Brief Description

Reporting to the Head of Strategy ,The position requires comfort with ambiguity, relentless curiosity and structured thinking. The role is within Safaricom’s Business Development & Strategy Division, a team that looks to the future and shapes Safaricom’s next growth frontiers. The strategy team drives problem framing, data-driven thinking, strategic analysis, and macro-economic evaluation in order to deliver thoughtful recommendations to drive clarity of action for senior business leaders. Our approach drives a constantly evolving Safaricom that delivers on the company’s vision to Transform Lives. To assist in formulation and following through to ensure execution of Safaricom’s Corporate Strategy.  Champion strategic planning by providing thought leadership on changes taking place within the industry.

The role will support and lead the elements of strategy planning & implementation within the company by providing solutions to business issues & challenges ,to provide strategic direction to the company, by constantly researching, benchmarking, publishing accurate and factual information for decision making.

Detailed Description

• Play a critical role in strategy development, business planning and business performance reviews.
• Develop deep domain expertise in relevant industries vital to Safaricom’s business strategy
• Partner with cross-functional teams to identify growth opportunities and go-to-market strategies that drive value for Safaricom and its customers.
• Build relationships and work closely with key business leaders across the company to understand the challenges their businesses face.
• Lead critical decision analysis workstreams that tackle ambiguous and complex analytical problems. Translate analysis into meaningful business insights. Build potential options and actionable recommendations around those insights.
• Craft a strategic story out of the numbers.  Present complex analytical findings in a clear, concise, and decision-impacting manner. Influence leadership.
• Plan the Quarterly Business Review (QBR) forum to facilitate quarterly business prioritization (in line with strategy) and completion of action points arising out of QBR and strategy mission status review sessions.
• Prepare materials for Safaricom Board meetings as required
• Assist with special projects as they develop

QUALIFICATIONS

• Problem Solver. You can identify the key issues that impact business decisions and have excellent analytical skills to drive insights.
• Catalyst and Persuasive Storyteller. You can influence others and have a strong track record of breaking down complex information into compelling narratives and tailoring your message to different audiences.
• Organized project and program manager with the ability to effectively plan and engage internal / external stakeholders to achieve business goals.
• Proactively identify tasks and have an attitude that “finishes the work” to a high level of professionalism.
• Strong people skills and ability to communicate and coordinate effectively with individuals at all levels of the organization.
• Able to guide strategy analysts in performing structured analysis to help frame and ultimately solve large, complex, and ambiguous problems.
• Able to work under short deadlines and juggle multiple tasks at once in a fast-paced environment.
• Bachelor’s degree in Economics, Business, Engineering, Finance, Mathematics, Actuarial Science, Statistics, or similar discipline; MBA Preferred.
• 7+ Years – Strategy and/or Business planning, experience with financial/economic analysis preferably in consumer/enterprise connectivity business and Technology (ICT, IoT, Content, etc.)

Brief Description

Reporting to the Head of Strategy the position holder will support the strategy team deliver the strategy mandate, co-ordinate a full range of activities within the strategy section and participate in strategy initiatives as directed a position that requires comfort with ambiguity, relentless curiosity and structured thinking. The role is within Safaricom’s Business Development & Strategy Division, a team that looks to the future and shapes Safaricom’s next growth frontiers. The strategy team drives problem framing, data-driven thinking, strategic analysis, and macro-economic evaluation in order to deliver thoughtful recommendations that drive clarity of action to senior business leaders. Our approach results in an evolving Safaricom that delivers on the company’s purpose to Transform Lives.

Detailed Description

• Support the preparation of required business analysis and build detailed financial and operational models for investments / new business initiatives to reflect business and market conditions. 
• Analyze Safaricom’s existing business models and new growth initiatives pipeline, including business plans, investment levels and growth potential.
• Play a critical role in strategy development, business planning and business performance reviews.
• Work closely with the Senior Manager, Strategy to plan the Quarterly Business Review (QBR) forum to facilitate quarterly business prioritization and completion of action points arising out of QBR and strategy mission status review sessions. 
• Maintain the business strategy reporting platform and guide internal mission champions on strategy review cadence and outcomes from divisional / departmental mission review sessions. Liaise with platform provider on technical issues and improvements. 
• Perform business case development, detailed decision analysis and derive meaningful business insights and recommendations that result in potential strategic options and actionable insights.
• Identify and collect relevant research reports and news articles relating to Safaricom’s business, highlighting trends, issues, competitive profiles etc.
• Support preparation of materials for Safaricom Board meetings as required
• Demonstrated knowledge of / experience in strategic business planning concepts
• Team Support – Miscellaneous support to the Strategy team especially during preparation for key milestones and meetings
• Assist with special projects as they develop

QUALIFICATIONS

• Strong people skills and ability to communicate and coordinate effectively with individuals at all levels of the organization.
• Ability to perform structured analysis to help frame and ultimately solve large, complex, and ambiguous problems.
• Ability to work under short deadlines and juggle multiple tasks at once in a fast-paced environment.
• Organized project and program manager with the ability to effectively plan and engage internal / external stakeholders in order to achieve business goals.
• Ability to proactively identify tasks and have an attitude that “finishes the work” to a high level of professionalism. 
• Bachelor’s degree in Economics, Business, Engineering, Finance, Mathematics, Actuarial Science, Statistics, or similar discipline.
• At least 3 years of experience with a focus on business strategy, management consulting, financial modelling, business analytics or related fields.
• Knowledge of advanced Excel functions.
• Prior experience in / familiarity with telecommunications, technology, retail, or consumer businesses preferred.

Detailed Description

Reporting to the Team Leader in Customer In-Life, the holder to develop and manage premier customer relations by offering after sales support and dealing with customer escalations within defined SLAs. The holder will also ensure customers receive excellent levels of both service and customer experience across the In-life Management chain for SME.

Roles and Responsibilities

• 100% retention & 5% growth of defined baseline revenue (across all products) within the given period.
• Avert Churn by < 1% of Baseline Revenue
• Minimize Credit Notes for the TML to less than < 0.5% of Baseline Revenue
• Identify opportunities for cross selling, upselling and stimulating organic growth in the accounts under management and assign identified leads.
• Proactive ring fencing strategies with the aid of trend analysis from the CVM team.
• Achieve an NPS of at least 90% as per internal measurement mechanisms and ensure improvement of benchmark NPS.
• Resolution of all support issues within agreed upon timeframes and SLAs; 95% adherence to service level agreements.
• Proactively Initiate customers to Loyalty Contracts and engage customers for redemption.
• Ensure 95% of Customer Base are up to date on their loyalty redemptions.
• Feedback to customers within 2 hours of query or issue resolution.
• If there is potential breach of SLA, give progressive feedback.
• >99% Quality SRs captured on Siebel by raising service requests accurately.
• Compile and send to Line Manager, issues pending past SLA as well as weekly Management report.
• Timely submission of weekly & ad hoc reports.
• Share minutes & meeting notes within 24hours
• Ensure updated SDPs for top 15 are available on shared folder.

QUALIFICATIONS

• A degree or higher Diploma in any Business-related field.
• Strong thinker with a strong business and commercial sense.
• Team player with pleasant outgoing personality & resilience
• Good communication and interpersonal skills
• Proactive, confident, energetic & with ability to work under pressure.
• Strong negotiation skills
• Must demonstrate ability to plan their calendar effectively to accommodate customer visits while maintaining timely resolutions to customer queries
• Business acumen and sound product knowledge
• Understanding of marketing and sales principles
• Excellent business Presentation skills
• Ability to learn and grow within a changing and diverse environment