Job Openings at Safaricom Kenya

About the Role

Reporting to the Chief Technology Officer, the Senior Manager - Service Operations is accountable for ensuring delivery of value to customers across M-Pesa Africa markets (end to end operational service), ensure service failover mechanisms, achievement of the service levels captured in SLAs/OLAs with suppliers. They provide operational support, guidance and oversight to M-Pesa deployed markets, accountability for continuous service improvements of all M-Pesa Africa Services operated by IT Services and external partners to deliver agreed service levels at lowest possible costs, budget management reporting and control.

Responsibilities

Impact on the business 

• Provide a stable and reliable M-Pesa service according to agreed service levels to the business and customers, through a transparent and simple Operating Model
• Define and manage the working relationships with all support partners including Group Technology Operations, Software Suppliers, System Integrators, Support & Operations Service provider, Local Markets, Partner Markets and other 3rd party suppliers with a goal of delivering a cost effective and high quality M-Pesa Mobile Payment service proposition
• Participate in the decision-making process and prioritisation of deployments across the M-Pesa Africa Payment Services landscape
• Drive operational excellence by efficient support and operations processes, methodologies and best practices in an efficient setup across all organisations 
• While failure will undoubtedly occur, the role holder needs to deliver failover mechanisms that allow service to resume quickly or even avoid service interruption in order to deliver 99.99% service availability.

Customers, supplier and third parties 

• Deliver value to customers across MPA markets, aligning with the needs of the customer.
• Manage and steer the performance of internal and external partners using benchmarking and KPIs. 
• Build strong relationships with the chosen service providers and guide/coach service providers for problem resolution of complex cross functional issues where identified. 
• Design a robust support setup with software suppliers and system integrators. 
• Drive the implementation and own the end to end SLA and OLAs through the whole support organization including Vodacom IT, other Vodafone and Vodacom internal suppliers, local markets and external service providers

Leadership and teamwork 

• Implement Agile principles and methodologies into a team's operational processes wile working within Agile Release Trains
• Build strong relationships with senior stakeholders within the Vodacom Group, Mpesa Africa Team, the local markets, and strategic suppliers 
• Build an organisational setup based on speed, simplicity, trust, and clear accountabilities 
• Focus to maintain key strategic skills and transfer transactional/executional task to the appropriate support parties
• Coach the team towards the organisation mission

Innovation and change 

• Create ways of working to maximize the use of the Mpesa Africa deployment & operations team by ensuring that the team do not compensate for supplier deficiencies
• Identify and realize cost saving potentials driven by a joint continuous improvement programme with the M-Pesa Africa team and the chosen service providers

Qualifications

Apply if you have: 

• Science, Technology, Engineering or Mathematics (STEM) undergraduate degree. 
• 10+ years of experience in the operations of large-scale, Online Transaction Processing and high volume complex enterprise web and banking grade systems and services across multiple geographies. 
• Agile certification is a must 
• Proven track record of implementing appropriate solutions for complex operational scenarios
• ITIL Qualified ideally to Practitioner level
• Proven ability to develop and deliver on IT strategies
• Proven experience in customer/vendor relationship management
• Proven Exco level engagement/influence and delivering compelling presentations
• Budget and Cost Management experience is a must for this role.

We are happy if you have

• Experience of working within a multi-national team and serving customers from multiple countries would be of benefit
• Experience of working in an agile environment will be beneficial

Our commitment to you

• A fair and unbiased selection process
• A robust  total reward scheme 
• Dedicated support and mentoring/coaching 
• An opportunity to work with passionate life-long learners
• An opportunity to develop and progress – plus a solid dedication to work-life integration. It all means you’ll have everything you need to advance your career and achieve your full potential.

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Job Description

Reporting to the Chief Human Resources Officer the position holder will be responsible for aligning and championing the People Strategy to business priorities and objectives for our commercial clusters i.e. Channels and Consumer Business Clusters. The role holder will analyze and identify internal and external business factors to create insights and guide decisions that drive performance across the business areas through exemplary people & organisational practices. They will also facilitate delivery of the people plans for Channels and Consumer Business Clusters in support of Safaricom’s strategic objectives. The role holder will focus on organisation effectiveness, talent management & building capabilities. 

Responsibilities

Key Responsibilities and Decision Ownerships 

• Design HR strategy and business plan that is fully aligned to business strategy. Drive People Strategy ensuring that it responds to changing business needs.
• Lead the development and implementation of a disruptive and sustainable talent frameworks and HR initiatives that enable and solve specific business-related challenges. 
• Develop strategic talent acquisition plans, fostering a positive employer brand, and crafting comprehensive onboarding and retention programs.
• Deliver a pipeline of diverse future leaders and accelerate high potential development in the business areas proactively use talent segmentation; ensure robust talent, succession & scenario plans are in place. 
• Work collaboratively with Channels and Consumer Business leaders to create a positive work environment, fostering employee engagement through effective communication, recognition programs and opportunities for professional development.
• Stay updated on evolving regulations and advise leadership on best practices to ensure compliance, minimising legal risks and ensure compliance to the various statutory labour laws as well as internal employee relations policy requirements.
• Accountable for the support and delivery of Channels and Commercial Clusters functional organizational design and change in conjunction with business leaders. 
• Proactively analyse, track and maintain organisational effectiveness and workforce data to identify and gain valuable insights into employee engagement, trends, performance metrics and cost-excellence opportunities in order to deploy transformational people solutions and drive performance. 
• Derive insights from the Surveys (SEMA)and ensure the action plans are cascaded in the respective functions. 
• Flag bearer for the leadership of cultural change in business areas. Challenge & improve people policies/processes/practices to ensure alignment with The Safaricom Way and new ways of working. 
• Challenge & support leaders in business areas to align behaviours/attitude to new ways of working. Drive effective use of recognition schemes in business areas to reinforce positive behaviours.
• Serve as a confidential resource for employees and leaders to discuss concerns, brainstorm solutions, and navigate complex people related situations.
• Support communications & engagement of people across the clusters. Focus on the business areas and help people to recognise their part in drive for performance. Ensure communication processes are working effectively within business area.
• Proactively manage the HR Business Partner supplier interfaces (Centres of Expertise, HR Operations etc) to ensure a seamless customer experience for Leaders, People Managers and Employees.
• Provide leadership to HRBPs and CoE dedicated resources. 

Qualifications

Must have technical / professional qualifications: 

• At least ten (10) to fifteen (15) years’ knowledge and experience in the relevant field.
• Relevant Business or HR Undergraduate Degree or relevant field along with professional qualifications, or equivalent qualification(s) from a recognized institution of higher learning. 
• Member in good standing of a recognized professional body. 
• An MBA or a relevant Master’s degree is an added advantage. 
• Demonstrate competence in more than 3 HR technical functions
• Significant depth in HR practice areas; organizational effectiveness & change, capability development, talent management, employee relations & reward
• Astute leadership skills: leading others and peers with ability to work in a matrix environment.
• Experience working with corporate client groups with multiple stakeholders
• Proven track record of managing programmes including change project management in a complex organization.
• Possess high professional and ethical standards.
• Proven track record of managing programme / project management (including the coordination of multiple internal and external resources)
• Experience of working with corporate client groups.
• Superior business understanding, with the ability to leverage technology to solve business and technical issues.

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Detailed Description 

Reporting to the Snr. Manager - Enterprise Applications & Platforms, the position is responsible for managing the Enterprise Cloud and ISP team that manages cloud and ISP systems within the organization, ensuring high availability, scalability, and security of all cloud infrastructure and services. The team comprises of Cloud engineers, Devops engineers and Cloud architects. The role requires a hands-on approach to drive the adoption of cloud technologies and provide leadership in the development, implementation, and maintenance of cloud systems that support business objectives.

Key Responsibilities

• Lead the design, deployment, and optimization of cloud infrastructure, ensuring alignment with business goals and enterprise architecture. 
• Manage the implementation of cloud technologies, ensuring secure, scalable, and reliable systems with a focus on performance optimization. 
• Collaborate with internal and external stakeholders to ensure cloud solutions meet enterprise requirements. 
• Define and manage cloud standards, data flows, and virtualization network mappings. 
• Drive cloud technology selection, conduct proofs of concept, and support enterprise-wide adoption of cloud tools and processes. 
• Ensure 99.999% uptime for cloud systems, focusing on both ISP and enterprise cloud services. 
• Monitor cloud systems and implement automation scripts to streamline operations. 
• Manage cloud adoption for enterprise clients and support them in achieving the best ROI. 
• Oversee security practices, including the implementation of DevSecOps tools for securing cloud services. 
• Cloud Solutions Design with Enterprise Solutions to design and onboard 100% of all orders. 
• Automation scripts to simplify Operations and maintenance of Enterprise Cloud & Order management. 
• Adoption of Big Data tools and Processes for business decision making 

Qualifications

• Degree in Computer Science, Software Engineering, Telecoms, Engineering, Physics or Math or any other relevant qualification. 
• Over 5 years’ experience in a telecommunication or financial services industry 
• Candidate should demonstrate deep and wide knowledge of Virtualization technologies, Opensource & Linux, VMWare, Openstack, Redhat, Azure, Containerization & Orchestration e.g Kubernetes, Serverless Architectures, Google Cloud and AWS platforms, SDWAN, IaaS, PaaS, xAAS, Relevant Public Cloud and Virtualization certifications huge plus 
• Candidate should possess excellent knowledge & skills in cloud and virtual infrastructure design, deployment, management and monitoring as well as migration strategies from on-premise implementations to cloud or Hybrid Solutions. 
• Candidate should have excellent knowledge and understanding of established/emerging cloud management technologies including and not limited to monitoring, profiling, identity management, reporting/analytics, cost optimization. 
• The Manager must understand the cloud technologies and their use to guide the organization and enterprise customers in understanding and adopting them 
• An ideal candidate should possess advanced knowledge of industry best practices in the various aspects of information, technology trends, enterprise operations knowledge and the ability to develop solutions. 
• Advanced knowledge of hardware, software, business applications and systems engineering are required 
• Intermediate knowledge and execution of SDLC is required 
• Intermediate knowledge of Information Security awareness is a plus 
• Intermediate knowledge of Cloud data and analytics tools and workflows is a plus 
• Good knowledge of General Project Management Methodology & Tools 
• Knowledge of enterprise architecture methodologies and practices a plus.

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Job Description

Reporting to the Principal Officer-Revenue Assurance, the role holder will be responsible for providing assurance to the business on billing, revenue and cost reporting for all services including core GSM services, Valued added services(VAS) Digital content and services, Fixed Services, managed IT services among others in line with revenue assurance policies and controls.

Job Responsibilities 

• Proactively identify and report on all areas that are susceptible to Revenue leakage
• Implement and monitor Billing Assurance controls in the revenue assurance system
• Perform impactful product risk assessments to ensure functionality of the product, rating and billing is accurately done in line with the approved business rules to ensure minimal revenue loss.
• Perform end to end reconciliation for all revenue streams in liaison with the Billing team and the data clearing house where applicable
• Daily monitoring of traffic, customers, revenue and reconciliation of the same in the RA system to source systems and timely error management reviews
• Develop appropriate procedures that will ensure that the organization pays correct and optimal amounts to partners.
• Revenue validation and Reconciliation to key reporting systems  (business intelligence systems and the financial systems) for completeness
• Monitoring of the system interfaces for all product purchases which could include Retail Management System (RMS), M-PESA, Billing System and Financial Reporting system (ERP)
• Payment integrity checks to ensure accuracy and integrity of payments including trade commissions and partner revenue share.
• Recommend policies and procedures to help identify revenue leakage in all service revenue areas and reduce incidences of revenue loss within the organization.
• Champion revenue reconciliations and the Airtime top up management system to the General ledger.
• Periodic review of the controls and risk assessment to align to current business processes
• Support changes within the organization relating to critical projects and system upgrades by undertaking risk assessment and data migration assurance.

Qualifications

• A graduate with a degree in Computer science, Engineering, Information Technology, Economics, or Commerce.
• Professional certification in Auditing, Accounting, Risk Management, data science/analytics or Information Systems will be added advantage.
• Relevant post-graduate education is an added advantage
• Have at least 2-5 years’ experience in Assurance, Risk Management and/or Management of Business Process Improvement
• Revenue Assurance Practitioners Certification is an added advantage.
• Experience and knowledge on SQL, script writing, DB knowledge/ data warehousing
• Experience with telecom VAS /PRS systems, Fixed connection(fiber) and processes is an added advantage
• Advanced skills in Microsoft applications including Excel and Power point.
• Ability to analyze significant amounts of data and information and distill it to the key points that help Senior Management analyze risk in a given situation.
• Capability to accumulate, summarize and interpret risk reports from business units, support units and assurance units.
• Have strong business acumen and highly developed commercial experience
• Highly developed interpersonal and communication skills
• High level experience and skills working with stakeholder