Territory Supervisor M-Pesa at Vodafone

To sustainably grow M-Pesa’s network of agents.

Implement initiatives to continuously improve the quality of M-Pesa’s nationwide agent network and simultaneously aggressively grow that network without compromising quality, ultimately impacting the customer experience at agent level.
Implement effective, cross-functional, back-office and administration processes to support the acquisition and management of agents.
Implement initiatives to continuously increase agents’ transactions volume.
Recruit, train Territory supervisors.
Interface with M-Pesa Technology, Operations, Customer Services, Finance, Compliance, Legal, Supply Chain, Billing & IT and Marketing functions to ensure end-to-end business support to the Sales and Distribution functions.
Supervise and lead the team within his region.
Increase interest and highlight the image of M-Pesa in his region.
Implement controls and monitor the activities of the team under his region.
Identify training needs for the team and agents within his region.
Monitor quality indicators.
Manage conflicts and incidents.
Develop commercial partnerships.
Ensure the business objectives are met.
Ensure that the procedures and tools are and will be applied and used in accordance with the normative and regulations.
Design the processes and procedure of the division.
Monitor the implementation of the procedures.

Commercially astute and strategically oriented – solid understanding of market, competitor & customer. Solid understanding of the integrated set of products and services included within the M-Pesa portfolio; able to identify opportunities for M-Pesa and structure initiatives to transform these opportunities into reality.
Strong negotiation skills with internal and external stakeholders.
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions. Expert spread sheet skills a distinct advantage.
Inspirational Leadership – develop and maintain great working environment throughout all levels of the M-Pesa organization.
Presentation and communication skills – written and oral.

University degree in a Commercial related area.
A minimum of 5 years relevant experience in a management role within a commercial function covering distribution and/or retail network management.
Proven people management and motivational skills.
Knowledge and experience of the financial services and telecommunications industries will be an advantage.
Strong planning and networking skills.
Ability to draft, continuously review and enforce policies and procedures to improve division’s efficiency and effectiveness.

Number of active M-Pesa agents.
Agents transactions volume.
Net Promoter Score leadership in the Mobile Money categories of: “friendliness of agents”, “helpfulness of agents”, “ability to find an agent”, funds”, and “send and deposit money – 1st attempt”.
People Survey continuous improvement

Territory Supervisor M-Pesa Full-Time