We are pleased to announce the vacancy for a Head of Department-M-PESA Product Development & Operations within Financial Services 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 Chief Officer Financial Services the position holder will be responsible to set and manage the M-PESA Product, including roll out, -on going performance and enhancement of the product, also set and manage the M-PESA Product, including roll out, -on going performance and enhancement of the product.
Job Responsibilities
- Manage the development roadmap in the country including local & Vodafone requirements.
- Scope future generation platform with key role being customer feedback to Vodafone & Champion continuous improvement of the platform together with IT/Tech and all other teams.
- Oversee platform issues to ensure input for capacity planning responses’ are within SLA.
- Manage the development and documentation of Business case for new/enhancement to products and services for presentation
- Define product requirements for customization to meet specific customer needs and liaise with the technical team to ensure correct implementation
- Manage the testing of new/enhanced functionality ,tariffs and business rules prior to implementation
- Development of new processes and framework development for the M-PESA Channel
- Ensure both Kenyan and international product development activities are coordinated
- Project Manage the delivery of new functionality and system enhancements to the market.
- Pilot of functionality where required
- Identify & implement local changes for process improvement, in liaison with relevant stakeholders
- Develop and document new processes and procedures for new and existing products and services
- Support the audit team and ensure audit report is accurate and reflects the reality
- Ensure open audit items are updated and closed as per the agreed timelines
- Escalate and develop controls to mitigate the risks when delivery of fix is not visible.
- Develop controls and monitor them to minimize the business risks
- Identify the call contributors and work around the same to reduce them.
- Work closely with CM, retail and other stakeholdersto support call reduction initiative
- Act as the liaison for other M-PESA operators wishing to learn in general or in detail about the practical operation of M-PESA in the Country
- To effectively manage Staff and resources through effective monitoring of performance.
- Manage the liaison between the core M-PESA talent in Vodafone and the local team on commercial and technical Operations
- Delivery & reporting of all KPI’s to Safaricom & Vodafone
- Share input for budget forecast as well as develop and manage Capex & Opex budget.
Qualifications
Job Requirements
- Honors Degree from a recognized university
- 8-10 years’ experience in a Call Centre/Marketing division of a blue-chip service oriented, at least 4 years of which should be in a leadership position with strong background in designing & implementing experience & retention initiatives.
- Demonstrated commercial acumen capability
- A highly motivated person with a positive attitude towards work, innovative, creative, results oriented with excellent analytical skills.
- A proven team player with excellent communication and interpersonal skills.
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