Position: Manager - MFS Training and Processes
Region: Nairobi
Reporting to: Head of Product Management – Mobile Financial Services (MFS)
Range: R2L
Department: Mobile Financial Services
Role Purpose: To manage the systems, Products & Services training within the division Ensuring all Mobile Financial Services processes and procedures are well documented and are aligned to customers’, agents' and merchants' expectations.
Role Purpose: To manage the systems, Products & Services training within the division Ensuring all Mobile Financial Services processes and procedures are well documented and are aligned to customers’, agents' and merchants' expectations.
- Conducts
training needs assessment by collecting information pertaining to work
procedures, work flow, and reports; understanding job-specific functions
and tasks.
- Designs
training manuals by identifying and describing information needs; using
available software programs to develop the training material; submitting
initial versions for review; revising and editing final copy.
- Maintains safe
and healthy training environment by following organization standards and
legal regulations.
- Conduct
training classes ensuring train the trainer methodology is used to
disseminate all training material into the channels.
- Maintain the
highest quality of service by establishing and enforcing organization
standards.
- Evaluate the
training requirements by evaluating the duties of the MFS job descriptions
as well as team analysis of the MFS team. Maintains technical knowledge by
attending educational workshops; reviewing publications.
- Undertake
leadership in the tracking and follow up of all MFS training activities
within the division.
- Maintain strong
ties and consistent communication with HR, Customer, Agent and Merchant
facing Departments, Technical and Marketing teams to capture appropriate
commercial requirements and manage technical implementation and project
timelines.
- Establish KPIs,
conduct monthly performance evaluations and plan staff training and skills
improvement.
- Document and
continuously update the new & existing mobile financial services
products and services processes and procedures.
- Comprehensively
test all new products and services or changes to existing products and
services
- Perform new
product/service reviews to determine whether the internal staff are well
informed on product and services as per defined procedures and provide
documented recommendations.
- Timely
documentation of all reviews made on mobile financial services processes
and procedures after consultations with the necessary team heads and
teams.
- Escalate to the
Process Manager recommendations on identified gaps in the processes and
procedures and on the procedures audit link.
- Timely
submission of comprehensive reports to the HOD as defined from time to
time within agreed timelines
- In liaison with
the necessary workforce management team, provide weekly reports on staff
training schedules on new/modified products and services prior to
product/service launch.
- Carrying out
comprehensive tests as per agreed timeframes.
- Ensure any
process and/or procedure changes are communicated to the mobile financial
services division within 24 hours of approval.
Academic / Professional
Qualifications
- Degree,
Bachelor of commerce, Marketing, Project Management commercial focus
preferred
- 3-5 years
relevant experience in a managerial or specialist role within a
Telecommunications or Financial Services environment, having being exposed
to multiple disciplines.
- Relevant
experience in product operation role within a product development
environment, having being exposed to product development processes and
support.
Professional Skills:
- Project
Management – experience in documentation of project processes.
- Customer
focused – passionate about delivery of results to internal and external
customers
- Solid
understanding of market, competitors, & customer.
- Strategically
Oriented – solid understanding of the integrated set of products and
services included within the MFS portfolio; able to identify opportunities
and define and implement these opportunities.
- Strong
Analytical skills – able to assess reports, identify issues, root cause,
and recommend solutions, expert spread sheet skills a distinct advantage.
- Financial
Management – develop and manage budgets, drive down costs wherever
possible.
- Strong
leadership skills.
- Presentation
and communication skills – superior, both written and oral.
Experience in report writing
How to Apply
This position is open to Kenyan citizens only.
This position is open to Kenyan citizens only.
If you fit the required
profile, please apply highlighting how your qualifications, experience and
career aspirations match the requirements for this position.
Application should be sent by latest 17th November 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through
recruitment@telkomkenya.co.ke and ensure the job title is quoted on the subject
field.
Only shortlisted candidates
will be contacted.