Manager – Carrier Technical Support
Key Duties and Responsibilities
Qualifications
Responsibilities
Requirements
Responsibilities
Requirements
Responsibilities
Requirements
Responsibilities
Requirements
Responsibilities
Requirements
Region: Nairobi,
Kenya
Reporting to: Deputy CTO
Department: Technology Division
Role Purpose: To be the key coordinator of Carrier Services
Projects and Faults management cycle within Technology Division for all carrier
customers. This involves coordinating all Carrier surveys and implementations
(to ensure they are delivered as per SLA with Technology), developing
improvement plans for problematic links and service inventory documentation in
order to meet customer service level requirement while delivering serving
excellence.
Key Duties and Responsibilities
·
Coordinate all Carrier Service Implementation
requirements end to end within Technology Division (From feasibility to
implementation and handover process)
·
Create and update inventory of Carrier
customers link (all details including service designs)
·
Coordination with Technology Fault Mgmt.
teams: Enterprise Technical support (ETS) , Network Management Center (NMC) and
Operations& Maintenance (O&M) to ensure all customer complaints are
attended to and resolved within SLA. Mediate in case of delays by either party
and thus reduce TTR.
·
Reduce customer churn due to technical faults
– target 5% of Carrier customers (15 services) per quarter.
·
Prepare overall weekly, monthly and quarterly
Fault Management reports for ETS & NMC
·
Prepare reports of achievements against
targets, and recommendations for improvement based on Projects (Surveys and
Implementations) and Faults.
·
Documentation of all customer setups (all
service activation Documents, Service Design Diagrams provided during Handover
of services) and have the ETS and NMC teams fully understand end to end setup
details for all customer links.
·
Develop and document Improvement plans for
problematic links.
·
Projects and Services Review meetings with
Carrier Services on weekly basis & monthly basis
·
Complete trainings on schedule internal
trainings and staff development program.
Qualifications
·
BSC degree in IT, Computer Science,
Engineering, Telecommunications or any-related technical degree from a
recognized institution.
·
2-3 years and above experience in a senior
support role within the telecommunication industry.
Professional Knowledge
· Experience with managing Enterprise and Wholesale
customers’ expectations including project and Fault management
· Problem solving, troubleshooting and analytical thinking
· Ability to multi-task in a high pressured, time critical
environment.
Professional Skills:
· Planning ,organizing and pro-active approach
· Team-work, communication and co-operation
· Self-motivated person able to work under minimum
supervision
· Customer focused, Team player, Efficient and results
oriented
· Willing to work a flexible schedule to meet 24/7 business
requirements
This position is open to Kenyan citizens only.
Carrier Technical Support
Region: Nairobi, Kenya
Reporting to: Deputy CTO
Band: 4.1
Department: Technology Division
Role Purpose:
To be the key coordinator of Carrier Services
Projects and Faults management cycle within Technology Division for all carrier
customers.This involves coordinating all Carrier surveys and implementations
(to ensure they are delivered as per SLA with Technology), developing
improvement plans for problematic links and service inventory documentation in
order to meet customer service level requirement while delivering serving
excellence.
Responsibilities
·
Coordinate all Carrier Service Implementation
requirements end to end within Technology Division (From feasibility to
implementation and handover process)
·
Create and update inventory of Carrier
customers link (all details including service designs)
·
Coordination with Technology Fault Mgmt.
teams: Enterprise Technical support (ETS) , Network Management
·
Center (NMC) and Operations& Maintenance
(O&M) to ensure all customer complaints are attended to and resolved within
SLA. Mediate in case of delays by either party and thus reduce TTR.
·
Reduce customer churn due to technical faults
– target 5% of Carrier customers (15 services) per quarter.
·
Prepare overall weekly, monthly and quarterly
Fault Management reports for ETS & NMC
·
Prepare reports of achievements against
targets, and recommendations for improvement based on Projects (Surveys and
Implementations) and Faults.
·
Documentation of all customer setups (all
service activation Documents, Service Design Diagrams provided during Handover
of services) and have the ETS and NMC teams fully understand end to end setup
details for all customer links.
·
Develop and document Improvement plans for
problematic links.
·
Projects and Services Review meetings with
Carrier Services on weekly basis & monthly basis
·
Complete trainings on schedule internal
trainings and staff development program.
Requirements
·
BSC degree in IT, Computer Science,
Engineering, Telecommunications or any-related technical degree from a
recognized institution.
·
2-3 years and above experience in a senior
support role within the telecommunication industry.
·
Professional Knowledge
·
Experience with managing Enterprise and
Wholesale customers’ expectations including project and Fault management
·
Problem solving, troubleshooting and
analytical thinking
·
Ability to multi-task in a high pressured,
time critical environment.
Professional Skills:
·
Planning ,organizing and pro-active approach
·
Team-work, communication and co-operation
·
Self-motivated person able to work under
minimum supervision
·
Customer focused ,Team player, Efficient and
results oriented
·
Willing to work a flexible schedule to meet
24/7 business requirements
Head of Trade Marketing
Region:Nairobi
Reporting to: Director- Sales &
Distribution
Band: 4.2
Department:Mobile Sales
Role Purpose:
The Head of Trade Marketing and Acquisition
will create, drive and manage all promotional activity within the distribution
& sales channel. They will also pro-actively drive the brand and ground
level animations.
Responsibilities
·
Strategically implement and supervise trade
marketing initiatives in all the regions
·
Grow and retain acquisitions within the
regions as well as managing quality of the acquisition
·
Budget ownership for all trade marketing
activities
·
Create all merchandise and in-store collateral
·
Create, build and manage mass market/trade
marketing animations and road shows
·
Pro-actively seek to maximize SIM, devices and
electronic airtime, profile and take-up.
·
Creation of brand strategy and positioning
·
Enforce processes and procedures for customer
sign-up
·
Work hand in hand with the Regional Sales team
and giving them appropriate business advice and support
Requirements
·
Bachelor’s degree in Marketing or related
field from a recognized institution
·
Experience in similar position from a reputable
organization (minimum 5+ years)
·
Clear FMCG experience
Professional Skills:
·
Strong market perception and understanding to
select actions with the highest chances of success and growth
·
Good knowledge of product marketing basics:
marketing mix, exploiting market research materials
·
Excellent communication / presentation skills
(oral & written)
Mobile Financial Services (MFS) – Business
Intelligence Manager
Region: Nairobi
Reporting to: Head of Marketing – MFS
Band:3
Department:MFS
Role Purpose:
Responsible for all reporting to the Telkom
Kenya MFS Management and Finance, including but not limited to reporting on MFS
operational performance, investment plans, key performance areas and various
other areas as required by the Telkom Kenya.
Responsibilities
·
Planning of the key MFS commercial strategies
and the measurement of it against pre-defined criteria on a monthly and weekly
basis.
·
Responsible for information delivery across
all business units.
·
Provision of support to business users in
relation to reporting and analytics. Liaise with senior management of the
business unit to prioritize throughput.
·
Research and screen potential MFs
opportunities and advice on which ones need to be pursued further- included in
the Strategy Road Map.
·
Business requirements gathering and assessment
of the impact of business changes on the data warehouse.
·
Provision of technical training and user
groups to business community.
Requirements
·
Degree in Business, IT or other relevant field
(or equivalent).
·
3-5 years relevant experience in a role within
a business environment, having being exposed to all disciplines.
·
Business experience preferred over pure
technical experience.
·
Mobile money experience is a distinct
advantage.
Professional Skills:
·
Strong knowledge of BI reporting tools with
SQL experience
·
Exceptional report writing skills
·
High level of problem solving skills,
competency in Microsoft office applications , commercial sense – able to
develop and assess financial impact through assuming and forecasting projections
·
Project Management – experience with
co-ordination of project teams achieving deadlines
·
Partner Management – delivery of results
through partners and SLA’s
·
Customer focused – passionate about delivery
of results to internal and external customers
·
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 into reality
Mobile Financial Services (MFS) – Business
Development Manager
Region:Nairobi
Reporting to: Head of Marketing – MFS
Band:4.1
Department:MFS
Role Purpose:
To perform business development for MFS and
support the enterprise team in regards to selling MFS products into various
industry verticals within and outside Kenya. The person will be responsible for
managing the development of MFS channels, eco-systems, merchant networks,
paybill and pay for goods partners.
The role will be responsible for the
appointment and management of partners. The person will analyse, prioritize and
deliver against MFS business growth opportunities within a strategic framework.
Responsibilities
·
Develop and manage the Business Development
strategy to ensure growth and development of existing and any new services,
including but not limited to pay bill, merchant payments, agent network,
banking partners and e-commerce payments.
·
Research and screen potential MFs
opportunities and advice on which ones need to be pursued further- included in
the Strategy Road Map.
·
Develop, foster and maintain effective
relationships with various businesses through the stake holders.
·
Manage the development and execution of
contracts and processes. Ensure that all negotiations are completed by the
under the scope of Telkom Kenyas guidelines.
·
Research MFS opportunities and advice on which
ones need to be pursued further- included in the Strategy Road Map.
·
Provide regular management briefings minimum
in a monthly status forum both written or in person on channel, competitor and overall
market.
·
Following up new business opportunities and
setting up meetings/Communicating new product developments to prospective
clients taking from end to end.
·
Manage and communicate the full pipeline of
opportunities being pursued and commutate the status regularly (monthly) to the
MFS management team .
Requirements
·
Degree in Marketing or other relevant field
(or equivalent).
·
5 years hands on experience in Business
Development in a highly competitive commercial environment, MFS experience
preferred.
·
Have strong business/financial acumen with
experience developing metrics and pricing and compensation programs.
·
Relevant post graduate diploma or degree,
Marketing/commercial focus preferred
·
Swahili & English (fluent)
Professional Skills:
·
Sales Management – experience with management
of large sales teams achieving targets
·
Partner Management – delivery of results
through partners and SLA’s
·
Customer focused – passionate about delivery
of results to internal and external customers
·
Commercially astute – solid understanding of
market, competitor, & 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 into reality
·
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.
·
Presentation and communication skills –
superior, both written and oral. Experience in report writing an
advantage, expert word processor and PowerPoint skills a distinct advantage.
MFS – Head of Product
Region:Nairobi
Band: 4.1
Reporting to: Director- Mobile Financial
Services
Department:Mobile Financial Services.
Role Purpose:
Reporting to the Head of MFS, the position
will be responsible for the MFS Products and Services portfolio. The Head of
Product will perform product management for the mobile money products and
services including strategy planning, concept definition, implementation,
launch, and on-going performance and lifecycle management.
Responsibilities
·
Define the new product development and
innovation processes for the MFS division and integrate it into the rest of the
company.
·
Develop and implement methods and procedures
for monitoring projects such as preparation of records of expenditures,
progress reports and staff conferences, in order to inform management of
current status of each project.
·
Work together with the MFS marketing team to
develop the strategic product roadmap for the MFS division, providing regular
updates and strategic analysis of the progress in achieving the roadmap goals
·
Oversee and manage the Product Team to develop
and launch approved products and services.
·
Define and manage the change request roadmap
with inputs from technical and commercial teams. Oversee the Product Team to
implement approved change requests and service improvements.
·
Work together with technical and MFS teams in
order to design, configure and deliver the systems, products and services to
meet requirements and deadlines.
·
Define and monitor the customer experience for
consumer, corporate and distribution users of the MFS systems and oversee
continued improvements to the user experience.
·
Selects correct design concepts and
fundamental technology used for new products or improvement for existing ones.
·
Undertake leadership and mentoring of the
Product Team and manage execution of section objectives.
·
Establish staff KPIs, conduct monthly
performance evaluations and plan staff training and skills improvement.
·
Prepare budgets and approve budget
expenditures; Control expenses to meet budget guidelines.
·
Manage delivery of the road-map meeting
timeline expectations of the business.
·
Maintain strong ties and consistent
communication with Marketing, Agency, Operational and Technical teams to
capture appropriate commercial requirements and manage technical implementation
and project timelines
Requirements
·
Bachelor’s Degree in Commerce or a related
field from a recognized Institution.
·
5-10 years relevant experience in a management
role within an innovation environment within the telecommunications or
financial services sector, having being exposed to all disciplines.
Professional Knowledge & Skills:
·
Project Management – experience with
management of large project teams achieving deadlines
·
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.
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 3rd April 2018 , please provide an updated Curriculum Vitae (CV)
including details of your current telephone contacts and names of three
referees. Apply through recruitment@telkom.co.ke and ensure the job title
is quoted on the subject field. Only
shortlisted candidates will be contacted.