Information Risk and Compliance
Internships
Location: Nairobi,KE
Organization Name: Enterprise Risk Department
Organization Name: Enterprise Risk Department
Department Description
We are pleased to announce the
following internship vacancy in the Enterprise Risk Department within the Risk
Management Division.
Brief Description
Reporting to the Senior Manager,
Information Risk and Compliance, the individual, with guidance from the
manager, will support the proactive execution of the Safaricom information risk
management programmes, coordinate the execution of the cyber risk management
framework and carrying out technical assurance activities to ensure Safaricom
systems are compliance with internal policies, applicable regulations and best
practice.
Responsibilities
·
Conduct cyber risk assessments of the
Safaricom network and applications
·
Review vulnerabilities and research
and recommend most practical and applicable solutions
·
Carry out information security
monitoring for critical systems as will be assigned, including logical access
·
Review policies and recommend
improvements in line with best practice
Requirements
·
Currently on going student in
Information Technology, Computer Science or related engineering degree
·
Interpersonal and communication
skills
·
Attention to detail
·
Team player
·
Planner and organizer
How to Apply
Vendor Experience Analyst
Location: Nairobi,KE
Department Description
We are pleased to announce the
following vacancy inthe E-commerce Department within the Enterprise Business
Unit Division. In keeping with our current business needs, we are
looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Head of Ecommerce,
the Vendor Experience Analyst will ensure an excellent customer experience end
to end. Analyzing, understanding and executing constant improvements to the
online/onsite and offline experience. Ensure an excellent vendor
experience,supporting variety of touch points across our platform, from on
boarding to execute commercial/operation plans.
Responsible for the VNPS and NPS of
the department, ensuring the right communication to the rest of the team and
constantly exploring improvements to the KPIs
Responsibilities
·
Ensure an excellent customer
experience from end to end. Analyzing, understanding and executing constant
improvements to the online/onsite and offline experience
·
Ensure an excellent vendor
experience, supporting the variety of touch points across our platform, from on
boarding to execute commercial/operation plans.
·
Responsible for the VNPS and NPS of the
department, ensuring the right communication to the rest of the team and
constantly exploring improvements to the KPIs.
·
Improve the customer experience based
on feedback from customers,internal stakeholders and recommend remedial
practices
·
Initiate and manage projects in order
to meet the company strategy
·
Perform quality checks and monitor
customer satisfaction KPIs and drivers
·
Training new and existing vendors on
howto be successful and use of the platform. Create relevant training materials
for vendors and teams
·
Build a community of vendors to
maintain the existing vendor base – Through communication events
·
Improve the current vendor experience
based on feedback from various sources
·
Perform quality checks on processes
and systems to ensure vendor satisfaction
·
Monitor vendors to ensure they
fulfill order within SLA without cancellation
·
Solve vendor issues such as they
arise eg systems, content creation and reconciliation or escalating to the
relevant departments.
Requirements
·
Degree in a Business related field,
preferably marketing with Online Marketing experience
·
3 – 5 years’ experience in digital
content management
·
Project management is a plus
·
Understanding of e-commerce
on-boarding requirements
·
Experience in WordPress or content
management system, 3 years hands-on experience on managing e-commerce websites
·
Solid experience of how to structure
&optimize content for web
·
Must be willing and able to
accommodate flexible work schedule during critical business periods.
·
Must exhibit high degree of ownership
and accountability.
·
3 years of community management
How to Apply
Telephone Account Executive –EBU C.A.R.E
(Contractors)
Location: Nairobi,KE
Department Description
We are pleased to announce the
following vacancy in the Enterprise Business Unit C.A.R.E Department within the
Customer Operations Division.
In keeping with our current business needs,
we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Team
leader-Telephone Channels, the role holder will manage an assigned Database of
customers, to grow the Revenue on each account, increase product penetration,
retain the baseline revenue and meet overall NPS target
Responsibilities
Retention
·
Proactively contact the customers to
ensure strong relationship as the first contact for the customer on all issues.
·
Track baseline revenue of each
account and ensure revenue retention & growth
·
Develop, update and maintain an
updated database of the Decision Making Unit (DMU) and complete profile of each
individual account within the allocated target market list.
·
Keep the customer informed on the
entire Customer Journey and processes associated with it (on-boarding process,
billing process, support process etc.)
·
Knowledge about competitors
activities, market trends and competitor market share within your target market
list
·
Timely submission of recurring
incidences per account or per escalation type
·
Track and report on all churn
attempts, clearly indicating reasons for churn and associated effort to
abate churn including success rate
Revenue
·
Drive Revenue growth on all accounts
and increase product penetration per assigned accounts.
·
Identify opportunities for
cross-selling and upselling to promote organic growth in the accounts under
management and assign identified leads
·
Contact all existing customers within
the TML (target market list) to cross sell Safaricom products and services
·
Generate new leads and referrals
through ongoing initiatives. Escalate all leads requiring visits to the
respective territory managers
·
Educate customers on all our products
and services while delivering high quality service to our customers
Customer Satisfaction
·
Maintaining strong and deep
relationships with accounts under management
·
Following through on all issues to
ensure closure
·
Maintaining communication with the
customer throughout the customer journey
Reporting
·
Maintain 100% accuracy on reporting
on daily customers activities
·
Timely submission of reports such as
total customers contacted, leads/referrals generated, Customers feedback and
profiling reports
·
Maintain an accurate contacts
database for regular & key contacts and information for
accounts under management in liaison with the Relationship Manager
·
Flag any recurring incidences per
account or per escalation type, and send to direct manager
·
Prepare a daily report on all
incidents reported, escalations and churn alerts
Requirements
·
Degree from a recognized university;
diploma holders with substantial customer care/ Sales experience and an
excellent performance track record will be considered;
·
2 years working experience in a
customer service environment, or the ability to demonstrate the skills required
for the effective supervision of a team;
·
Excellent knowledge of Safaricom
products and services;
·
Excellent knowledge of Safaricom
processes policies and procedures;
·
Demonstrable good written and verbal
communication skills;
·
Excellent ‘people skills’ for
building relationships with colleagues at all levels;
·
Positive, Proactive, confident,
energetic and able to work under pressure
How to Apply
Legal & Secreterial Services
Department Internships
Location: Nairobi,KE
Department Description
We are pleased to announce the
following Internship vacancy in the Legal & Secretariat Department within
the Corporate Affairs Division. In keeping with our current business needs, we
are looking for a person who meets the criteria indicated below.
Brief Description
The main aim of the legal internship
is to give Law students an opportunity to gain practical experience and to
apply theories and education instructions in a professional setting under the
guidance of experience professionals.
Responsibilities
·
Work closely with the Advocates and
other staff in the Department.
·
Prepare inter alia, commercial
contracts, letters, conveyance documents etc.
·
Carry out administrative duties in
the Department.
·
Liaise with other departments in the
Company to realize inter-departmental goals and projects.
Requirements
·
On-going Law student from a
recognized University
·
Have proven interpersonal skills.
·
Excellent communication and written
skills.
·
Good organizational skills.
·
Computer literate
How to Apply
Dealer Manager
Location: Nairobi,KE
Department Description
We are pleased to announce the
following vacancy in the SME Sales and Regional Operations within the
Enterprise Business Unit Division.
In keeping with our current business
needs,we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Senior Manager
Indirect Channels – SME Sales & Regional Operations , Senior Officer –
Dealer Sales Manager to develop,manage and execute sales business plans through
the Dealer channel to ensure month on month growth, profitability and retention
of successful Dealers.
He/She will be accountable for NPS
delivery though 1st level sales support to Dealers,manage day to day assigned
Dealer sales operation to meet overall revenue andacquisition targets.
Responsibilities
·
To develop plans to achieve set
billing revenue targets through theDealers and ensuring their achievement month
on month.
·
Proper management of Dealer
salestrackers to ensure enough sales pipelines to achieve the revenue targets.
·
To on board through the Dealerchannel
new customers on to Safaricom enterprise products & services
·
To ensure quality acquisition
throughthe Dealer channel by selling the correct enterprise products &
services tothe customer.
·
Identify and propose strategic
dealers topenetrate the SME market and achieve the set KPIs
·
Act as liaison with other departments
and BusinessUnits to find ways to improve Dealer performance, from acquisition
andretention perspective.
·
Regular performance review and
business reviews with the dealer toidentify opportunity areas for assigned
Dealers.
·
Conduct DOSA as per company
standards.
·
Dissemination of the relevant
communication to assigned dealers and provide market Intelligence from the
Dealers.
Requirements
·
A degree in Business Administration/B-com
or equivalent from recognized university.
·
Must have 2 years’ experience in
managing Dealers or an Indirect channel partners.
·
Experience in managing indirect
channels in a telecoms environment is an added advantage.
·
Strong relationship building skills,
teamwork and interpersonal skills.
·
Ability to inspire and manage a sales
team,deliver results and meet and surpass targets;
·
New business development skills.
How to Apply