Summary
Date Posted: Thursday, April 07, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Manager, Service Operations - (22000182)

Description
We are pleased to announce the vacancy for Service Operations Manager within Mobile Payment Solutions in M-PESA Africa. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Role Description
M-Pesa, is a pioneering fintech business and global market leader in mobile money. From starting in 2007 as a convenient means by which the unbanked and underbanked can make digital payments, M-Pesa has now grown to offer >50 million active customers financial services, enterprise, merchant and retail solutions. We are proud of our work in enabling the digital economy in our markets, and in driving financial inclusion.
M-Pesa Africa is now making strides to deepen and strengthen its offering to consumers and businesses in our operating countries, making it easier for them to manage their money and get more from their limited resources.
Reporting to Senior Manager Service Operations, the role of the Operations Manager is to govern the service deployed across a subset of Vodafone Markets. will be expected to report to The Senior Service Operations Manager on deviations from the agreed service levels, capacity changes that affect budgets and any local capability needs that impact on the delivery of the end-to-end service. During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-toend customer service is restored without delay

Job Responsibilities
• During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay.
• Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a subset of Vodafone Markets
• Managing the local market operational relationships
• 3rd Party supplier Operational Management
• Understand the process and procedures of all parties to ensure that they align with the overall goals and operational aims of the MPS team.
• Internal Operations Liaison within Vodafone Group Technology
• Continuous Service Improvement (CSI) opportunities
• Developing improvement plans and training the local market in best operational practices
• Overseeing Capacity planning
• Assisting with Budget forecasting
• Supporting Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence
• Influencing product development with real-world Operational experience and local market knowledge

Qualifications

Apply if you have:
Essential
 Experience Managing OLTP Environments
 At least 5 years’ experience in Operations Management within Technology
 Global / cultural management and awareness
 Experience in banking or finance will be an added advantage
 OLTP architecture knowledge is advantageous
 Project planning and delivery skills and budget management
 ITIL qualification is also an added advantage

What you can expect from us:
 We believe in a fair and robust interview process
 We have a robust flexible total reward scheme
 Dedicated support and mentoring/coaching
 Opportunity to develop and progress – plus a solid dedication to work-life integration. It all means you’ll have everything you need to advance your career and achieve your full potential.

Note to Applicants
As part of our recruitment process we will request the below documentation which will be required as soft copies at a later stage of the process.
 An updated CV with a confirmation of three referees- 2 must be professional and must have supervised you at some point, the other referee can be a colleague in the same professional field. If the referees are within the same organization that you are working with, you will need to confirm to us that it’s okay to contact them in writing (via email). This also includes all references within the Human Resources department.
 Scanned copy of certificate of good conduct from the CID (Less than 1 year old) - Applicable to Kenyans Only
 Scanned copy of certificate from Credit Reference Bureau (CRB) – Applicable to Kenyans Only
 Scanned copy of University Certificate
 Scanned copy of your National ID / Passport-Legal Form of Identification

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
Click Here To Apply

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