Background

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role purpose:

To ensure and support all internal divisions in the effective performance of their operational processes related to M-Pesa products and services.

Key accountabilities and decision ownership:

Core competencies, knowledge and experience

• Strong Analytical skills – able to assess M-Pesa system issues with quick resolution.

• Meticulous attention to M-Pesa product design.

• Able to work with speed and high level of accuracy towards M-Pesa configurations and tight deadlines.

• Impeccable ethical standards and conduct.

• Customer focused – passionate about delivery of results to internal and external customers

Must have technical/professional qualifications:

• 3+ years’ experience industry or functional experience.

• Good communication skills with fluency in English & Kiswahili.

• IT background.

• Build and maintain relationships with key stakeholders in the value chain.

• Troubleshooting skills –identify issues, root cause, recommend or implement solutions.

• Project knowledge and experience would be advantageous.

Key performance indicators:

• Accurate and timely implementation of new M-Pesa changes such as Tariffs change and fixes of raised issues.

• Support daily M-Pesa operations – delivery of results and SLAs.

• Work with IT, Vodafone and other M-Pesa teams; to support upgrades, M-Pesa configuration changes, Change requests and incidents.
• Perform M-Pesa product operations and processes, including reconciliation with 3rd parties, and performing operational reports to support finance, sales, distribution and customer service teams.
• Able to design M-Pesa Product solution as per Business requirements for implementation.
• Support the Legal and Regulatory Division, implement AML and compliance controls and monitoring, data clean up and reconciliations.
• Support the Sales and Distribution Divisions, manage sales activation process for distribution and business customers on the M-Pesa systems.
• Monitor SLA on issues resolution as per our internal procedure and Regulator guidelines.

• Strong Analytical skills
• Meticulous attention to M-Pesa product design
• Ability to work with speed and high level of accuracy
• Impeccable ethical standards and conduct
• Customer focused
• Good communication skills
• Troubleshooting skills

• 3+ years’ experience industry or functional experience.
• Fluency in English & Kiswahili.
• IT background.
• Ability to build and maintain relationships with key stakeholders in the value chain.
• Project knowledge and experience would be advantageous.