Multiple Job Opportunities at Safaricom Kenya - 5 Positions

Brief Description 

Reporting to the Head of Department – Ethics & Compliance, the successful candidate will be required to lead fraud and other ethical investigations within Safaricom by proactively gathering, evaluating investigation evidence and recommending actions to be taken including changes to processes to reduce exposure to Fraud risks. This role will be responsible for managing a team of investigators both corporate and attached law enforcement officers. 

Fraud Investigations Job Detailed Description 

• To identify, propose and lead the implementation of strategic objectives for the Fraud Investigations Team;
• To analyze and evaluate information/evidence gathered, identify investigation objectives, define investigative approach and ensure investigations are executed according to work-plan within SLAs defined;
• To manage all fraud investigations and ensure that they are cost-efficient and are conducted within budget & agreed timelines;
• To undertake significant fraud investigations for sensitive & high-level cases as instructed/escalated by senior management;
• Managing and strengthening engagement with Law Enforcement Agencies & Criminal/Civil Justice system e.g. CID/regular/Administration Police, Cyber-crime, Interpol, Banking Fraud, Kenya Revenue Authority, Ethics & Anti-corruption Commission, Kenya Army, Lawyers, Judges/Magistrates and Prosecutors etc. in the fight against crime & fraud;
• Managing and strengthening engagement with other Industry & non-industry players to enhance co-operation on mutually beneficial information, fraud investigations, asset tracing & recovery etc;
• To oversee and effectively manage risk-based intelligence-gathering networks in all areas of business;
• To develop and maintain a regular KPI monitoring and reporting system to EXCO & Board Audit Committee;
• To propose, discuss and agree recommendations to improve control weaknesses identified during investigations and regularly follow up for their implementation;
• To effectively manage investigative tools and ensure they are only used as and when required. 

Requirements for Fraud Investigations Job 

• A graduate with a bachelor’s degree is a MUST, preferably in Forensics, Engineering, IT, Accounting, Commerce or any business degree. A Masters’ degree in any of the above fields is an added advantage;
• Professional certification in Fraud Examination, Auditing, IT Security, Accounting, Risk management or Information systems audit is a MUST;
• Have at least 8 years’ experience in an auditing, forensics or risk management environment;
• Highly developed interpersonal and communication skills;
• High level experience and skills working with many stakeholders;
• Ability to work with speed and within short timelines;
• High degree of integrity.

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Brief Description 

• Reporting to the Head of Department – Enterprise Commercial Operations, CVM & Segments; the position holder will drive implementation of enterprise vertical segments strategy.
• He or she will be responsible for development of segment insights, opportunity mapping, relevant propositions and go to market strategies to enable Safaricom achieve its short and long term business objectives. This role will also be responsible for managing segment leads under allocated segments. 

Segment Manager Job Detailed Description 

• Development of Key Enterprise Segments – Define and execute segment growth strategies and end-to-end periodic planning activities for the segment;
• Provide direction for internal and external research projects and activities aimed at improving the company’s understanding of the Enterprise market and segments;
• Development of sound segment insights from customer’s point of view;
• Development of insight led relevant vertical segment propositions;
• Recommend sales volume and revenue targets – Contribute to annual business planning process by preparing the forecasts, analysis, detailed strategy with concrete action plans for allocated Enterprise Vertical segments;
• Development of solid go to market plans for each segment proposition;
• Define end to end CARE promises for target segments;
• Communicate and build internal awareness and understanding of various segment profiles, needs, and value propositions etc., to ensure overall efficiency in serving target segment. 

Requirements for Segment Manager Job 

• Degree in marketing /Statistics/ICT or business related discipline.
• 7-10 years hands on experience in a product management/customer analysis role in a highly competitive commercial environment
• Strong customer focus with proven experience in customer need analysis and opportunity mapping
• Experience in managing and developing teams
• Strong awareness of market trends, competitive impacts and market opportunities
• New business development skills.

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The Account Relationship Manager at Safaricom will manage an assigned list of Strategic Accounts (TML-Target Market List). The key objective is to drive driving segment propositions and business revenues to exceed targets. This will be through acquisition and retention of baseline under their management. 

Account Relationship Manager Job Detailed Description 

• Customer Acquisition & Revenue Growth
• Identify growth prospects (New/Up-sell/Cross-Sell) within the TML
• Drive identification and adoption of relevant segment propositions
• Device strategic plans for Relationship penetration and ensure implementation of tactical plans including pipeline management.
• Proactive Relationship performance management and tracking
• Grow Solution Sales within assigned TML; through acquisition and penetration.
• Provide thought leadership and Insights from customers engagement
• Relationship & Baseline RETENTION
• Develop and execute customer ring fencing strategies
• Stimulate existing prepositions within assigned TML
• Develop strong relationships at CXO and wider Buying Centers to understand mid-to-long term customer objectives.
• Churn Management
• Contract Management: Follow up on all existing contracts & renewal.
• Provide insight into the refinement of customer journey processes
• Timely response to customer correspondence (not later than 24 Hrs.)
• Flag potential escalations timeously. 

Relationship Account Development Planning 

• Formulate and manage customer relationship through up-to-date Account Development Plans.
• Leverage company assets (events & activities) to nature relationship with key stakeholders (CXO & Buying Centre). 

Reporting

• Manage reporting cycles (daily, weekly, and monthly).
• Strict adherence on use of CRM (SFA) systems for progressing customer orders and reporting.
• Timely circulation of customer meeting minutes (Not later than 24 Hrs.) 

NPS

• Drive Net Promoter Score by:
• Maintaining strong and deep relationships with accounts under direct management
• Follow through on all customer issues until closure.
• Maintaining communication with the customer throughout the entire customer journey. 

Requirements for Account Relationship Manager Job 

• A Bachelor’s degree
• At least 3 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
• Industry certifications would be an added advantage.

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Brief Description 

• Reporting to the Senior Manager, Discerning Professionals Segment, the position holder, in conjunction with the Segment Senior Manager, will be responsible for driving end-to-end delivery of Customer Value proposition within the Young Flashers sub-segment and ensure that the segment plans are implemented accordingly, in alignment with overall segment strategy, consumer needs and requirements. 

Discerning Professional Job Detailed Description

Responsible for delivering on segment plans 

• Responsible for segment metrics
• Deliver E2E plan of the Young Flashers sub- segment and Customer Life Cycle (revenue, ageing, control decline, reduce churn) aligned to the overall Segment P&L
• Maintain a pulse on the segment, offering regular insight and information on segment trends, habits, culture and behavior that can inform segment plans and strategy
• Develop segment implementation plans based off the over-arching segment strategy
• Collaborate with Sales, Customer care, Product & Services, Finance, Technology, Brand Experience, Marketing and key stakeholders to ensure successful implementation of segment plans
• Monitor and report on delivery of plans, KPIs and objectives.
• Project manage all tween segment implementation plans till delivery by working with Virtual Business teams and the Joint Delivery Teams
• Prepare and update all documents for all propositions and plans within the Young Flashers
• Present Young Flashers sub-segment performance in monthly reviews (Customers, Revenues, Share, TOMA, Consideration, Bonding, NPS, ARPU, Smartphones, Data Usage)
• Responsible for the development of an annual/bi-annual/segment implementation plans

Requirements for Discerning Professional Job 

• Upper second class degree in Business or Commerce from a recognized University
• 3 years working experience in Telecom or FMCG with exposure to Segment Marketing
• High level knowledge of Commercial knowledge.
• High level knowledge of MS Office applications.

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Brief Description 

Reporting to the Senior Manager – Transmission and IP Engineering, the position holder shall be tasked with Planning, design and optimization of reliable IP transport systems/networks in support of all Safaricom’s core services including mobile and fixed services.

IP Planning Engineer Job Detailed Description 

• Network planning, design, reviewing, optimization and evaluating the network performance
• Timely delivery of key projects to ensure network quality standards are met at all times
• Monitor overall infrastructure resources utilization such as bandwidth within KPI targets as per KPI doc. Capacity for traffic growth to be provided in accordance with overall projected growth
• Align network plans with business requirements to ensure all services are transported efficiently
• Coordinating change management activities to minimize impact on service availability
• All the capacity and quality KPI’s to be met in accordance with Tx target
• Ensure tools availability and accuracy to provide FCAPS and modelling capabilities
• New enhanced features to be implemented as per the roadmap to continuously improve network capacity and quality.
• Preparation of tender / Capex documents
• Impact Assessment Report of proposed new network systems, services showing anticipated improvement of identified KPI – network situation before/after change released during evaluation process.
• Creation of integration and functional acceptance tests documentation for every new systems/products/services before 

Requirements for IP Planning Engineer Job

• Bachelors degree in Computer Science, Telecommunications Engineering or related fields
• At least 8 years experience in network planning/design and operations in a large service provider environment
• Relevant IP professional qualifications – CCIE Preferred
• Involved in Strategy Modeling, Planning, Design and Optimization of reliable transmission systems /networks
• In-depth understanding of IP network protocols – BGP, MPLS, OSPF, ISIS
• Excellent communication and motivational skills in line with the management of a multi skilled team
• Knowledge in transport/data communication planning design and optimization tools
• Excellent communication and interpersonal skills
• Troubleshooting and problem solving skills
• Project management and business cases development
• Accurate documentation and reporting skills