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Senior Manager – Enterprise Pricing Lead

Detailed Description

Reporting to the Chief Enterprise Business Unit Officer, Enterprise Pricing Lead will undertake the below.

Role purpose

• The Enterprise Pricing Lead will play a critical role in defining and implementing pricing strategies and programs for enterprises from large enterprises, Medium to small and micro enterprises for both county and public sector to maximize revenue and profitability for our enterprise-level products and services across all customer segments.
• He/she will collaborate with cross-functional teams, including Enterprise Channel Marketing, Brand Marketing, Finance, and Product Management, to develop and execute enterprise pricing initiatives that align with our business goals and objectives.
• He/she will proactively analyze market conditions, competitor pricing actions, and customer feedback to identify opportunities to improve enterprise profitability and maintain competitiveness in the marketplace. This involves regularly reviewing pricing models, conducting pricing experiments, and implementing pricing tactics to maximize revenue while ensuring the company remains competitive in the industry.

RESPONSIBILITIES

Key accountabilities and decision ownership

• Pricing Strategy Development – Develop and drive the strategic vision for Enterprise Pricing, including solutions, bundles, promotions, and marketing campaigns (in collaboration with Enterprise channel marketing), and oversee implementation in sales systems, considering market dynamics, competition, customer segmentation, and value proposition.
• Pricing Analysis and Optimization – Conduct in-depth pricing analysis, including market research, competitive benchmarking, and customer behavior analysis, to identify pricing opportunities and optimize pricing models.
• Pricing Model Development – Design and implement pricing models, frameworks, and tools to support effective pricing decision-making, including pricing tiers, discount structures, contract terms and automation to streamline pricing operations.
• Pricing Governance – Establish and enforce pricing governance policies and procedures to ensure consistency, compliance, and alignment with company guidelines and regulatory requirements.
• Pricing Execution and Monitoring – Collaborate with cross-functional teams to lead and implement pricing initiatives, monitor pricing performance, cross company pricing negotiations, enterprise analytics and track key metrics to assess the effectiveness of pricing strategies.
• Timely and accurate management of pricing reports – Effectively managing monthly reporting on promotions, bundles, product pricing, and market campaigns for assigned products, bundles, and customer segments. The primary objective is to ensure the reports are delivered promptly and accurately.
• Pricing Communication and Training – Develop pricing communication materials and provide training and coaching to pricing teams, internal stakeholders, including Sales and Customer Success teams, to ensure a clear understanding of pricing strategies, structures, and value propositions.
• Pricing Insights and Recommendations – Provide actionable insights and recommendations to senior management based on pricing analysis, market trends, and customer feedback to drive pricing optimization and revenue growth.
• Pricing Change Management – Lead change management initiatives related to pricing changes, ensuring effective communication, stakeholder engagement, and adoption of new pricing strategies.
• Revenue Management – Work closely with finance and sales teams to track and analyze pricing performance, monitor revenue targets, and identify areas for improvement. This includes conducting pricing reviews, assessing pricing metrics, and providing recommendations for corrective actions if necessary.
• Stakeholder management – Work closely with key stakeholders in Enterprise business leading the enterprise view of profitability, risks, and opportunities while ensuring cross company compliance. 
• Team management – Lead a team of Pricing Specialists in ensuring effective pricing strategies and maximizing revenue for the organization.

Core competencies, knowledge and experience

• Pricing Strategy Development: Demonstrated ability to develop and implement effective pricing strategies aligned with business goals, considering market dynamics, competitive landscape, customer segmentation, and value proposition.
• Data Analysis and Insights: Strong analytical skills with the ability to analyze complex pricing data, conduct market research, and derive actionable insights to drive pricing optimization and revenue growth.
• Pricing Knowledge: In-depth understanding of pricing methodologies, frameworks, and best practices in the enterprise B2B environment, including pricing models, discount structures, contract terms, and pricing elasticity.
• Financial Acumen: Solid understanding of financial metrics and the ability to assess the impact of pricing decisions on revenue, margin, and profitability.
• Collaboration and Influence: Excellent interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams, influence stakeholders at various levels, and drive alignment and consensus around pricing strategies.
• Project Management: Strong project management skills with the ability to prioritize and manage multiple pricing initiatives simultaneously, ensuring timely execution and achievement of objectives.
• Business Acumen: A comprehensive understanding of the enterprise technology industry, market trends, and customer dynamics, enabling informed pricing decisions and strategies.
• Problem-Solving: Proactive and innovative approach to problem-solving, with the ability to identify pricing challenges, propose solutions, and make data-driven recommendations.
• Adaptability: Ability to thrive in a fast-paced and dynamic business environment, adapting to changing market conditions, customer needs, and internal priorities.
• Communication and Presentation: Strong verbal and written communication skills, with the ability to effectively articulate pricing strategies, present findings, and influence decision-making at all levels of the organization.
• Ethics and Compliance: Commitment to upholding ethical standards in pricing practices, ensuring compliance with pricing guidelines, regulatory requirements, and company policies. 
• Domain Expertise: A deep knowledge and understanding of the specific industry or domain in which the Enterprise business unit operates is crucial.
• Solution Selling and Prospecting Capabilities: The Product Owner should have the ability to identify and articulate the value proposition of the product to potential customers. They should be skilled in solution selling, understanding customer needs, and positioning the product as the best solution to address those needs. Additionally, they should be able to identify and pursue new business opportunities and prospects.

Key performance indicators

• Pricing Strategy Effectiveness: Measure the impact of pricing strategies on revenue and profitability, including metrics such as revenue growth, margin improvement, and price realization.
• Pricing Analysis Accuracy: Evaluate the accuracy and reliability of pricing analysis conducted by the Pricing Manager, ensuring that insights and recommendations are based on sound data and methodology.
• Pricing Optimization: Monitor and track pricing optimization initiatives, including the identification and implementation of pricing opportunities, to measure the effectiveness of pricing changes and their impact on key financial metrics.
• Pricing Compliance: Assess the level of compliance with pricing governance policies and procedures, ensuring adherence to pricing guidelines, regulatory requirements, and internal controls.
• Pricing Performance Monitoring: Regularly review and analyse pricing performance metrics, such as price variance, discount levels, and customer retention, to identify trends, anomalies, and opportunities for improvement.
• Pricing Communication and Training Effectiveness: Evaluate the effectiveness of pricing communication materials and training programs provided to internal stakeholders, assessing their understanding of pricing strategies, structures, and value propositions.
• Customer Satisfaction with Pricing: Measure customer satisfaction and feedback related to pricing, including customer perception of value, price fairness, and competitive positioning, to gauge the success of pricing strategies in meeting customer expectations.
• Cross-functional Collaboration: Assess the level of collaboration and alignment with cross-functional teams, such as Sales, Marketing, Finance, and Product Management, to ensure effective execution of pricing initiatives and achievement of shared goals.
• Market and Competitive Intelligence: Monitor market trends, competitive pricing strategies, and customer preferences to stay informed about industry dynamics and identify opportunities for pricing differentiation and competitive advantage.
• Pricing Project Management: Evaluate the ability to successfully manage pricing projects, including the implementation of pricing changes, stakeholder engagement, and meeting project deadlines. 
• Psychological Safety e.g Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

Qualifications

• A Bachelor’s Degree in Business, Finance, Economics, Engineering, or related field. Advanced degree will be an added advantage.
• 8 -10 years’ experience in pricing strategy development and implementation in an enterprise B2B environment.
• Solid understanding of pricing methodologies, frameworks, and best practices.
• Experience with the use of price generation/optimization software and tools 
• Excellent communication and presentation skills, with the ability to effectively articulate pricing strategies and influence stakeholders at all levels of the Organization.
• Strong understanding of Enterprise telecommunications products and services.
• Strong ability to create, organize, analyze, and interpret complex data sets, draw conclusions, and communicate findings and recommendations to others in a simple and easy to understand manner.
• Experience in product pricing architecture as well as bundle and promotion pricing development.
• Experience with visualization tools (e.g., Tableau), pricing and/or business strategy.
• Strong project management and organizational skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Ability to work in a collaborative, cross-functional team environment.
• Experience with Salesforce.
• B2B commercial experience.

Senior Manager/ CoE Lead – Fixed and Churn

Role purpose

Reporting to the Chief Enterprise Business Unit Officer, the position holder will be responsible for managing the fixed and churned accounts of the company’s enterprise customers. You will be tasked with identifying opportunities to retain these customers, analyzing churn trends, and working closely with sales and customer success teams to ensure customer satisfaction and growth.

RESPONSIBILITIES

Key accountabilities and decision ownership

• Develop and implement strategies to minimize churn and improve customer retention for the enterprise business unit. 
• Conduct regular analyses of churn trends, identify patterns, and recommend solutions to mitigate churn.
• Work closely with sales and customer success teams to develop and execute customer retention plans.
• Conduct customer outreach to proactively address issues and build strong relationships.
• Collaborate with cross-functional teams to develop and implement customer-focused initiatives.
• Create and maintain reports to track customer retention and growth metrics.
• Manage a team of professionals and analysts responsible for tracking and analyzing churn data.

Core competencies, knowledge and experience

• Customer-centric mindset: ability to understand and anticipate customer needs and proactively develop strategies to improve customer satisfaction and retention.
• Analytical thinking: ability to analyze data, identify patterns, and derive insights to inform customer retention strategies.
• Collaboration: ability to work effectively with cross-functional teams, including sales, customer success, and product, to develop and execute customer retention initiatives.
• Communication: strong verbal and written communication skills to effectively communicate with internal teams and customers.
• Leadership: ability to lead and develop a team of analysts to deliver on customer retention goals.
• Time management: ability to manage multiple priorities and deliverables in a fast-paced environment.
• Adaptability: ability to adapt to changing business needs and customer requirements.
• Results-oriented: ability to set and achieve performance goals and deliver results within established timelines.
• Technical skills: knowledge of CRM and customer experience management tools, as well as data analysis and visualization tools, to effectively manage customer retention metrics and data.

Key performance indicators:

• Customer retention rate: Percentage of customers retained over a specific period of time, such as quarterly or annually.
• Churn rate: Percentage of customers lost over a specific period of time, such as quarterly or annually.
• Customer satisfaction score: Measurement of customer satisfaction with the company’s products or services, as determined by surveys or other feedback mechanisms.
• Customer lifetime value: Measurement of the total revenue generated by a customer over their lifetime with the company.
• Net promoter score: Measurement of customer loyalty and likelihood to recommend the company to others, as determined by surveys or other feedback mechanisms.
• Revenue growth from existing customers: Measurement of revenue growth generated from existing customers, as compared to new customers.
• Team performance: Evaluation of team performance against customer retention goals and key initiatives, such as quality of analysis, timeliness of reporting, and ability to execute on customer retention strategies.

Qualifications

• Bachelor’s degree in business, marketing, or related field.
• 8+ years of experience in a customer retention role, preferably in an enterprise environment.
• Strong analytical skills and experience with data analysis and visualization tools
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Experience leading and developing a team of analysts.
• Knowledge of CRM and customer experience management tools

Senior Manager/ COE Lead – Enterprise Channel Marketing

Detailed Description

Reporting to the Chief Enterprise Business Unit Officer, Senior Manager/ COE Lead – Enterprise Channel Marketing will undertake the below.

Role purpose: 

Building B2B Communication strategy for the Enterprise Business Unit and managing critical tools required for the business which automate critical workflows for both internal and external customers. Implementation and execution of this strategy. Responsible for the conceptualization, planning, development and implementation of customer requirements-oriented solutions within the division with respect to all bids EOIs, RFPs and RFQs. 

The role will involve,

• Direct development of value proposition, integrated solution offering and market positioning to/with/through partner and successfully launch solution in the market (typical partner profile is large partners with majority operations in particular region in the enterprise business).
• Lead and develop breakthrough partner strategy and Marketing plans.
• Direct development of messaging and content framework for partner programs and campaigns.
• Identify/develop innovative/ breakthrough program metrics/benchmarks.
• Develop regionally go-to- market strategy and guide marketing effort to ensure market penetration.
• Establish and maintain execution level relationship to promote company and partner total solution capabilities.
• Institute & optimize standardization of marketing processes and execution to improve channel marketing, sales productivity and efficiency for the Enterprise business through efficient and measurable marketing processes. 

RESPONSIBILITIES

Key accountabilities and decision ownership

Communication Strategy

Develop B2B Communication strategy.

• Drive customer acquisition & retention campaigns. Work closely with corporate marketing teams to develop enterprise offerings and optimize performance and customer experience at touchpoints along the customer lifecycle. Prioritize key initiatives that improve the conversion of products/flows.
• Across media with a particular focus on digital
• Measurement metrics including regular brand tracks and any other research to gain customer insight.
• Adherence to Safaricom Brand Guidelines

Marketing Communication Implementation

Develop communication in line with the overall strategy.

• Across media – print, digital 
• Clear briefs to help agencies deliver the desired communication.
• Execution Plan for in-time deliveries
• Define media deliverables and expectations along with measurement criterion.
• Regular communication to the target group through newsletters and email communication
• Special focus on digital communication plan and deliveries with measurement indices

Market Insights for Enterprise business.

• With eyes on the horizon, you’ll drive key enterprise marketing initiatives where needed, vigorously prioritizing those that bring the most value back to the organization and customer. True success will come from fusing all available resources to deliver durable growth through highly satisfied customers.
• Enterprise market data on product categories, market size, competition, forecasts, product specific trends etc. 
• Publish learnings relevant to product managers and segments. Establish a working relationship between product managers and research organizations to analyse market data.

Budget Management

• Define and manage A&P (Advertising and Promotion) budget in line with the DB (Detailed Budget)
• Creation: Central and Circle budgets to be defined and submitted as part of DB
• Monitoring: Regular report on the spends by central and circles to be submitted in order to keep track of the spends
• Define commercial process to manage the budgets.

Bid Management

• Ensure that key win strategies are communicated to the bid team and Tracking of submitted tenders is done.
• Developing of No /Go analysis on any tender/ Bid based on Cost Benefit Analysis; Validating the solutions, financial, and Commercial risks in addition to review, fulfill bid/ requirements and drive bids from inception through to closure.
• Develop high level strategic relationship with key decision makers across all the sectors.

ore competencies, knowledge and experience:

• Passion for gaining customer insights and translating insights into strategies.
• Shown analytical ability, with a track record of a “test & learn”.
• End-to-end lifecycle and revenue generation experience – proficient on cost of acquisition lifecycle and lifetime value (LTV).
• Ability to analyze and discern the quantitative (e.g., online performance metrics) and qualitative (reading between the lines and navigating relationships for the best outcomes).
• Passion for gaining marketplace insights and translating insights into strategies.
• Be highly creative, innovative, and resourceful at finding the right collaborators and building a strong network to facilitate cross-group partnerships.
• Demonstrate a desire for feedback, with resilience and the ability to respond to feedback constructively.

Key performance indicators:

• Develop and demonstrate effective tools for enhancing business productivity.
• Institute efficient and measurable marketing processes for enhanced marketing productivity. 
• Manage Cross functional integration for developing tools, processes and running recognition programs.
• Quantified number of successful and unsuccessful tenders.
• Evidence of submitted bids i.e., Request for proposals, Request for quotation in the tender register.

Qualifications

• A Degree in marketing, business administration. 
• Professional qualifications that drive brand disciplines.
• 10 years’ experience in a marketing managerial position function with a focus on development of enterprise marketing propositions.
• Distinctive problem solving and analysis skills and impeccable business judgement.
• Demonstrate strong performance in prior roles, with increasing levels of responsibility and independence. 
• Deliver goals & objectives on time. 
• Excellent written and oral communication and interpersonal skills.

Senior Manager/ COE Lead – Cloud, Security and Applications

JOB DESCRIPTION

Reporting to the Chief Enterprise Business Unit Officer, the COE Lead – Cloud, Security and Applications will undertake the below.

Role purpose: 

The COE Lead will be responsible for overseeing the development and implementation of IoT, cloud, security and business application strategies, value propositions and services for our enterprise clients and work closely with sales and customer success teams to ensure customer satisfaction and growth.

RESPONSIBILITIES

Key accountabilities and decision ownership

Strategic

• Develop and implement cloud, cyber security and business application strategies for enterprise clients.
• Work with sales and marketing teams to develop go-to-market strategies for cloud and application solutions.
• Stay up to date with emerging trends in IoT, cloud, security and business applications, and provide thought leadership to clients and internal teams.
• Work closely with other Enterprise Business Cluster Tribe/CoE Leads and stakeholders to drive alignment between Tribe and Squads’ priorities and sprint goals. 

Operational

• Design and deliver IoT, cloud, cyber security, and business application solutions to meet customer needs.
• Lead a team of technical architects and engineers to implement and support deliver IoT, cloud, cyber security, and business application solutions.
• Work closely with sales and customer success teams to develop and execute customer retention plans.
• Collaborate with cross-functional teams to develop and implement customer-focused initiatives.
• Create and maintain reports to track customer retention and growth metrics.

Business & customer value delivery

• Collaborate with the Cluster Chief and key stakeholders (Other Tribe/CoE Leads, Cluster Tech Tribe Lead, product owners, agile coaches and chapter leads) in defining specific and measurable Objectives & Key Results (OKRs) for the Tribe and the advisory, design, execution, and management teams/squads.
• Play a critical role in shaping critical and complex strategic initiatives/programs/solutions within the Enterprise Business cluster and across the organisation. 
• Manage relationships, networks and engagement with relevant Enterprise Business stakeholders including local and international business partners.
• Experiment with emerging technologies to generate value and create an impact that matters to the enterprise business cluster ecosystem. 
• Ensure prudent management of the CoE’s human, financial, tech resources and accountability through proper monitoring and effective internal control measures. 
• Adequate training on the entire range of enterprise product portfolio, encourage best sharing practices and define a career progression for account managers.
• Lead and champion an innovative culture across the CoE and enable a continuous learning culture.

Empower and enable Teams/Squads

• Provide leadership in the CoE’s day-to-day business and ensure a competent, efficient, and motivated human capital for enhanced productivity and performance. 
• Champion an agile mindset, continuous improvement and ensure adherence to agile leading practices. 
• Role model inclusivity & builds trust for a psychologically safe environment for everyone to be their best. 
• Build trust and empower teams/squads to work autonomously to deliver great value to customers.
• Provide the right level of feedback to enable squad/team alignment and autonomy. 
• Represent CoE interests to Enterprise Business Cluster and organization leadership, and escalating impediments as needed. 
• Develop, coach and mentor CoE chapter leads and squad/team members.

Core competencies, knowledge and experience:

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitalisation and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance.
• Show ambition and courage, empowering others to go beyond the plan.
• Bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Identify innovative opportunities and key constraints for business development, diversification, and growth. 
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.

Key performance indicators:

• Achieve 100% Revenue Growth Targets.
• Accelerate Revenue Growth at 100% on New Growth Areas.
• Retain 100% Baseline Revenue.
• % increase in market share.
• % product and customer penetration
• Net Promotor Score (NPS)
• Churn management (Customer churn rate; Revenue churn; Retention rate).
• Delivery of target digitization projects/Initiatives. 
• Employee Engagement (eNPS) and Productivity.

QUALIFICATIONS

• At least Seven (7) to ten (10) years’ knowledge and experience in the relevant field. 
• Bachelor’s degree in Technology/ Engineering/ Computer Science or relevant field along with technical qualifications, or equivalent qualification(s). MBA/Relevant Master’s degree preferred. 
• Solid technical background, with hands-on experience in IoT, Cloud, Cyber Security, Network Managed Service, Business Applications.
• Experience with public cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of security and compliance requirements for enterprise applications.
• Superior business understanding, with the ability to leverage technology to solve business and technical issues.
• Ability to manage multiple, concurrent large-scale accounts/projects, with a successful achievement/completion track record on time and on budget.
• Possess high professional and ethical standards. 
• Be a strategic thinker with an analytical mind.

Senior Manager/ Squad Leader – National Government Squad

JOB DESCRIPTION

Reporting to the Tribe Lead – Enterprise Solutions Tribe, the Squad Leader – National Government Squad will undertake the below.

Role purpose: 

• The Product Owner will be required to have extensive sales experience in Enterprise Solutions sector, in-depth knowledge of customer opportunities and needs to drive tailored solutions for business growth and long-term customer relationships.
• The Product Owner will be responsible for maximizing value by delivering the product vision and defining epics and user stories for the squad’s work. 
• The Product Owner will represent the business stakeholders and act as the voice of the customer within the squad, guiding the squad towards achieving a specific business purpose. He/she is responsible for the successful delivery of the squad’s mission, both in terms of specified tasks and implied responsibilities.
• The Product Owner will develop strategies to deliver integrated technology solutions to customers and gain sector expertise to provide targeted customer solutions. 
• He/she will drive stakeholder engagement within the squad and provide leadership, ensuring adherence to the Safaricom spirit and promoting a positive working environment.
• He/she will have the responsibility of driving revenue and achieving sales/revenue targets.

RESPONSIBILITIES

Key accountabilities and decision ownership

• Spearhead the implementation of Agile methodologies and foster the vibrant spirit of Safaricom within the organization.
• Active squad member, bringing his/her expertise to the squad and working day-to-day on tasks in the squad backlog adhering to agile ways of working.
• Define squad vision, specified and implied tasks in order to deliver integrated technology solutions to customers.
• Align stakeholders and manage stakeholders’ expectations.
• Reaffirm priorities and clarify customer requirements during squad sprint planning.
• Build squad backlog in terms of user stories, prioritize items to achieve business goals and continuously keep backlog up-dated and on track for customer delivery.
• Ensure understanding of squad requirements.
• Interact with other squads and tribes as part of squad synchronization ceremonies to plan and implement cross-squad and thus tribe tasks/deliverables.
• Define the set of necessary competencies for squad members together with Chapter Leads.
• Act as a role model by creating a psychologically safe atmosphere, which is illustrated by confidence and trust collaboration of squad members.
• Participate in regular meetings of Product Owner, Chapter Lead & Agile Coach (POCLAC) and squad performance review.
• Live the Safaricom values to grow and develop to expand own impact.
• Own customer solutioning and escalations within the required SLAs.
• Conduct monthly /Quarterly customer clinics and forums.
• Drive sales to meet squad targets.
• Conduct monthly/quarterly customer clinics and forums to gather feedback, address concerns, and drive customer loyalty.
• Drive Net Promoter Score (NPS) initiatives to measure customer loyalty and advocacy.

Core competencies, knowledge and experience

• Domain Expertise: A deep knowledge and understanding of the specific industry or domain in which the Enterprise business unit operates is crucial. 
• Agile Methodologies: Proficiency in Agile methodologies, such as Scrum or Kanban, is important for effective product ownership. The Product Owner should be well-versed in iterative and incremental development, sprint planning, backlog management, and user story creation.
• Leadership and Collaboration: The Product Owner needs strong leadership skills to guide the team and stakeholders effectively. They should be able to inspire and motivate the team, foster a collaborative environment, and facilitate communication and decision-making across different departments.
• Strategic Thinking: The ability to think strategically and align the product vision with the overall goals and objectives of the Enterprise business unit is crucial. 
• Communication and Stakeholder Management: Effective communication skills are essential for a Product Owner. They should be able to communicate the product vision and roadmap clearly to stakeholders, gather and incorporate feedback, and manage expectations. 
• Analytical and Problem-Solving Skills: The Product Owner should possess strong analytical and problem-solving skills to identify and address user needs, market trends, and product gaps. They should be able to analyze data, make data-driven decisions, and continuously improve the product based on feedback and metrics.
• Adaptability and Flexibility: Enterprise business units often operate in dynamic environments with evolving priorities and changing market conditions. The Product Owner should be adaptable and flexible, able to respond to changing requirements and adjust the product roadmap accordingly.
• User-Centric Approach: A user-centric mindset is critical for a Product Owner. They should have a deep understanding of user needs, conduct user research, and ensure that the product delivers value and solves customer problems effectively.
• Customer Obsession: The Product Owner should have a deep understanding of customer needs, preferences, and pain points. They should be able to gather customer feedback, conduct user research, and use customer insights to drive product decisions and improvements.
• Results-Oriented: The Product Owner should have a strong focus on achieving measurable results and driving the success of the product. They should set clear goals and key performance indicators (KPIs), track progress, and take proactive steps to ensure the product delivers value and meets customer expectations.
• Solution Selling and Prospecting Capabilities: The Product Owner should have the ability to identify and articulate the value proposition of the product to potential customers. They should be skilled in solution selling, understanding customer needs, and positioning the product as the best solution to address those needs. Additionally, they should be able to identify and pursue new business opportunities and prospects.
• Negotiation Skills: The Product Owner should possess strong negotiation skills to collaborate with stakeholders. They should be able to balance competing priorities, resolve conflicts, and facilitate productive discussions to reach mutually beneficial agreements.
• Solution-Oriented: The Product Owner should be solution-oriented, always seeking opportunities to innovate and improve the product.
• Product Management: A strong understanding of product management principles and practices is essential e.g. ability to define and prioritize product features, create product roadmaps, conduct market research, and gather customer feedback.

Key performance indicators

• Product Delivery: Measure the successful delivery of products or features within agreed-upon timelines. E.g Time to market, Release frequency, Defect rate.
• Product Quality: Assess the quality of the solution being developed and maintained. e.g. Customer satisfaction/NPS, User engagement, Defection resolution time etc.
• Business Revenue: Drive the achievement of revenue targets and fostering sales growth across the squads.
• Stakeholder Engagement: Evaluate your ability to collaborate with stakeholders effectively. eg Stakeholder satisfaction, Communication effectiveness, collaboration with development teams etc.
• Agile Process and Efficiency: Measure the efficiency and adherence to agile principles in product development. Eg Agile velocity, cycle time, Agile Metrics.
• Innovation eg Idea generation, experimentation and idea implementation.
• Purpose: E.g. Alignment with strategic goals Mission-driven mindset.
• Psychological Safety eg Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

QUALIFICATIONS

• A Bachelor’s or Master’s Degree in a relevant field such as Business Administration, Computer Science, Engineering, or a related discipline.
• Deep understanding and experience in how National Government institutions do business and procure solutions. Including knowledge and understanding of the public procurement act. 
• Proven experience of 10+ years in a sales role delivering technology solutions to National Government Enterprises.
• Certified Scrum Product Owner (CSPO): Having a Certified Scrum Product Owner (CSPO) certification demonstrates a solid understanding of Scrum principles and practices, emphasizing the Product Owner’s role in Agile development.
• Familiarity with relevant technologies, tools, and software that support product management and development, such as project management tools, agile management software, prototyping tools, or analytics platforms.
• Proficiency in business analysis techniques and methodologies to gather and document requirements, perform gap analysis, and ensure that the product aligns with business objectives.
• A basic understanding of user experience (UX) and user interface (UI) design principles to collaborate effectively with UX/UI teams and ensure a user-friendly product.
• Experience with enterprise software products, systems, or platforms commonly used in large-scale organizations, such as customer relationship management (CRM) tools, enterprise resource planning (ERP) systems, or business intelligence (BI) solutions.
• Proficiency in project management methodologies, tools, and techniques to effectively plan, execute, and monitor product development initiatives, ensuring timely delivery and alignment with business objectives.

Head of Department/ Tribe Lead – Managed Services Tribe

JOB DESCRIPTION

Reporting to the Chief Enterprise Business Unit Officer, the Head of Department/ Tribe Lead – Managed Services will undertake the below.

Role purpose: 

• Packaged Solution with Managed Services Tribe Lead will spearhead the development and delivery of packaged technology solutions and managed services to medium enterprises and counties. 
• Role holder will define Safaricom’s medium enterprises and county technology solutions strategy and engagement strategy.
• He/she will drive the acquisition and growth of Medium Enterprises and Counties.
• He/she will establish a robust and effective operating model partnering with internal channels organization and external partners to address the needs of Medium Enterprises and Counties.
• He/she will drive revenue growth, increase market share, and enhance channel profitability by leading enterprise sales for Medium enterprises and County technology solutions, while identifying untapped market opportunities, nurturing existing account relationships, and optimizing solution pricing and discounts.
• He/she will enhance digital infrastructure through development plans and partnerships, connecting medium enterprises and County technology solutions with knowledge networks, and fostering innovation through procurement programs and networking interfaces.

RESPONSIBILITIES

• Develop and implement the strategy and mission to deliver integrated solutions to counties and medium enterprises.
• Leverage Safaricom’s system of advantage and CVM to growth County and Medium Enterprises customer base.
• Define growth roadmap for County& Medium Enterprise leading to revenue growth, channel profitability and market share while factoring in expected market dynamics, competitive and regulatory framework, emerging products/ technologies.
• Grow higher share of revenue from complex enterprise solutions (M2M, Access & Connectivity, DC, SaaS, Virtualization etc.) delivered to counties and medium enterprises.
• Implement guidelines for relationship managers and business growth development managers to ensure channel profitability and control rate variance from the pre-defined price guidelines laid down by product management team.
• Define partner engagement model which will include selection, performance evaluation and payment model.
• Develop simple, scale-able, off-shelf technology solutions for counties and medium enterprises.
• Monitor the goals and targets for County& Medium Enterprise leading to revenue growth, channel profitability and market share segment and ensure growth.
• Monitor and review partner performance regularly and drive specific business and performance objectives.
• Robust sales operations across regions and implementation on standardized sales processes. 
• Ensure building of a strong sales MIS and dashboard for close monitoring of sales operations.
• Drive design and rollout of sales incentive programs to motivate account managers and ensure achievement of targets.
• Identify opportunities to deliver standardized customer solutions and leverage scale. 
• Agile Delivery: Play a crucial role in facilitating and supporting agile practices within the tribe. This includes promoting collaboration, ensuring effective communication, removing obstacles, and fostering a culture of continuous improvement and learning.
• Build a strong enterprise sales team targeting growth.
• Adequate training on the entire range of enterprise product portfolio, encourage best sharing practices and define a career progression for Relationship and Business Development managers.
• Deploying high-quality digital infrastructure, through infrastructural development plans and roadmaps, or other platforms).
• Connecting County& Medium Enterprise with knowledge networks, through cooperation programmes (e.g. with large firms or online platforms), County& Medium Enterprise leading to revenue growth, channel profitability and market share.
• Lead public procurement (e.g. Innovation Research-type of programme) or networking interfaces (e.g. digital innovation hubs, centres of excellence, clusters and co-working spaces)

Core competencies, knowledge and experience

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitalization and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance.
• Show ambition and courage, empowering others to go beyond the plan.
• Are bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Key performance indicators

• Revenue Growth: Increase revenue generated from Safaricom’s financial services offerings within the BFSI sector by a specified percentage or amount over a defined period Annual revenue growth rate for the Packaged Solutions Tribe. 
• Customer Retention: Customer retention rate (percentage of customers retained over a specific period), Percentage decrease in customer churn rate and Number of customer escalations and complaints resolved within a defined timeframe.
• Strategic Partnerships: Establish strategic partnerships with key players in the BFSI industry, such as banks, insurance companies, and fintech providers, to enhance Safaricom’s competitive advantage and expand the range of financial services offered.
• Risk Mitigation: Implement robust risk management processes to identify, assess, and mitigate potential risks associated with financial services operations. Monitor key risk indicators and ensure compliance with relevant regulations and industry standards.
• Customer Relationship Management: Maintain accurate and complete customer data within the CRM system as well as driving CRM adoption and effective customer engagement.
• Demand Reduction: Proactively address customer pain points to reduce support and service requests and identify process improvements and automation opportunities.
• Digital Hub/Apps Uptime: Ensure high availability and reliability of digital hubs and applications. 
• Customer NPS: Improve overall customer experience for higher satisfaction and loyalty as well tracking and analyzing NPS to identify areas for improvement.
• Psychological Safety: Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

QUALIFICATIONS

• University Degree in Business/MBA along with technical qualifications, or equivalent qualification
• 10-15 years of experience in the sales and/or delivery of customer solutions to Medium Enterprises or Counties
• Management of the partners and channels/marketing budget 
• Familiarity with relevant technologies, tools, and software that support product management and development, such as project management tools, agile management software, prototyping tools, or analytics platforms.
• Experience with enterprise software products, systems, or platforms commonly used by medium enterprises and counties, such as the applicable customer relationship management (CRM) tools, enterprise resource planning (ERP) systems, or business intelligence (BI) solutions.
• Proven leadership skills, with the ability to inspire and guide a team.
• Strong project management abilities, including planning, execution, and monitoring.
• Business acumen and the ability to align technical activities with business objectives.
• Excellent communication and collaboration skills to engage with stakeholders at all levels.
• Effective problem-solving and decision-making capabilities.
• Results-oriented mindset with a focus on revenue growth, channel profitability, and market share.

Head of Department/ Tribe Lead – Enterprise Solutions Tribe

JOB DESCRIPTION

Reporting to the Chief Enterprise Business Unit Officer, the Head of Department/ Tribe Lead – Enterprise Solutions Tribe will undertake the below.

Role purpose: 

• The Enterprise Solutions Tribe Lead will Lead the enterprise sales efforts for National Government, Wholesale and Interconnect, and Large Enterprises in sectors such as ICT, Media & Entertainment, Retail, Manufacturing, Hospitality, and Services, as well as NGO’s.
• The role holder, will develop the Strategy and mission of Enterprise Solutions Tribe, aligning it with Safaricom’s overall objectives and goals in the enterprise solutions sector. 
• He/she will primarily be responsible for driving revenue growth, increase channel profitability, and gain market share in these segments.
• He/she will be responsible for establishing a robust and effective partner model and sales operations to support these efforts.
• He/she will continuously monitor market trends, customer needs, and competitive landscape to inform decision-making and adapt the tribe’s approach accordingly.
• He/she will enhance digital infrastructure through development plans and partnerships, connecting National government, Wholesale and Interconnect, Large enterprises, and NGOs with knowledge networks, and fostering innovation through procurement programs and networking interfaces.

RESPONSIBILITIES

• Leadership and Strategy: Responsible for providing strategic direction and leadership to the Enterprise Solutions Tribe. This involves defining the overall vision, goals, and objectives of the tribe, aligning it with the organization’s business strategy, and ensuring that the tribe’s activities contribute to the achievement of broader business goals.
• Tribe Management: Oversee the day-to-day operations of the tribe, including managing a team of professionals within the Enterprise Solutions domain. This involves setting clear expectations, providing guidance and support, and ensuring that the team is working efficiently and effectively.
• Resource Allocation: Responsible for allocating resources within the tribe, including budget, manpower, and infrastructure. This involves prioritizing initiatives, assessing resource requirements, and making decisions regarding resource allocation to ensure the successful delivery of projects and initiatives.
• Agile Delivery: Play a crucial role in facilitating and supporting agile practices within the tribe. This includes promoting collaboration, ensuring effective communication, removing obstacles, and fostering a culture of continuous improvement and learning.
• Solution Design and Development:  Work closely with solution architects and development teams to design and deliver scalable, reliable, and secure enterprise solutions. Ensure adherence to architectural standards, best practices, and industry regulations. Oversee the development and integration of enterprise applications, platforms, and systems.
• Project and Delivery Management: Manage the end-to-end solution delivery process, including project planning, resource allocation, risk management, and quality assurance. Collaborate with cross-functional teams to ensure timely and successful project delivery. Monitor project progress, track key performance indicators, and provide regular status updates to stakeholders.
• Stakeholder Management: Engage with business stakeholders to understand their needs, address concerns, and manage expectations. Build and maintain strong relationships with internal and external stakeholders. Present solution strategies, project updates, and recommendations to senior management and executives.
• Development of Integrated Solutions: Lead the development of integrated solutions for the sector. This involves defining what will be delivered to the industry and how it will be achieved to drive impactful and value-driven solutions that address the specific needs of the industry while aligning with the organization’s overall strategy.
• Revenue Growth: Drive revenue generation within the sector to actively contribute to the financial success of the organization.
• Development and execution of a comprehensive growth and sales strategy: To expand Enterprise Solutions Tribe’s base and build strong relationships with enterprise clients across various sectors.
• Digital Infrastructure Deployment: Collaborate with relevant stakeholders to deploy high-quality digital infrastructure, including infrastructural development plans, roadmaps, and other platforms.
• Risk Management: Monitor the identification, mitigation, and resolution of risks associated with enterprise solutions projects, ensuring that potential risks are addressed proactively and that any incidents are minimized.
• Performance Monitoring and Reporting: Track and monitor the performance of the tribe, including key metrics, progress against goals, and delivery timelines. You are responsible for providing regular reports and updates to senior management, highlighting achievements, challenges, and opportunities for improvement.
• Employee/Talent Development: Track the professional growth and development of team members, including certifications, training participation, and skill enhancement, fostering a culture of continuous learning and improvement.

Core competencies, knowledge and experience:

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitization and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance. 
• Show ambition and courage, empowering others to go beyond the plan.
• Are bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities  for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Key performance indicators:

• Market Penetration: Expand Safaricom’s market share in the BFSI sector by increasing the number of customers, transactions, or active users of financial services products and solutions.
• Revenue Growth: Increase revenue generated from Safaricom’s financial services offerings within the BFSI sector by a specified percentage or amount over a defined period Annual revenue growth rate for the BFSI Tribe. 
• Customer Retention: Customer retention rate (percentage of customers retained over a specific period), Percentage decrease in customer churn rate and Number of customer escalations and complaints resolved within a defined timeframe.
• Customer Obsession – NPS: Net Promoter Score (NPS) reflecting customer satisfaction and loyalty. Percentage increase in the number of promoters and % decrease in number of detractors.
• Develop Sector Expertise – Banking, Sacco, and Insurance: Percentage of team members with sector-specific certifications or training. Number of successful projects delivered within the banking, Sacco, and insurance sectors.
• Employee Net Promoter Score (eNPS) – 90%: Employee Net Promoter Score reflecting employee satisfaction and engagement. Percentage increase in the number of promoters and % decrease in number of detractors.
• End-to-End Order Fulfillment: Order fulfillment cycle time (from order placement to delivery). % increase in on-time delivery and decrease in order errors
• Tech Ops – Design, Scope, Deployment, and Support: Time taken for the design and scope phase of technology operations projects. Time taken for the deployment and implementation of technology solutions. Number of successful technology deployments and Customer satisfaction with technology support services.
• Strategic Partnerships: Establish strategic partnerships with key players in the BFSI industry, such as banks, insurance companies, and fintech providers, to enhance Safaricom’s competitive advantage and expand the range of financial services offered.
• Risk Mitigation: Implement robust risk management processes to identify, assess, and mitigate potential risks associated with financial services operations. Monitor key risk indicators and ensure compliance with relevant regulations and industry standards.
• Psychological Safety: Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, Computer Science, IT or a related field. A master’s degree is preferred. 
• Proven experience of 10-15years in leadership role within Enterprise solutions efforts in sectors such as ICT, Media & Entertainment, Retail, Manufacturing, Hospitality, and Services, with a focus on National Government, Wholesale and Interconnect, and Large Enterprises.
• Strong understanding of sales strategies, market dynamics, compliance, regulatory norms and customer needs in the target segments.
• Strong understanding of enterprise architecture, solution design, and development methodologies.
• Experience in managing pricing strategies and maintaining profitability.
• Demonstrated ability to establish and manage a robust partner model.
• Familiarity with digital infrastructure deployment and collaboration initiatives.
• Excellent leadership, communication, and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Results-oriented mindset with a focus on revenue growth, channel profitability, and market share.

Head of Department/ Tribe Lead – BFSI (Banking, Financial Services & Insurance) Tribe

JOB DESCRIPTION

Reporting to the Chief Enterprise Business Unit Officer, the Head of Department/ Tribe Lead – BFSI (Banking, Financial Services & Insurance) Tribe will undertake the below.

Role purpose

• The BFSI Tribe Lead, will develop the Strategy and mission of BFSI tribe, aligning it with Safaricom’s overall objectives and goals in the financial services industry. 
• The role holder will play a pivotal role in driving growth and increase Safaricom’s penetration in the financial services industry through innovative solutions, strategic partnerships, and market expansion initiatives.
• He/she will identify and capitalize on opportunities to leverage Safaricom’s existing infrastructure and network to create seamless and convenient financial services experiences for customers.
• He/she will foster collaboration and cooperation with key stakeholders, both internally and externally, to ensure the successful execution of the tribe’s strategy and mission.
• He/she will continuously monitor market trends, customer needs, and competitive landscape to inform decision-making and adapt the tribe’s approach accordingly.
• He/she will champion Safaricom’s position as a leading player in the financial services industry by delivering exceptional value to customers and driving positive customer experiences through technology and innovation.
• He/she will lead enterprise sales efforts for banks, Saccos, credit institutions, MFIs, fintech companies, wealth management, and insurance, resulting in revenue growth, channel profitability, and increased market share.
• He/she will ensure profitability by effectively controlling solution pricing, cross-subsidization levels, and discounts according to product management guidelines.

RESPONSIBILITIES

• Leadership and Strategy: Responsible for providing strategic direction and leadership to the BFSI Tribe. This involves defining the overall vision, goals, and objectives of the tribe, aligning it with the organization’s business strategy, and ensuring that the tribe’s activities contribute to the achievement of broader business goals.
• Tribe Management: Oversee the day-to-day operations of the tribe, including managing a team of professionals within the BFSI domain. This involves setting clear expectations, providing guidance and support, and ensuring that the team is working efficiently and effectively.
• Stakeholder Management: As a Tribe Lead, he/she will act as a key interface between the tribe and various stakeholders, both internal and external. This includes engaging with business leaders, product owners, customers, and other relevant parties to understand their needs, gather feedback, and communicate the tribe’s progress, achievements, and challenges.
• Resource Allocation: Responsible for allocating resources within the tribe, including budget, manpower, and infrastructure. This involves prioritizing initiatives, assessing resource requirements, and making decisions regarding resource allocation to ensure the successful delivery of projects and initiatives.
• Agile Delivery: Play a crucial role in facilitating and supporting agile practices within the tribe. This includes promoting collaboration, ensuring effective communication, removing obstacles, and fostering a culture of continuous improvement and learning.
• Solution Design and Development: Work closely with solution architects and development teams to design and deliver scalable, reliable, and secure enterprise solutions. 
• Ensure adherence to architectural standards, best practices, and industry regulations.
• Oversee the development and integration of enterprise applications, platforms, and systems.
• Project and Delivery Management: Manage the end-to-end solution delivery process, including project planning, resource allocation, risk management, and quality assurance. 
• Collaborate with cross-functional teams to ensure timely and successful project delivery.
• Monitor project progress, track key performance indicators, and provide regular status updates to stakeholders.
• Risk Management: In the BFSI domain, risk management is of utmost importance. One will be responsible for identifying and managing risks associated with the tribe’s initiatives, ensuring compliance with relevant regulations and industry standards, and implementing appropriate controls and measures to mitigate risks.
• Performance Monitoring and Reporting: Track and monitor the performance of the tribe, including key metrics, progress against goals, and delivery timelines. You are responsible for providing regular reports and updates to senior management, highlighting achievements, challenges, and opportunities for improvement.
• Collaboration and Cross-functional Coordination: As a Tribe Lead, one fosters collaboration and coordination with other tribes, teams, and functions within the organization. This involves working closely with other Tribe Leads, Product Owners, and stakeholders to ensure alignment, shared goals, and effective cross-functional execution.
• Talent Development: Responsible for the development and growth of your team members within the BFSI Tribe. This includes providing mentorship, coaching, and opportunities for learning and skill development. You also play a role in talent acquisition, retention, and succession planning within the tribe.
• Development of Integrated Solutions: Lead the development of integrated solutions for the sector. This involves defining what will be delivered to the industry and how it will be achieved to drive impactful and value-driven solutions that address the specific needs of the industry while aligning with the organization’s overall strategy.
• Revenue Growth: While revenue growth is typically a shared objective across the organization, as a Tribe Lead, one plays a crucial role in driving revenue generation within the sector to actively contribute to the financial success of the organization.

Core competencies, knowledge and experience

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitization and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance. 
• Show ambition and courage, empowering others to go beyond the plan.
• Are bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Key performance indicators:

• Market Penetration: Expand Safaricom’s market share in the BFSI sector by increasing the number of customers, transactions, or active users of financial services products and solutions.
• Revenue Growth: Increase revenue generated from Safaricom’s financial services offerings within the BFSI sector by a specified percentage or amount over a defined period Annual revenue growth rate for the BFSI Tribe. 
• Customer Retention: Customer retention rate (percentage of customers retained over a specific period), Percentage decrease in customer churn rate and Number of customer escalations and complaints resolved within a defined timeframe.
• Customer Obsession – NPS: Net Promoter Score (NPS) reflecting customer satisfaction and loyalty. Percentage increase in the number of promoters and % decrease in number of detractors.
• Develop Sector Expertise – Banking, Sacco, and Insurance: Percentage of team members with sector-specific certifications or training. Number of successful projects delivered within the banking, Sacco, and insurance sectors.
• Employee Net Promoter Score (eNPS) – 90%: Employee Net Promoter Score reflecting employee satisfaction and engagement. Percentage increase in the number of promoters and % decrease in number of detractors.
• End-to-End Order Fulfillment: Order fulfillment cycle time (from order placement to delivery). % increase in on-time delivery and decrease in order errors
• Tech Ops – Design, Scope, Deployment, and Support: Time taken for the design and scope phase of technology operations projects. Time taken for the deployment and implementation of technology solutions. Number of successful technology deployments and Customer satisfaction with technology support services.
• Strategic Partnerships: Establish strategic partnerships with key players in the BFSI industry, such as banks, insurance companies, and fintech providers, to enhance Safaricom’s competitive advantage and expand the range of financial services offered.
• Risk Mitigation: Implement robust risk management processes to identify, assess, and mitigate potential risks associated with financial services operations. Monitor key risk indicators and ensure compliance with relevant regulations and industry standards.
• Psychological Safety: Team feedback, Open communication: Track the frequency and quality of open and honest communication within the team.

QUALIFICATIONS

• University Degree in Business/MBA along with technical qualifications, or equivalent qualification
• Bachelor’s degree in business administration, Finance, Economics, or a related field. A master’s degree would be an added advantage. 
• Minimum of 10- 15 years of relevant experience in the financial services industry, with a strong focus on strategy development, business growth, and leadership roles.
• Deep understanding of the BFSI sector, including banking, insurance, and other financial services. Familiarity with mobile money, digital banking, and fintech trends would be highly beneficial.
• Proven track record of successfully driving strategic initiatives, leading teams, and achieving business results in a dynamic and competitive environment.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to translate market insights into actionable strategies.
• Strong interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
• Demonstrated ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Management of the partners and channels budget.
• Results-oriented mindset with a focus on revenue growth, channel profitability, and market share.

Apply here