the application to the product team, inline with the Channel recruitment process, once the applications have been completed the Agency administration team will continue the process with the distribution team.
• Provide recommendations for product and process development based on customer feedback and from the analysis reports of the escalations.
  Manage the Back-Office team, prepare Back Office weekly and monthly KPIs report for RA and Head of Product & Operations
• Commission calculations for the entire distribution, revenue share, airtime re-imbursement commission (check accruals for all commission structures), drafted for approval for payment
• Float management analysis-float level in the market up to the distribution team.
• Float prediction based upon analysis of float utilisation, and communication to the channels to ensure that there is sufficient orders.
• Analysis-revenue, costs, tariff, transaction type
• Airtime reconciliation between IN and CWS
• All wallets reconciliations-MIC super agent, bank balance wallets etc.
• Undertake leadership of the Agency Administration Team and manage execution of section objectives.
• Establish staff KPIs, conduct monthly performance evaluations and plan staff training and skills improvement.
• Maintain strong ties and consistent communication with Marketing and Technical teams to capture appropriate commercial requirements and manage technical implementation and project timelines

Administration Manager Job Qualifications

• Degree in Marketing, Business or other relevant field
• 3-5 years relevant sales and distribution experience
• Proven experience in managing Telco/Banking agency networks and sales and distribution operations

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The position will be responsible for delivering customer acquisition targets through effective acquisition and training of mobile money customers.

Duties for the Marketing Manager Job

• Effectively identify alternative acquisition channels and develop the recruiting strategies to bring new customers on board directly and within the established distribution channels.
• Stimulate innovation and consumer focus throughout direct acquisition channels and formal channels.
• Coordinate delivery systems to ensure compliance of company’s MFS subscriber acquisition targets.
• Coordinate resolution for all MFS distribution and subscriber acquisition issues by escalating to the relevant stakeholders.
• Ensure all agents operate at their agreed levels, as per key agent indicators; i.e. customer acquisition.
• Manage all acquisition activities within agreed budget levels.
• Monitor all new acquisitions based on data and channel activation, ensure that best practice is identified and communicated to the direct sales team and the channel.
• Draft acquisition targets for all channels monthly and monitor against achievement weekly.
• All new acquisitions must be monitored ensuring that agreed activity levels for new subscribers are maintained.
• Monitor customer activity levels acquired through all channels, adjust acquisition activities inline with the findings as well as sharing best practice with entire trade marketing team.
• Ensure all customer acquisitions are completed in line with the Policies and Procedures defined by Telkom Kenya. This includes adherence to all KYC stipulations by the Kenyan Central Bank.
• Ensure full adherence to the document management policy for all customer registrations.
• Ensure that all channels adhere to the KYC policy as prescribed by the MFS division.
• All deviations from the on boarding policy must be flagged and addressed immediately.
• Weekly plans must be compiled and distributed nationally ensuring that all acquisition channels meet and exceed their agreed targets.
• Reporting weekly/ monthly/ quarterly & annual operational and management reports on acquisition & completed ongoing and planned activities.
• Supply reporting as prescribed by HOD and senior management.
• Work with Speed Simplicity and Trust.
• Manage team of outsourced Trade Marketing Representatives (TMR) to achieve agent and merchant acquisition targets
• Establish KPI’s and monitor performance of TMRs

Marketing Manager Job Qualifications

• University Degree in Business or Related field
• At least 3-5 years’ experience in sales or marketing role in a corporate multinational environment with an outstanding sales performance record.
• Experience in and Knowledge of Telecoms industry (Advantage).

Professional Skills

• Training in sales management, customer relationship management, business administration and team building courses, will be advantageous.
• Good understanding of financial principles, understands financial ratios, can interpret standard financial statements
• Proven planning, sales & distribution management skills
• Good negotiation skills
• Relationship building &Strong interpersonal skills
• Strong financial analysis and interpretation skills
• Ability to manage a team, and support staff (Team player).
• Result driven &Strong customer service background.
• Strong project management and reporting skills.
• Strong Commercial deal structuring skills.
• Strong stock management skills.
• Driving license is a necessity.

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The Product Manager for IP Data and Managed Services manages the portfolio dedicated to Carrier customers to protect long-term value, increase revenue and profitability growth for the department. It encompasses: management of the full product life cycle from development to pruning; launch of product improvement or new product lines; Products’ P&L optimization; and Product dashboard publication

Product Manager Job Responsibilities

• Develop and monetize IP Data Products & Managed Services as conceptualized through business development and wholesale customer needs & requirement
• Manage the products portfolio lifecycle of IP Data and Managed Services by:
• Improving existing Product with new features, value added services, options, …
• Launch new Product developments
• Manage and optimize Products’ P&L
• Optimize costs with support of Technology, Data Support Analyst and Service Delivery Team
• Optimize revenues by adopting right pricing structure and strategy so to grow volumes and develop market share
• Lead Product Dashboard improvement or new development by managing Time To Market (TTM) internal process
• Provide pre-sales support to the sales team by preparing the right commercialization tools to for standard offerings and leading the bid management process of non-standard solution/complex tenders
• Plan 3 years Product roadmap with Pruning, introduction of new features or development of new products
• Establish and maintain good relationship with Technology Division & Data Support Analyst to analyze actual Product’s performances, possible improvements, new features or services.

Qualifications for the Product Manager Job

• Degree in engineering, data processing or business management
• At least 3 years’ experience in the telecommunication industry
• Good knowledge of telecom industry with preferably good understanding of data products & managed services
• Excellent command of project management including product specification, and IT developments
• 2 to 6 years’ experience in a similar position

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He/she will oversee the conceptualisation, planning, development and implementation of Account Management within Carrier Services activity.

Responsibilities for the Data Account Manager Job

• Engage with customers at the Executive level to understand their overall strategy and key business drivers; strive to develop a roadmap with the customer that facilitates progression towards the expansion of Orange services
• Develop multi-level and multi-functional relationships (Wholesale & Carrier services, CEO, CFO, CIO, and other Business Unit Leaders) to drive data solutions that provide value / benefit relative to the customer’s respective business needs; deepen and widen relationships with a longer term focus.
• Understand the customer’s business and interco strategy; map these requirements to industry trends, as well as with existing customer requirements where Telkom Kenya
• Carriers solutions will help to provide value.
• Participate in the establishment and running of regional POPs to meet Telkom Kenya’s strategic and growth requirements in those countries
• Responsible for overall account management, account development, relationship and sales development. Working with the expanded team provides overall account strategy and direction
• Serve as customer advocate, accountable for escalation and proper customer positioning on all issues pertaining to customer satisfaction with the authority of representation across organizational and departmental boundaries
• Ensure maximum customer exposure and response to business development requirements through a proactive approach of periodic reviews with key contacts within the organization
• Ensure that all account plans, organizational charts, and related documentation at both the executive summary level and line management detail level are kept current
• Provide overall leadership and management of critical departments, resources, and processes relative to the customer including legal, product pricing, commercial management relative to contract agreements, price books, pricing tools, one-off deal specific bids, etc. and insure that the customer contract is kept up-to-date.

Data Account Manager Job Qualifications

• Bachelor’s Degree in Telecommunication, Business, Marketing or other relevant field.
• Minimum of 8 years’ experience in consultative selling and relationship management within multi-national companies.
• Proven track record in selling high dollar value services
• Master of Business Administration is highly recommended
• Membership in related professional organizations
• Understanding of Telecom sector as well as associated strategies and business challenges
• Identification and development of key partners and vendor relationships to maximize Telkom Carrier Services’ ability to provide best solutions to the customer.