Job Openings at Safaricom Kenya

Job Description

Reporting to the Regional Business lead ,the Regional Fixed Lead will oversee the successful rollout and expansion of Fixed broadband services, including FTTH (Fiber to the Home), 4G, and 5G networks, within their assigned region. The role is focused on driving network and customer growth, ensuring high retention and product adoption, and enhancing operational efficiency through collaboration with internal and external stakeholders. This position is key to meeting both revenue and growth objectives while delivering exceptional customer experience and improving the quality and scale of fixed broadband services.

Job Responsibilities

Network & Customer Growth:

• Drive FTTH/4G/5G Rollout: Lead and execute the rollout strategy for FTTH, 4G, and 5G networks in the region to ensure successful deployment, expanding the network footprint.
• Prioritize Rollout Opportunities: Analyze and prioritize rollout opportunities, focusing on areas with high demand and potential for growth, such as inactive customers and areas with high churn.
• Upskill Rollout Team: Ensure that the team is well-versed in rollout qualification criteria to drive performance and efficiency.
• Convergence of FTTB and FTTH: Work on strategies to integrate FTTB (Fiber to the Building) and FTTH for seamless network coverage.
• Channel Rollout Strategies: Develop tailored channel strategies for different markets, including landlord packages, wholesale offerings, and low-cost area distribution.
• Strategic Partnerships: Cultivate relationships with estate developers, government housing projects, SACCOs, and corporates to expand the fixed broadband footprint.
• Access Issues Management: Proactively resolve access issues within estates, including long-term engagement and tailored support.
• ARPA Initiatives: Own and drive programs related to Average Revenue Per Account (ARPA), such as ShowMax, 4G for Home discounts, upgrade programs, and loyalty initiatives.
• Retention Management: Lead the regional account management team to improve retention rates through activities like CVM, insights, and customer engagement programs (on-ground and outbound calls).
• Dealer Support: Enhance retention capabilities for dealers and provide ongoing support for improving retention processes and strategies.

Product Development & Innovation:

• Customer-Centric Product Strategy: Act as the liaison between the Fixed Data Tribe, Channels, and Segments to review insights and develop products that address customer needs and streamline the customer journey.
• Smart Homes & IoT Adoption: Lead initiatives to promote the adoption of smart home use cases and IoT solutions to extend the value of fixed internet beyond basic connectivity.
• Upskill Team & Performance Monitoring: Identify skill gaps in the team through NPS feedback, retention surveys, and customer insights, and implement actions to address them.

Operational Excellence & Automation:

• Contractor Monitoring: Ensure that contractors meet high-quality standards in service delivery and workmanship by working closely with the Technology home support team.
• Digital Transformation: Drive digitalization and automation of key fixed broadband processes, including rollout, sales, customer experience, and dealer payment systems, to improve efficiency and reduce costs.

People Management 

• Develop, coach and motivate the team to achieve overall objectives and manage team performance.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Telecommunications, or a related field.
• A Master's degree in Business Management or a related discipline is a plus.
• Minimum of 5 years of experience in a similar role within the telecommunications industry, focusing on fixed broadband services (FTTH/4G/5G).
• Proven track record of managing large-scale network rollouts, customer acquisition, and retention programs.
• Experience in managing cross-functional teams and driving complex projects to successful outcomes.
• Familiarity with digital transformation initiatives in sales, customer service, and operational processes.
• Strong leadership, team management, and coaching abilities.
• Excellent strategic thinking and problem-solving skills.
• Strong communication and stakeholder management skills, with the ability to engage at senior levels.
• Ability to analyze data and derive actionable insights to drive growth and performance.
• Knowledge of fixed broadband technologies and trends (FTTH, FTTB, 4G/5G)
• Familiarity with CRM systems, digital tools, and automation platforms
• Willingness to travel within the region as required
• Valid (BCE) driving license with no recent driving violations

go to method of application »

About the Role

This role will be key in driving the strategic evolution of the M-Pesa ecosystem by leveraging and optimizing existing platform capabilities, building new solutions and platforms to meet the future commercial requirements of M-Pesa, in the operating markets,  ensuring alignment with M-Pesa Africa’s global financial services footprint. This involves leveraging existing platforms and capabilities, key technology partners, maximizing cost efficiency, and delivering scalable, high-performance financial solutions that reinforce and improve M-Pesa Africa’s competitive advantage. This role ensures that M-Pesa Africa remains at the forefront of Mobile Payments innovation, fostering a robust financial ecosystem that drives sustained growth, market leadership, and expanded financial inclusion.

Responsibilities

• Strategic platform alignment and stakeholder engagement
  • Drive and Influence the Technology Strategy of MPA, supported by budgets and plans to deliver on the business strategy;
  • Drive close collaboration with the Commercial Teams to ensure solution development aligns seamlessly with market and functional roadmaps and priorities;
  • Engage with senior stakeholders, including Group SLTs and OpCo CEOs, ensuring transparency, strategic alignment, and informed decision-making throughout the platform development lifecycle;
  • Provide executive-level briefings on platform roadmaps, supplier strategies, and emerging opportunities in M-Pesa.
• Technology and Supplier Strategy
  • Proactively collaborate with strategic technology partners to analyze, influence, and accelerate the development of next-generation mobile payments capabilities;
  • Own and govern platform development initiatives, ensuring M-Pesa Africa retains final approval authority for all major architectural and engineering decisions.
• Enterprise architecture and platform engineering excellence
  • Collaborate with Mobile Payments, Enterprise Architecture & Design team, ensuring all design solutions adhere to best practices in scalability, security, and performance optimization;
  • Oversee software development governance, ensuring alignment with M-Pesa Africa’s global technology strategy and compliance frameworks.
• Quality Assurance and Operational Resilience
  • Direct collaboration with Assurance, Security, Testing Strategy, adhere to test automation framework, tooling ecosystem, and quality assurance methodology;
  • Partner with the Operations Team to ensure platforms deliver high availability, reliability, and service-level performance, meeting business-critical demands.
• Financial and Productivity Optimization
  • Work closely with Finance Teams to ensure efficient budget allocation, cost governance, and strategic investment in platform innovation;
  • Continuously seek opportunities for process optimization, driving enhancements in test automation, collaboration tools, and development productivity.

Qualifications:

• At least 10 years of deep expertise in Mobile Payments and Financial Services Architecture ie extensive knowledge of Distributed Payment Architectures, Real-Time Transaction Processing, Regulatory Compliance (e.g., PSD2, PCI-DSS), and mobile wallet ecosystems
• Enterprise-Grade Software Development Management leading full-lifecycle software development, including requirements engineering, CI/CD pipeline optimization, version control strategies (GitOps), and software configuration management. Experience in managing complex microservices-based, event-driven, and API-first architectures.
• Strategic business and customer-centric technical leadership – Strong focus on business impact, product-market fit, and end-user experience when driving technology decisions.
• Ability to deal with diverse cultures;
• International experience and multicultural sensitivity.

Education & Experience:

• A graduate degree preferably in Computer Science, Software Engineering or a related field;
• Professional certification in different delivery methodologies eg Agile, SAFe Agile or Waterfall;
• Proficiency in multiple programming languages (e.g., Java, Python, C++)
• Experience with designing and implementing complex software systems;
• Knowledge of DevOps practices and tools.