Specialist: M-Pesa Field Activity & Fraud Full-Time

Role purpose:

Guarantee Support on management and necessary Control on M-Pesa transactions.

Ensure that back office team is executing within the parameters, monitored through the various automated reports and supported by the necessary systems, tool, accesses and dynamic processes & procedures in force within the area, for the continuous improvement of performance and service levels overall.

Key accountabilities and decision ownership:

• Support on:
• Team task management & help monitor SLA level (in & out);
• Creating Process & Procedure and lead to its success Implementation, its flows, by supporting the owners of the processes, all stakeholders and guarantee objective and efficient Control mechanisms.
• Being highly involved and represent the operational part and its actual needs in M-Pesa projects (new or existing) where it requires actions / system upgrading or manual transactions for 1st and 2nd lines;
• Fraud Monitor, causes and propose solutions for mitigation;
• Back Office Results & Performance marks;
• First & Second Line  queries Statistics & Impact;
• M-Pesa Back Office transactions Management Strategy, Challenges, changes & recommendation when necessary.

Key performance indicators:

• 80% of received query, solved on same Month;
• 80% of 3rd line support resolved on Same Month;
• Guarantee that necessary Escalation is done on time.

Must have technical / professional qualifications:

• At least 3 years working experience within the Customer Service environment;
• Good knowledge of process and procedures and how to elaborate;
• Strong Orientation to Technologies, Systems, Applications & CRM criticism;
• Strong Customer Service background.

Core competencies, knowledge and experience:

• Management Skills and very intensive interaction with all M-Pesa services 3rd line /support areas;
• Ability to use own initiative;
• Systems & Data analysis, objective-thinking, judgment and leadership skills;
• Customer obsessed & Persistent;
• Should have strong sense of professional scepticism, be a critical thinker, and be dedicated to continuous improvement of the division.