Position: Product Specialist – MFS
Region: Nairobi
Reporting
to: Product & Operations Manager – Mobile Financial
Services (MFS)
Range: R2U
Department: Mobile Financial Services.
Role
Purpose: Reporting to the Product and
Operations Manager the role will be responsible for managing manage day to day
escalation issues while ensuring SLA achievement and delivery of quality
service at all times.
Responsible
for continued monitoring of the product and service portfolio, system
performance and overall user experience, making necessary technical and
operational improvements.
·
Creation of Agents and merchants onto
the CWS platform upon receipt of documentation from the Agency Team.
·
All creations on the platform will be
inline with the Agent creation policy in line with the agreed SLA’s.
·
Compliance with Operational
Excellence initiatives and regulatory requirements (risk, revenue assurance,
legal, etc
·
Conduct post-launch assessment of
newly implemented initiatives.
·
Manage daily operational tasks
related to the system flows and escalations issues while ensuring SLA
achievement and delivery of quality service at all times.
·
Work towards resolving complex issues
that cause customer, agent and partner dissatisfaction.
·
Maintain strong ties and consistent
communication with Customer, Agent and Partner facing Departments to capture
appropriate operational issues that need resolution.
·
Provide daily reports on all
operational issues and on a weekly basis provide a statistical analysis report
of all escalated issues with evidence of continuous decline in the number of repeat
escalation issues.
·
Provide regular analysis and trends
on the Mobile Financial Services products and services performance.
·
Maintain the quality of service by
enforcing mobile financial services processes and procedures as well as the
organization standards.
·
Make proposals based on
customer/agent/partner feedback for process, product or service improvements.
·
Escalate to the Process Manager
recommendations on identified gaps in the processes and procedures.
·
Participate in system testing for all
new/modifications of products and services as per agreed timeframes and provide
accurately documented User Acceptance Tests.
·
Ensure any operational process and/or
procedure changes are communicated to the necessary teams within 24 hours of
approval.
·
In liaison with the training manager,
provide weekly training schedules for new agents and partners to be trained on
new/modified products and services prior to activation process or
product/service launch.
·
Collect training needs assessment
pertaining to agents and partners work procedures and escalate to the training
manager.
·
Propose re-designing of agents and
partners training materials based on ongoing operational interactions with
these teams.
·
Achieve KPIs assigned and participate
in coaching sessions and attend all monthly performance evaluations with your
respective line manager.
·
Timely submission of comprehensive
reports to the Manager/HOD as defined from time to time within agreed
timelines.
·
Maintains technical knowledge by
attending educational trainings & workshops and reviewing publications.
Academic/
Professional Qualifications
·
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.
·
Relevant post graduate diploma or
degree, commercial focus preferred
Professional
Skills:
·
Strong Analytical skills – able to
assess reports, identify issues, root cause, and recommend solutions.
·
Customer focused – passionate about
delivery of results to internal and external customers.
·
Presentation and communication skills
– superior, both written and oral. Experience in report writing.
·
Project Management – experience in
documentation of project processes.
·
Strategically Oriented –able to
identify, define opportunities and implement them.
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 24th 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.