Jobs Kenya

Company Address: Address Parkside Towers, Nkrumah Rd, Box 73146-00200

  • Retail Area Manager

    Retail Area Manager

    Airtel Kenya wishes to recruit for the role of Retail Area Manager. This role reports directly to the Head of Retail and will be responsible for managing Airtel retail shops, kiosks and franchised outlets within a designated region.   Within this, the role holder will be expected to champion seamless operations that will drive a positive customer experience, acquisition and ultimately increase in revenue.
    Key responsibilities of the role include and are not limited to;

    Achieve sales target for all defined Airtel products & services at all assigned shops
    Implement findings of audits and customer satisfaction surveys
    Ensure customer retention through satisfactory issue resolution of customer walk ins
    Facilitate roll-out of new shops outlets and ensure proper inventory management in all assigned shops
    Cascade any changes in target setting, process or new product launch
    Work with Marketing team to recommend branding and promotion activities within the shops space
    Manage and monitor traction on all shop initiatives to increase footfall with an aim to supersede revenue targets and gain quality acquisitions through conversion of walk-in customers
    Drive operational process standardization, proactively review and propose changes to the existing Airtel processes to improve the overall customer experience.
    Tracking and resolution of systems downtime to ensure uninterrupted service provision at all assigned shops
    Participates in the recruitment and selection of shop staff; oversee Shop managers and respective teams on overall target achievement and ensure all shops staff are fully engaged and effective
    Ensure monthly partner governance meetings and that the staff at Airtel franchise managed shops are fully trained as per given guidelines.

    Qualifications

    Bachelor Degree in Business related field
    4-8 years’ requisite work experience in telecommunication, financial or Consumer service industry
    Good data analysis skills on advanced Excel will be an added advantage

    Competencies and behaviour

    Good business acumen with strong communication and interpersonal skills
    Good leadership and Project management Skills
    Customer centric with good problem solving skills
    Good planning and organization skills
    Flexible with the ability to multi task
    Persistent and goal oriented

    Apply via :

    www.linkedin.com

  • Customer Experience Lead – Process Design, Audit & Compliance

    Customer Experience Lead – Process Design, Audit & Compliance

    What will you do?

    Executing compliance audits in partnership with external audit partners (e.g. E&Y) to identify and correct gaps related to processes, operational designs and people efficiency in all facets of customer experience.
    Mitigate revenue stream leakage and other fraud risks through Periodic review of key financial controls and identify areas specifically vulnerable to fraud, identifying root causes breeding fraud risk incidents and engage management on action planning and implementation
    Setting up and monitoring of internal controls in support of cost and fraud management
    Conduct periodic reviews to identify financial and business risks and assess compliance with governmental governing regulations.
    Identifying, developing and Improving the business processes and policies through;

    Creating and documenting the contact processes for each contact type and media
    Developing relevant policies and procedures (as required)
    Implementation of continuous process improvement model
    Aligning to company and department service objectives

    Ensuring all the processes are designed simple and seamless for Customers, while being competitive.
    Driving automation of processes where possible to increase efficiency
    Establishing process performance objectives and creating KPIs to measure operational and compliance success

    Apply via :

    www.linkedin.com

  • Customer Experience Lead – Airtel Money Products

    Customer Experience Lead – Airtel Money Products

    What will you do?

    Research and understand customer needs and satisfaction drivers across all Africa Markets
    Recommend improvement opportunities and implement agreed upon direction
    Ensure that customer channels (digital and traditional) are effectively equipped to deliver superior experience to Airtel Money customers
    Ensure that Airtel Money products are effectively availed on digital channels with well-designed self-service options
    Ensure congruence and ominchannel experience across off Airtel Money platforms
    Ensure that agreed upon product design if effectively implemented across all markets
    Work with internal and external partners to uphold complete alignment of customer experience direction.
    Carry out periodic analysis and reporting of product and service performance across markets with a view to continuously enrich customer journey and customer experience
    Ensure CX standards are implemented and upheld across markets

    Apply via :

    www.linkedin.com

  • Usage and Retention Lead

    Usage and Retention Lead

    Airtel Kenya wishes to recruit for the role of Usage and Retention Lead. This role reports directly to the Head of Usage and Retention and will be responsible for planning and achieving the targeted revenue from the Voice category of  prepaid products while also ensuring implementation of customized programs to create customer retention, resulting in reduced customer churn and higher usage.
    Key responsibilities of the role include and are not limited to;

    Achieve the desired revenue from the base by designing and developing customized programs by planning and achieving an optimal balance between the recharge revenue and Customer usage
    Design, manage, and analyze programs and offers that build customer retention and loyalty
    Decrease the contribution of inactive users in the network by monitoring the level of activity on the network and work in close conjunction with other functions  to do targeted promotions to the inactive customers
    Develop and implement a process resulting in an error free process for various tariffs/ promotional programs resulting in zero customers complaints while availing the program full benefits
    Design plans and programs for increasing the contribution, penetration and usage of long distance traffic. Identify and  create various channels and means of driving customers to use mobile for long distance calls, against a landline or a local call outlet
    Provide accurate forecasting on the basis of past and present performance through reports and analysis of usage, retention campaigns and customer base movements.
    Provide the return on investment and  impact of any campaign launched

    Qualifications

    Bachelor Degree in Marketing, Business Administration or other related field
    3-5 years’ requisite work experience in telecommunication
    Data analysis skills on advanced Excel and sql

    Competencies and behavior

    Project management skills
    Result oriented and ability to work well in teams
    Ability to influence decisions at top management level
    Keen attention to detail
    Business savvy with strong coaching and leadership skills
    Excellent written and oral communication skills
    Excellent Analytical skills

    Interested and qualified candidates are invited to apply for the role by sending an application letter and resume to hr@ke.airtel.com.   State the name of the vacancy as your subject.  The deadline for applications is 5.00pm on Tuesday 5th January 2021.  

    Apply via :

    hr@ke.airtel.com

  • Customer Experience Lead – Process Design, Audit & Compliance

    Customer Experience Lead – Process Design, Audit & Compliance

    What will you do?

    Executing compliance audits in partnership with external audit partners (e.g. E&Y) to identify and correct gaps related to processes, operational designs and people efficiency in all facets of customer experience.
    Mitigate revenue stream leakage and other fraud risks through Periodic review of key financial controls and identify areas specifically vulnerable to fraud, identifying root causes breeding fraud risk incidents and engage management on action planning and implementation
    Setting up and monitoring of internal controls in support of cost and fraud management
    Conduct periodic reviews to identify financial and business risks and assess compliance with governmental governing regulations.
    Identifying, developing and Improving the business processes and policies through;

    Creating and documenting the contact processes for each contact type and media
    Developing relevant policies and procedures (as required)
    Implementation of continuous process improvement model
    Aligning to company and department service objectives

    Ensuring all the processes are designed simple and seamless for Customers, while being competitive.
    Driving automation of processes where possible to increase efficiency
    Establishing process performance objectives and creating KPIs to measure operational and compliance success

    Apply via :

    www.linkedin.com

  • Customer Experience Lead – Airtel Money Products

    Customer Experience Lead – Airtel Money Products

    What will you do?

    Research and understand customer needs and satisfaction drivers across all Africa Markets
    Recommend improvement opportunities and implement agreed upon direction
    Ensure that customer channels (digital and traditional) are effectively equipped to deliver superior experience to Airtel Money customers
    Ensure that Airtel Money products are effectively availed on digital channels with well-designed self-service options
    Ensure congruence and ominchannel experience across off Airtel Money platforms
    Ensure that agreed upon product design if effectively implemented across all markets
    Work with internal and external partners to uphold complete alignment of customer experience direction.
    Carry out periodic analysis and reporting of product and service performance across markets with a view to continuously enrich customer journey and customer experience
    Ensure CX standards are implemented and upheld across markets

    Apply via :

    www.linkedin.com

  • Usage and Retention Lead

    Usage and Retention Lead

    Airtel Kenya wishes to recruit for the role of Usage and Retention Lead. This role reports directly to the Head of Usage and Retention and will be responsible for planning and achieving the targeted revenue from the Voice category of  prepaid products while also ensuring implementation of customized programs to create customer retention, resulting in reduced customer churn and higher usage.

    Key responsibilities of the role include and are not limited to;

    Achieve the desired revenue from the base by designing and developing customized programs by planning and achieving an optimal balance between the recharge revenue and Customer usage
    Design, manage, and analyze programs and offers that build customer retention and loyalty
    Decrease the contribution of inactive users in the network by monitoring the level of activity on the network and work in close conjunction with other functions  to do targeted promotions to the inactive customers
    Develop and implement a process resulting in an error free process for various tariffs/ promotional programs resulting in zero customers complaints while availing the program full benefits
    Design plans and programs for increasing the contribution, penetration and usage of long distance traffic. Identify and  create various channels and means of driving customers to use mobile for long distance calls, against a landline or a local call outlet
    Provide accurate forecasting on the basis of past and present performance through reports and analysis of usage, retention campaigns and customer base movements.
    Provide the return on investment and  impact of any campaign launched

    Qualifications

    Bachelor Degree in Marketing, Business Administration or other related field
    3-5 years’ requisite work experience in telecommunication
    Data analysis skills on advanced Excel and sql

    Competencies and behavior

    Project management skills
    Result oriented and ability to work well in teams
    Ability to influence decisions at top management level
    Keen attention to detail
    Business savvy with strong coaching and leadership skills
    Excellent written and oral communication skills
    Excellent Analytical skills

    Interested and qualified candidates are invited to apply for the role by sending an application letter and resume to hr@ke.airtel.com.   State the name of the vacancy as your subject.  The deadline for applications is 5.00pm on Tuesday 5th January 2021.  

    Apply via :

    hr@ke.airtel.com

  • IT & Network Security Auditor

    IT & Network Security Auditor

    What will you do?

    Conduct periodic meetings with Network and IT Functional Chiefs, Regional Operations Directors, MD & Africa CEO and other stakeholders to address the key audit issues and monitor the implementation status of management’s action plans.
    Review control mitigation plans of Network and IT Function and ensure adequate and prioritized management attention on remediating known issues and preventing recurrences.
    Ensure that audit issues are well understood by all levels of management and staff and that learning on fraud and control issues are shared amongst relevant stakeholders to prevent recurrences.
    Leading, planning, performing and documenting Cyber/IT Security reviews and advisory assignments as well as audits of Financial Services Systems in accordance with the internal audit plan. These audits shall include but not be limited to Vulnerability Assessments, Penetration testing, audits of Mobile Money systems and Pre/ Post-Implementation reviews.
    Ensure audit planning is carried out so that resources in terms of quality and numbers, is in line with the requirement.
    Maintain high engagement levels with the outsourced Internal Audit partners to ensure that the audit plan is delivered with the desired quality and within the agreed timelines
    Ensure tracking and timely closure of the audit issues in a sustainable manner.
    Implement a system of tracking key project activities that impact on delivery of the audit plan.
    Implement a system of capturing and tracking audit issues per timelines agreed with Networks and IT Functional Chiefs heads/ chiefs or relevant function SPOC, flagging and escalation of delays in implementation of improvement opportunities.
    Conduct regular review of the audit work done by outsourced audit partners to validate quality of audit work and reporting.
    Identify any necessary changes to the audit methodology and ensure implementation in a timely manner.
    Provide continuous feedback to partner (internal audit service providers) on quality of audit work and deployment of resources.
    Ensure training of partner staff in order that they are able to deliver the best quality
    Provide proposals for improvement and support the implementation of changes.
    Maintain a calendar for the board audit committee meetings.
    Consolidate information for reporting to the board on a quarterly basis.
    Co-ordinate receipt and dispatch of all necessary documentation and communication.
    Ensure all levels of review prior to dispatch of board papers.
    Weekly reporting to the Director Internal Assurance on the status of reviews.
    Flash reporting for significant issues noted in ongoing reviews.
    Understanding the operational nuances of the various markets. Interacting with senior members of the business and having the ability to challenge established processes identify gaps and ensure that the gaps are addressed.
    Keeping abreast of changes in the business, operational and competitive landscape. Activities will include:

    Risk assessments and identification of key risks in the business.
    Promoting an internal culture driven by ethics.
    Driving audits to highlight and address these risks.
    Recommend solutions that are pragmatic, cost effective and sustainable.

    Engaging management to dedicate resources and attention towards prioritized and systemic risk and control issues.
    Ensure on-going dialogue with stakeholders and internally within the team to identify potential risks to ensure identification, assessment and development of mitigation plans for key risks.
    Identify good business practices and ensure these are shared with management for implementation.
    Drive programmes that promote risk and control awareness across the company.
    Keep abreast of regional and international trends and identify new and emerging risks in the business and / or industry.
    Provide guidance to other functions on risk management and compliance

    Here’s what we’re looking for (Technical Skills) 

    Minimum 10 years of experience out of which at least 5 years should be in Internal Audit / Risk Management / Compliance
    Holder of Certified Information Systems Auditor CISA) or equivalent
    Security qualification (CISSP or CISM or other information security certification) is an added advantage.
    Experience in a Telecom / Service Industry
    Experience working in information systems and cyber security assurance
    Strong working knowledge of penetration testing tools and methodologies including but not limited to Application Security, Database Security, Web services security, Network Security, Mobile Security and VAS systems security
    Knowledge and experience in Telecoms network infrastructure including BTS/BSC/RNC/HLR/GGSN/SGSN/IN
    Experience with the big 4 audit firms (Price water house coopers, KPMG, Ernest & Young) is an added advantage.
    Experience with Forensic Analysis and Robotic Process Automation tools will be an added advantage

    Apply via :

    www.linkedin.com

  • Information Technology Operations Manager

    Information Technology Operations Manager

    Airtel Kenya wishes to recruit for the position of IT Operations Manager. The role holder will provide and execute strategic and operational direction for the IT Operations function. He/she will ensure that systems are fit for purpose, appropriately integrated, sized, deliver the functional and performance required to achieve business goals.

    Reporting to the IT Director, the incumbent’s role will include and are not limited to;

    Lead overall management of the IT operations initiatives by understanding the overall picture of the business, provide strategic inputs and align the activities /decisions on tactical basis.
    Ensure that business applications and Systems for B2B & B2C such as Billing Systems, CRM, Charging systems are up and running at all times in order to provide seamless customer experience.
    Carry out impact analysis for the recently deployed projects in order to assess the customer response and make recommendations for improvement.
    Closely engage and maintain relationship with the IT partners to discuss or provide specifications on IT operations projects and ensure high service levels.
    Drive operation optimization and improvement initiatives through the IT Partners by establishing and measuring KPIs and SLA in coordination with Governance team. D Develop corrective and preventive measures
    Periodically review of IT Partners performance metrics in line with business requirement. Carry out root cause analysis and action planning in case of any deviation.
    Engage with both internal and external customers to provide IT assistance and address any operation issues
    Direct the deployment, management and availability of the Disaster Recovery Systems in case of System breakdown. Ensure management of back up environment for all the critical data.
    Work closely with IT team to resolve complex operational issues and seek support in fixing Operational break downs/bugs.
    Produce periodic reports for Operations and recommend changes to the IT Operations plan.
    Keep abreast of changes in IT sector and the surrounding environment to anticipate the possible opportunities of introducing best practices.

    Qualifications:

    University degree in Computer Science, Electrical & Electronic Engineering or other related disciplines with  4 – 6 years with preferably within the Telecoms industry
    Professional qualification in ITIL, Programming Languages, Networking and Database Administration
    Thorough knowledge of the self-service reporting tools like Oracle Business Intelligence Enterprise Edition, Oracle Discoverer
    Conversant with how Operating systems interact with systems, & specific experience with UNIX & Windows Operating Systems is a must.
    Experience in Unix Scripting and coding methodologies e.g. SQL scripting, programming and Relational Databases
    Expereince in data modeling techniques & SQL Server and/or Oracle databases.

    Competencies and behavior:

    Good project management skills
    Good problem solving and analytical skills
    Good communication skills (both written & oral)
    Able to negotiate and manage outsourced partners
    Customer centric
    A team player

    Interested and qualified candidates including staff referrals are invited to apply for the role by sending an application letter and resume to hr@ke.airtel.com. State the name of the vacancy as your subject. The deadline for applications is 5.00pm on Friday 20th November 2020.  Only shortlisted candidates will be contacted 

    Apply via :

    hr@ke.airtel.com

  • Zonal Sales Managers

    Zonal Sales Managers

    Airtel Kenya wishes to recruit Zonal Sales Managers within the Sales and Distribution Department. The main purpose of the role will be to drive the growth of business and generation of revenue through effective execution on the ground of distribution strategies and management of the retail trade including supervising a team of direct reports within the designated area

    Key responsibilities include but are not limited to;

    Implementation and adoption of effective distribution strategy to grow sales within the assigned Area zone
    Ensure achievement of set Key Performance Indicators
    Prepare, plan and execute programs aimed at market penetration, relationship building, share growth e.g. Sales promotions, Road shows etc.
    Ensure internal collaboration ,team work development, adherence to the set work ways and standards
    Support achievement and compliance to Airtel Kenya branding/merchandising standards for Channel Partners in the assigned Zonal area
    Escalate any trade or network issues to immediate line manager and follow up for closure
    To effectively manage staff and resources allocated within the Zonal area through effective monitoring of performance and by providing support to the Airtel Money Area Sales Managers initiatives.

    Qualifications

    Minimum of a Graduate degree
    4 to 6 years hands on experience in retail sales within telecom, service sector or FMCG industry
    Able to successfully lead a team with intermediate knowledge of business finance principles is essential.
    Good leadership ,analytical, and presentation skills
    Effective communications skills, both orally and in writing
    Good business acumen with an entrepreneurial orientation
    Operational excellence with good project management skills
    Excellent negotiation and interpersonal skills
    High personal standards and goal oriented

    Interested and qualified candidates are invited to apply for the role by sending a detailed resume to hr@ke.airtel.com with subject line : Zonal Sales Manager in the email header.The deadline for receiving applications is Wednesday 30th September 2020 by 5.00 pm.Only shortlisted candidates will be contacted

    Apply via :

    hr@ke.airtel.com