Dealer Operations IT Support Lead at Safaricom Kenya

Brief Description 

Reporting to the Cluster Technical Tribe Lead, Channels IT, the job holder will run with administrative and operational support to Safaricom partners, like dealerships and franchises, ensuring smooth operations. They will be the main contact for the partners, addressing technical questions and supporting operational processes, policies, and systems. They resolve localized system issues and help implement new solutions to enhance productivity. Additionally, they will collaborate with regional and partner management teams to integrate business processes and ensure full adoption of partner systems for desired business outcomes.

Key Responsibilities:

Partners’ IT Support Strategy

• Develop and execute a comprehensive partners’ IT support strategy aligned with organizational goals and dealer and franchise needs, prioritizing initiatives to improve digital engagement and drive business outcomes. 
• Creation of processes that ensure highest service levels and partner NPS as per business targets.
• Definition of SLAs and OLAs with internal and external technology partners

Partner IT Operations and Support

• Serve as the primary IT services point of contact for dealer and franchise outlets.
• Addressing technical inquiries and providing resolution and feedback within SLA.
• Liaise with other IT functions in resolving escalated tickets within SLA.
• Providing IT support related to systems operational processes and policies.
• Resolution of localized system issues affecting Safaricom partners within SLA. Proactively resolve similar incidents.
• Responsible for proactive maintenance across all the franchise outlets ensuring the service levels of the end user devices at the franchise outlets are met.
• Ensuring all end user device incidents are resolved within SLA. 
• Generate reports on tickets, analyze trends, and identify opportunities for optimization and improvement and share with service owners for resolution. 
• Adhere with the Vendor management processes and standards of Safaricom.

Channel Development and Enhancement

• Lead the development, enhancement, and optimization of digital channels, including websites, mobile applications, portals, social media platforms, chatbots, and other digital touchpoints in the dealer and franchise ecosystem.
• Conduct thoughtful and valuable stakeholder engagements (Users) to elicit feedback on systems use / improvement needs and translate the same into business requirements to guide automation opportunities.

Compliance and Security

• Ensure Dealer Support Analysts comply with relevant laws, regulations, and industry standards related to data privacy, security, accessibility, and digital rights management.  
• Adhere to Data Protection Act and Safaricom Code of Ethics for Employees with Privileged Access with regards to all Data.  
• Implement measures to protect user data, secure transactions, and mitigate exposure to cybersecurity risks.

Stakeholder Management and Collaboration 

• Collaborate with regional & partner management teams to embed business processes and routines, driving full adoption and use of partner systems to derive desired business outcomes.
• Support the resolution of dealership and franchise escalations and complaints, working closely with stakeholders to ensure prompt resolution and customer satisfaction. Formal tracking of recurring issues and ensuring permanent closure.
• Collaborate with internal teams to ensure timely resolution of issues affecting dealership and franchise outlets.

Continuous Improvement and Innovation

• Skills and capability development of the dealer support analysts on industry trends and best practices in dealership and franchise operations, contributing to continuous improvement initiatives.
• Identification of opportunities for service improvement and following through to adoption.

Qualifications

• Bachelor’s degree in computer science, Information Systems, IT, Commerce, or equivalent qualification(s). 
• At least Three (3) to Five (5) years’ knowledge and experience in systems analysis applying agile frameworks in dealer and franchise environments.
• Knowledge in trade distribution and financials, dealer and franchise outlet operations
• Experience in Business Relationship Management.
•  Solid experience in IT service delivery. 
• Technical experience in Oracle Financials ERP and service integration technologies will be an added advantage.
• Possess high professional and ethical standards. 
• Be a strategic thinker with an analytical mind.