1. Orange Money Product Manager (MFS) Job in Nairobi, KenyaPosition: Product Manager - MFS
Region: Nairobi
Reporting to: Head of Product Management – Mobile Financial Services (MFS)
Range: R2U
Department: Orange Money
Role Purpose: Responsible for the total life cycle of the Products. Responsible to deliver high quality, and cost-effective implementation of MFS product and promotions initiatives.
MFS Product manager will champion the acceptance of new and innovative products internally and externally.
The Product Manager is responsible for the product planning and execution throughout the product lifecycle, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with IT, Agency, marketing and support to ensure revenue and customer satisfaction goals are met.
The Product Manager – MFS will also be responsible for continued monitoring of the product and service portfolio, system performance and overall user experience, defining necessary service and feature improvements.
Key Duties and Responsibilities
Work with the Head of Product and commercial teams to define the strategic product roadmap.
Local research and development aimed at improving current products or developing new ones to satisfy consumer demand and substantially contribute to MFS revenues and profitability growth.
The product manager will need to develop business cases for all new products and services and track the performance of the deployed products and services against their business cases.
Work closely with the Marketing Team to review and use consumer insights to aid the ideation process
Develop pre-launch quality check procedures.
Project management of the development and deployment of new product and services.
Supply all documents and material to the Training and Testing Manager to ensure that training material can be produced and disseminated to all channels.
To establish revenue assurance as integrated function within Orange Money products and services
Work with the Training and testing manager to develop adequate training plan with KPls for product portfolio roadmap
Work with the Training and testing manager to design manuals and training support materials (Call center , Agent network, etc)
Driving a solution set across development teams (primarily
Development/Engineering, and Marketing Communications) through market requirements, product contract, and positioning.
Developing and implementing a company-wide go-to-market plan, working with all departments to execute.
Analyzing potential partner relationships for the product.
Responsible for providing the marketing and agency teams with the necessary technical and functional descirption to enable them to sell and communicate the product and promotions.
Responsible for providing the IT team and wallet system provider team with the necessary technical and functional description to enable them to developpe and implement the product and promotions.
Act as point of first reference for all product related enquiries and work collaboratively with colleagues.
Design market research projects to assess customer attitudes to the current product range and new product introductions.
Responsible for preparing forecasts and business cases for each current product and new product in collaboration with the marketing team
Establish KPIs, conduct monthly performance evaluations of products and monitor product and service uptake.
Maintain strong ties and consistent communication with Marketing and Technical teams to capture appropriate commercial requirements and manage technical implementation and project timelinesAcademic / Professional Qualifications
Relevant University Degree, commercial focus preferred
3-5 years’ relevant experience in a managerial or specialist role within a Telecommunications or Financial Services environment, relevant experience in product role, i.e. product development, processes and support.Professional Skills:
Project Management – experience with management of large projects 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 opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
2. Orange Money Trade Marketing Manager Job in Nairobi Kenya
Position: Trade Marketing Manager – Mobile Financial Services (MFS)
Region: Nairobi
Reporting to: Head of Marketing - MFS
Range: R2L
Department: Orange Money
Role Purpose: The position will be responsible for delivering customer acquisition targets through effective acquisition and training of mobile money customers.
Key Duties and Responsibilities
Effectively identify alternative acquisition channels and develop the recruiting strategies to bring new customers on board directly and within the established distribution channels.
Stimulate innovation and consumer focus throughout direct acquisition channels and formal channels.
Coordinate delivery systems to ensure compliance of company’s MFS subscriber acquisition targets.
Coordinate resolution for all MFS distribution and subscriber acquisition issues by escalating to the relevant stakeholders.
Ensure all agents operate at their agreed levels, as per key agent indicators; i.e. customer acquisition.
Manage all acquisition activities within agreed budget levels.
Monitor all new acquisitions based on date and channel activation, ensure that best practice is identified and communicated to the direct sales team and the channel.
Draft acquisition targets for all channels monthly and monitor against achievement weekly.
All new acquisitions must be monitored ensuring that agreed activity levels for new subscribers are maintained.
Monitor customer activity levels acquired through all channels, adjust acquisition activities inline with the findings as well as sharing best practice with entire trade marketing team.
Ensure all customer acquisitions are completed in line with the Policies and Procedures defined by Telkom Kenya. This includes adherence to all KYC stipulations by the Kenyan Central Bank.
Ensure full adherence to the document management policy for all customer registrations.
Ensure that all channels adhere to the KYC policy as prescribed by the MFS division.
All deviations from the on boarding policy must be flagged and addressed immediately.
Weekly plans must be complied and distributed nationally ensuring that all acquisition channels meet and exceed their agreed targets.
Reporting weekly/ monthly/ quarterly & annual operational and management reports on acquisition & completed ongoing and planned activities.
Supply reporting as prescribed by HOD and senior management.
Work with Speed Simplicity and Trust.
Manage team of outsourced Trade Marketing Representatives (TMR) to achieve agent and merchant acquisition targets
Establish KPI’s and monitor performance of TMRsAcademic / Professional Qualifications
At least 3 years’ experience in sales or marketing role in a corporate multinational environment with an outstanding sales performance record.
Training in sales management, customer relationship management, business administration and team building courses, will be advantageous.
Good understanding of financial principles, understands financial ratios, can interpret standard financial statements.
Experience in and Knowledge of Telecoms industry (advantage).
Driving license is a necessity.Professional Skills:
Proven planning, sales & distribution management skills
Good negotiation skills
Proven record of sales & revenue targets being hit
Strong written and verbal communication skills (Swahili and English).
Relationship building skills
Strong interpersonal skills
Strong financial analysis and interpretation skills
Ability to manage a team, and support staff (Team player).
Result driven
Strong customer service background.
Strong project management and reporting skills.
Strong Commercial deal structuring skills.
Strong stock management skills.How to Apply
This position is opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
3. Orange Money Training and Testing Manager (MFS) Job in Nairobi Kenya
Position: Training and Testing Manager - MFS
Region: Nairobi
Reporting to: Head of Product – Mobile Financial Services (MFS)
Range: R2L
Department: Orange Money
Role Purpose: Reporting to the Head of Product – MFS, overseeing the testing of products and services, as well as development of all training material for Mobile Money.
The role will be responsible for managing the testing of all product and services.
The Training & Testing Manager – MFS will also be responsible for continued monitoring of the knowledge levels within all channels.
Key Duties and Responsibilities
Conducts training needs assessment by collecting information pertaining to work procedures, work flow, and reports; understanding job-specific functions and tasks.
Determines system utilization requirements by researching and testing systems.
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.
Maintains quality service by establishing and enforcing organization standards.
Evaluates training by evaluating effectiveness of training to specific job applications.
Maintains technical knowledge by attending educational workshops; reviewing publications.
Contribute to team effort by accomplishing related results as needed.
Meet with system users, vendors and product team to understand the scope of projects.
Identifying business requirements for new products and ensure these are covered in the testing plans.
All testing must be completed with full project plans, including ;monitoring applications and software systems; stress testing;
performance testing;
functional testing;
scalability testing;
running manual and automated tests;
testing in different environments including all channels eg web and mobile resource planning;
Providing objective feedback to software development project teams.
Assist in resolving problems.
Designing tests to mitigate risk.
All finding must be presented to product team.
Trainer and Testing Manager needs to work on multiple projects at one time;
Undertake leadership of all training and testing activities.
Establish KPIs, conduct monthly performance evaluations and plan staff training and skills improvement.
Maintain strong ties and consistent communication with Marketing and Technical teams to capture appropriate commercial requirements and manage technical implementation and project timelinesAcademic / 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.
Degree, B.com Marketing, Project Management commercial focus preferredProfessional 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 opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted
4. Orange Money MFS Proposition Manager Job in Nairobi, Kenya
Position: MFS Proposition Manager
Region: Nairobi
Reporting to: Head of Marketing - MFS
Range: R2L
Department: Orange Money
Role Purpose: Reporting to the Head of Marketing – MFS, the MFS Proposition manager will be responsible for defining the revenue targets per product, segment and region in conjunction with the HOD, as well as planning and implementing the strategic pricing, promotions and campaigns in order to achieve the set targets.
Key Duties and Responsibilities
Revenue planning and target setting of all MFS products and services per segment and region. Implementing the comprehensive marketing plan to achieve targets per month.
Perform and report to management on work done on Customer Insights, including base segmentation, usage analytics, research and reporting, competitor and environmental scans, tariff comparisons, including coordinating external research activities requested by development partners.
Develop and maintain the business case for the tariffs and promotions of each live product and motivate management to approve the tariffs and promotions as per the delegation of authority.
Develop new tariffs and promotions and campaigns, and manage the projects to launch the same into the live environment together with IT and Billing, Product Team, Brand and Marketing Communications, Sales and Distribution and the Public Relations Divisions.
Post Implementations reviews on tariffs, promotions and campaigns and Month end reporting on achievement of targets and progress against the Marketing Plan.
Assist in defining innovative product and service roadmapAcademic / Professional Qualifications
Degree in Marketing or other relevant field (or equivalent).
3-5 years relevant experience in a role within a Marketing environment, having being exposed to all disciplines. Telecoms product marketing experience preferred.
Relevant post graduate diploma or degree, Marketing/commercial focus preferred Swahili & English (fluent)Professional Skills:
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
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.
Enthusiastic and energetic – develop and maintain great working environment
Presentation and communication skills – superior, both written and oral.
Experience in report writing an advantage, expert word processor and PowerPoint skills a distinct advantageHow to Apply
This position is opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
5. Orange Money Product & Operations Manager Job in Nairobi, Kenya
Position: Product & Operations Manager – Mobile Financial Services (MFS)
Region: Nairobi
Reporting to: Head of Product Management – Mobile Financial Services (MFS)
Range: R2U
Department: Orange Money
Role Purpose: Reporting to the Head of Product Management – Mobile Financial Services (MFS), and overseeing the Product Specialist Team, the role will be responsible for managing the implementation of the product and service roadmap, as well as daily MFS operations and processes.
The Product & Operations Manager – MFS will also be responsible for continued monitoring of the product and service portfolio, system performance and overall user experience, making necessary technical and operational improvements.
Key Duties and Responsibilities
Work with the Head of Product and commercial teams to define the strategic product roadmap.
Manage the implementation and development of consumer and business products and services for the MFS division, working with all technical and commercial teams to launch approved products and services.
Manage the implementation of approved change requests pertaining to Mobile Money tariffs, business rules, and improvements to technical /service functionality, working with all technical and commercial teams.
Monitor the customer experience for consumer, corporate and distribution users of the MFS systems including testing of changes, training of customer facing teams, and 2nd line support for distribution and corporate customers.
Perform MFS product operations and processes, including reconciliation with 3rd parties, daily monitoring and reporting on operational indicators and performing operational reports to support finance, sales, distribution and customer service teams.
Support the Legal and Regulatory Division, implement Anti Money Laundering (AML) and compliance controls and monitoring, data clean up and sanitisation, reconciliations, audit and fraud management and Central Bank Reporting and oversight support.
Undertake leadership of the Product & Operations Team and manage execution of section objectives.
Establish staff KPIs, conduct monthly performance evaluations and plan staff training and skills improvement.
Maintain strong ties and consistent communication with Marketing and Technical teams to capture appropriate commercial requirements and manage technical implementation and project timelinesAcademic / Professional Qualifications
Relevant University Degree, commercial focus preferred
3-5 years relevant experience in a managerial or specialist role within a Telecommunications or Financial Services environment, relevant experience in product operation role, i.e. product development processes and support.Professional 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 opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
6. Orange Money Agency Administration Manager (MFS) Job in Nairobi, Kenya
Position: Agency Administration Manager - MFS
Region: Nairobi
Reporting to: Head of Agency Network– Mobile Financial Services (MFS)
Range: R2U
Department: Orange Money
Role Purpose: Reporting to the Head of Agency Network – MFS, and overseeing the distribution administration Team, the role will be responsible for managing the operations and administration the Agency Team, handling escalations from the Call Centre relating to the distribution as well as daily MFS operations and processes.
The Agency Administration Manager – MFS will also be responsible for continued monitoring of the the liquidity performance of the distribution as well as managing the processing of applications for the distribution channels.
Key Duties and Responsibilities
Manage the day–to-day planning, the agency administration team and ensure the team adheres to the work schedule and achieves the required daily SLA targets and quality standards.
Prepares and submits regular weekly statistical reports to management and the administration team providing analyses and action plans to that address areas of opportunity.
Provide the statistical data on escalations from the the distribution channel to back office support at the contact centre
Develop and maintain a database for Agents and Partners created on the mobile money system or other data repository, as required.
Manage the channel recruitment process from receipt of the applications through to handing over the application to the product team, inline with the Channel recruitment process, once the applications have been completed the Agency administration team will continue the process with the distribution team.
Provide recommendations for product and process development based on customer feedback and from the analysis reports of the escalations.
Manage the Back-Office team, prepare Back Office weekly and monthly KPIs report for RA and Head of Product & Operations
Commission calculations for the entire distribution, revenue share, airtime re-imbursement commission (check accruals for all commission structures), drafted for approval for payment
Float management analysis-float level in the market up to the distribution team.
Float prediction based upon analysis of float utilisation, and communication to the channels to ensure that there is sufficient orders.
Analysis-revenue, costs, tariff, transaction type
Airtime reconciliation between IN and CWS
All wallets reconciliations-MIC super agent, bank balance wallets etc.
Undertake leadership of the Agency Administration Team and manage execution of section objectives.
Establish staff KPIs, conduct monthly performance evaluations and plan staff training and skills improvement.
Maintain strong ties and consistent communication with Marketing and Technical teams to capture appropriate commercial requirements and manage technical implementation and project timelinesAcademic / Professional Qualifications
Degree in Marketing, Business or other relevant field
3-5 years relevant sales and distribution experience
Proven experience in managing Telco/Banking agency networks and sales and distribution operationsProfessional Skills:
Proven management and motivation skills
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions, expert spread sheet skills a distinct advantage
Adept in administration demonstrating a deep understanding in the adherence and formation of exhaustive processes
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 opened 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 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.
7. Orange Money Customer Care Supervisor (MFS) Job in Nairobi Kenya
Position: Customer Care Supervisor - MFS
Region: Nairobi
Reporting to: Customer Care Manager – Mobile Financial Services (MFS)
Range: R2L
Department: Orange Money
Role Purpose: Reporting to the Customer Care Manager – MFS, handling escalations from the Call Centre, overseeing the performance of the customer care agents on duty as well as daily MFS operations and processes.
The Customer Care Supervisor – MFS will also be responsible for continued monitoring of the the contact centre agent performance.
Key Duties and Responsibilities
Troubleshoot and resolve all allocated mobile money escalations each day and for escalated issues ensure resolution within the defined SLA targets.
Ensure timely feedback is given to the respective customers’ on their reported issues.
Ensure that the Customer Care Agents achieve customer satisfaction levels and minimize customer dissatisfaction by providing regular feedback to the internal /external customers’ until resolution of the reported issue(s).
Use the signed off processes and procedures as part of your working tools.
Demonstrate knowledge proficiency with respect to the company’s signed off processes & procedures and company’s products and services.
Complete the necessary call/email/social media interactions in the CRM system/tool and document the customer/agents/partners’ complaints, issues and subsequent solutions.
Enter customer data and other relevant information into customer service systems(CRM) or other data repository, as required.
Respond to the written customer correspondence on behalf of customer service operations as per the signed off correspondence guidelines/templates.
Manage the shifts of the Customer Care Agents to ensure that there is full availability of agents during peak on non-peak time, ensuring that the KPI’s are maintained above the specified limits.
Monitor the performance of the agents advising on top performers and ensuring poor performers are managed in line with agreed policy.
Adhere to shift work schedule as planned.
Provide recommendations for product and process development based on customer feedback and from the analysis report of the escalations.
On a rotational basis, prepare and submit an analysis report of the daily & monthly escalations
Make recommendations on policy and procedural changes to improve the agent /partner experience, customer experience, increase revenue and retention, and decrease operating costs.
Actively participates in team meetings
Forms relevant functional relationships at all levels in the organization
Works according to Orange Moneys policies and procedures
Makes optimal service suppliers and authorities in own area of responsibility
Manage operations of the outsourced call centerAcademic / Professional Qualifications
Bachelor’s Degree business related
3-5 years’ experience in customer care
Experience in Mobile Money and/or Telco customer care is preferredProfessional Skills:
Proven management and motivation skills
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