Supervisor: M-Pesa Back-Office Full-Time

Role Purpose:

To supervise all the activities and tasks of the M-Pesa back-office team, interact with the different stakeholders to guarantee that Customer queries are resolved/closed within the agreed time. Create/revise SLAs with the different support areas ensure that we provide our Customers with the best experience. Manage the team through continuous process simplification/automation and efficient resources management.

Key accountabilities and decision ownership:

• Guarantee that the M-Pesa Back-Office team achieves the expected results within the agreed SLAs;
• Creation/revision of processes & procedure;
• Management of the team’s performance;
• Analysis of queries impact and its statistics for suggestions of process improvement/simplification; and
• Interaction with the various areas in the process to resolve and improve Customers’ queries.

Key performance indicators:

• 85% of received query, solved on same Day/ Month;
• 80% of 3rd line support resolved on Same Month;
• 100% Customer queries closed within 6 working days.

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;
• Experience in leading big teams.

Core competencies, knowledge and experience:

• Ability to use own initiative;
• Systems & Data analysis, objective-thinking, judgment and leadership skills;
• Customer obsessed & Persistent;
• Critical and objective thinking;
• Attention to detail.