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

Key Account Manager, Public Sector

Job description
Airtel Kenya wishes to recruit for the position of Key Account Manager – Public Sector, within the Enterprise Division. Reporting to the Head of Public Sector Sales, the incumbent’s role will include;

Sales: Meet and exceed given sales quota within an assigned portfolio of government and public sector accounts
Business Development: Develop key relationships at both national and county governments to drive solutions that are innovative and provide value relative to the customer’s respective business needs
Portfolio management: Responsible for overall account strategy & management to improve quality of relationships, product penetration, revenue share, supplier status and ranking
Advocate: Serve as customer advocate, accountable for escalation and proper customer positioning on all issues pertaining to customer satisfaction
Documentation: Ensure that all account plans, organizational charts, account information and related documentation are current and on file record
Contract life cycle management: Provide overall management of new, existing portfolio and information relative to the customers including legal, product pricing, commercial management relative to contract agreements, price books, pricing tools, one-off deal specific bids, etc.
Reporting: Ensure accuracy and timeliness of reporting in sales pipeline management, all regular and ad hoc sales reports as and when required

Qualifications:

Undergraduate Degree in business related field or economics
Minimum of 5 years’ experience in consultative selling, handling high value opportunities
Working experience in Telecoms, ICT, ISP, Banking or related industry
Good experience in managing complex solutions and government procurement
Good knowledge on work processes in both National and County Government

Competencies and behavior

Proactive, self-driven, energetic, resourceful and creative with experience of dealing with public sector
Good presentation skills, able to project a strong, positive image of self and the Company
Build good customer relationships at all levels to maximize Airtel Business’ ability
Able to deliver professional sales presentation, proposals and reports. High Proficiency in Excel and PowerPoint.
Must be a strong team player with a commitment to value-based leadership.

October 26, 2024
Lead – HBB & Post Paid Customer Experience Lead – Service Design & Automation Lead Retail Customer Experience (Large Stores) Lead – KYC & Sim Swap

JOB PURPOSE
Driving customer experience for Post Paid and Home Broadband products by ensuring regulatory compliance, delivering seamless user experience and having competitive advantage for all country operations in Africa.
RESPONSIBILITIES AND ACCOUNTABILITIES

Defining and driving the onboarding process for all country operations in Africa for both Mobile Postpaid and Home broadband products.
Responsible for Customer experience KPIs like Interactions per Customer, Complaints, NPS, Cost / Opex, Product Churn.
Driving error free provisioning and billing processes.
Closely working with Digital teams to ensure end to end customer journeys are fully digital.
Ensuring correct product and process design before market roll out, ensuring products are properly tested and certified.
Ensuring customer voice and insights reaches to the respective stakeholders for right product design and modifications.
Setting up processes and policies for all touch points; call centers, social media, stores etc.; for effective customer handling at low cost high revenue generation model.
Ensuring the process is fully automated and as much as digital under the purview of regulatory laws for the country.
Ensuring all the processes are designed simple and seamless for Customers, while being competitive.

COMPETENCIES

Having good background and experience on Broadband technology and Postpaid product.
Very high collaboration with Marketing, Product and IT teams.
High on analytics and problem solving through automation.
Very high on rigor, processes and policies.
Creativity (out-of-the box thinking) and strong entrepreneurial spirit
Strong Commercial Acumen
Strong Customer orientation
Excellent Communication and negotiation skills

QUALIFICATIONS AND EXPERIENCE

Bachelor of Technology with in-depth understanding of telecom trends
MBA preferred
10- 12 years of in-depth experience in the telecom space, especially in Broadband and Postpaid domain
10-12 years of experience in leading a highly qualified and experienced team in a highly complex environment

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October 26, 2024
Zonal Sales Manager

Job description
Airtel Kenya wishes to recruit for the position of four (4) Zonal Sales Managers, within the Sales and Distribution Division. Reporting to the Zonal Business Manager, the incumbent’s role will include;

Driving the growth of Airtel Kenya Business and indirect generation of revenue through effective management of the retail trade through management of the zone’s sales team and Channel Partners’ effectiveness to the retail trade.
Driving picture of success within the allocated area by growing sales and market leadership in Voice, Data or Airtel Money through innovative ways of increasing/growing acquisition, usage and connection by ensuring availability of the company products at all times.

Expected key results:

Sales and Usage Targets – Ensure achievement of set sales targets i.e. Monthly, quarterly, semiannually or annually.
Market management
Channel Partner Management
Communication and relationship management
People management

Qualifications:

Bachelor’s degree in business related field or social sciences (required)
3-5 years hands on experience in a sales distribution management in a FMCG or service sector
2 years must have been in a managerial position, preferably in a fast moving consumer goods company or mobile telecom company
Intermediate knowledge of business finance principles is essential
Post graduate certification in Sales and Marketing will be an added advantage

Competencies and behaviour

Highly oriented for results and performance
Attracting and developing talent
Excellent team player with good leadership/coaching/management skills
Developing external partnerships and strategic alliances
Excellent negotiation, influencing and presentation skills
High level of planning and execution capabilities

October 26, 2024
Lead Direct Sales

Job description
Airtel Kenya wishes to recruit for the position of Lead, Direct Sales Channels, within the Home Broadband Division. Reporting to the Head, Home Broadband. The main responsibility for this role will be to create and manage the Direct channels for Home Broadband sales to enable enhanced reach directly to the customer’s residence/office. This includes both Direct to customer sales channels and also the lead fulfilment channels.
Some of responsibilities for the role will include but not limited to;

Channel Creation and Profitability: Deliver on
Lead management and closure channels for all Inbound and Outbound Call Centre leads
Channel for Closure and fulfilment for Web based interaction or any other promotional activity
Creating Freelancer/Partner channel for deployment of Outdoor solutions
Territory Mapping: ensure clear geographical reach with the network covered area for both Residential and Micro SME segment
Driving sales through each channel and increase share of new customer acquisition in the market
Mark territories and increase the product utilization within the defined territories
Partner Management by ensuring minimal Channel Partner attrition by deploying relevant tools as appropriate
Recruitment and on boarding of channel partners to enable business growth and expansion
Driving Rewards and Recognition program for channel partners and the direct teams to improve performance
Manage and promptly resolve operational issues to improve customer experience and reduce churn

Qualifications:

Bachelor of Technology with in-depth understanding of telecom trends
MBA in Marketing (optional)
7-10 years of experience in leading a highly qualified and experienced team
7-10 years of in-depth Sales and Marketing experience in the telecom/ FMCG/ Retail industry

Competencies and behaviour:

Analytical and Problem Solving Skills
Channel understanding of the Models deployed for DSA/ DST teams
Strong leadership and stakeholder management skills
Strong entrepreneurial spirit
Result oriented with strong execution ability
Strong consulting, facilitation and selling skills

October 26, 2024
CS Core SME Information Security Specialist – Network & Airtel Money

Job description
JOB PURPOSE
Responsible for Planning/designing/Maintenance of CS Core/IMS/VoLTE networks, solutions proposal designing and delivering of IMS/Core services in all the OpCos as well as managing the AoPs, Planning & implementing upgrades with the vendors.
RESPONSIBILITIES AND ACCOUNTABILITIES

Planning, design and dimensioning of 4G/IMS/VoLTE networks from scratch and technologies as well as services and solutions.
Preparing the solution proposal requirements for the vendors based upon the network requirements.
Technical discussions & BoQ alignment with the vendors on submitted solutions.
Designing apt IMS/VoLTE technical solutions per OpCo for deployment with the vendor.
Technical evaluation of vendors based upon the submitted proposal.
Project management & tracking of IMS deployments & upgrades across all the OpCos.
IMS/VoLTE/ CS Core network architecture maintenance & asset management.
Planning, operation & maintenance of 4G IMS/VoLTE network.
CS Core & IMS/VoLTE traffic management & capacity planning.
Trial 4G IMS LAB setup & management.
Leading Monthly vendor meetings for 4G IMS/VoLTE operations & projects management.
Maintain updated HLD & LLD designs of the entire 4G IMS/VoLTE network.
Research and development on new telecom networks and technologies as well as services and advising business on the new technologies and services.
Supporting business teams on their requirements & visions realization with apt solutions.
Engage with & manage multiple OpCos technical counterparts.
Create enthusiasm among peers/supervisors, committed to team success, meets customer needs, provide high quality service and promotes company image

COMPETENCIES

Ability to work in a cross country / cross culture environment
Good understanding of the commercial aspects of the business.
Task oriented with excellent organizational & inter departments interaction skills.
Self-driven, team player, good presentation skills and motivated.
Ability to work as a multi-network domain leader/SME with minimum supervision.
Detailed knowledge of GSM/UMTS CS core network & protocols.
Hands on experience of network deployment & management.
Expert level knowledge of 4G/IMS/VoLTE network interfaces, call flows & protocols.
Expert level knowledge of 4G/IMS/VoLTE network planning setup, Operation and maintenance.

QUALIFICATIONS AND EXPERIENCE

Minimum qualification is a Bachelor of Engineering in Electronics Engineering, Telecommunications or Computer Science degree
Minimum 4 years working experience of 4G/IMS/VoLTE network planning, setup, deployment, operation and maintenance.
Minimum 8 years working experience in planning, designing, implementation & management of core network (GSM/UMTS/EPC/IMS/VOLTE).

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October 26, 2024
Head Data

JOB PURPOSE
To drive the development of the data and device portfolio in line with Airtel vision and objectives through focus on all three key pillars of Products, Platforms and Analytics.
RESPONSIBILITIES AND ACCOUNTABILITIES:

To define strategy and roadmap of products and initiatives to develop and monetize data portfolio.
To lead a team of high impact products and innovation managers; maintain efficient cross-functional group and local team integration and communication with other stakeholders.
To drive revenue and develop policies and guidelines to regulate all aspects of data portfolio.
To define and develop Key Performance Indicators and reporting process to monitor performance of the portfolio including Products, Platforms and analytics
To monitor market trends; facilitate partnership with relevant market stakeholders and compliance to all regulatory bodies requirements surrounding data products.
To develop data competencies across the group by providing expertize and support when needed to optimize execution of operation plan.

COMPETENCIES

General management
Proven Team Leadership skills
Ability to influence and get things done quickly
Ability to work in a cross-cultural/ cross-country environment
Creativity (out-of-the box thinking) and strong entrepreneurial spirit
Strong Commercial Acumen
Strong Customer orientation
Excellent Communication and Negotiation Skills
Analytical and problems solving
Data related technology awareness

QUALIFICATIONS AND EXPERIENCE

Bachelor of Business Related field / Technology with in-depth understanding of telecom trends
Master Degree of Commerce/ Engineering
Minimum 10 years experience in marekting or data related field in a highly complex environment
5+ years of experience in leading cross-cultural teams

October 26, 2024
Airtel Money Distribution Manager Airtel Money Operations Manager

Airtel Kenya is recruiting for the position of Airtel Money Distribution Manager, within the Airtel Money Division. This role will report to the Head of Airtel Money and a matrix reporting line to the Sales and Distribution Director.
The key responsibilities for this role shall include the following;

Drive Airtel Money retail revenues and manage money transfer budgets: Formulate the retail sales strategy and manage the expenditure budget
Planning and managing Airtel Money distribution rollout, Multi branded Agent and Dealer Network: Set up service norms, identify and open new AM agents. Convert existing Airtel Sim Selling Outlets (SSO), Retail Selling Outlets (RSO) and other mobile money agents to Airtel Money Agents.
Roll out of own Airtel Money Branches and Airtel Money kiosks: Initiate roll out at sub location levels and work with Channel partners who will deploy these branches and kiosks
Float Management: Plan and execute a sustainable float distribution model and viable agent business
Manage Trade Support Partner: Set and review KPI’s for the trade support business partners and drive attainment of country business retail trade objects through the retail sales team. Communicate to the third party agents on issues of compliance and irregularity while building positive relationships that benefit the business
Regulatory compliance: Ensure compliance to Company’s Know Your Customer (KYC), Customer Due Diligence (CDD) measures while building the distribution network of Super agents/ Aggregators and agents (multi branded and owned). Drive and support Anti Money Laundering/Countering Financing of Terrorism (AML/CFT) framework by being aware and adhering to the laid down policies and procedures.
Team Management: Build a robust team to recruit, train and service the multi branded outlets and supervise Channel partners to ensure the operation effeciency of kiosks, branches and good manpower to run these outlets. Actively coach, train and monitor the sales team’s target achievement

Qualifications:

Bachelor’s Degree preferably in Sales, Marketing or Related Business Field from a reputable University; an MBA is an added advantage
5 – 8 years retail sales experience with good time management, planning and organizing skills
Good decision making, analytical, negotiation, problem solving skills
Good people management and interpersonal skills
Excellent communication and presentation skills with a very good business acumen
A good financial understanding would be desirable
Attention to details, personal motivation and alertness, high quality work deadlines
Team Player, adaptable, proactive and customer centric

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October 26, 2024
Head Home Broadband

Job description
JOB PURPOSE
Airtel plans to continue its support towards the expansion of Broadband in Africa by expanding its product portfolio and becoming operator of choice for Home Broadband and SOHO segments.
This role is responsible for Driving and developing the Home Broadband Strategy across 14 markets for our Africa. This includes the following,

Own the overall Revenue, Customer-Share and profitability of the segment across Africa
Lead the strategy for deployment of relevant technology for providing the services and ensuring partnerships with relevant technology provider
Driving Partnership with Technical & Content Partners. Lead the design of Consumer propositions and Developing the Channel strategy for the various geographies
Drive customer adoption resulting in increase of Revenue and segment profitability
Manage the Home Broadband Leads across all Markets for delivery of country wise revenue & profitability

RESPONSIBILITIES AND ACCOUNTABILITIES:

Generating key customer insights on use of home broadband solutions (needs – met and unmet, usage behaviour, customer journeys, key pain points, services / content needed etc)
Competition Benchmarking : Understanding Competition Strengths & Weakness on both technology deployed for service and consumer propositions
Developing product / service proposition for each market based on the customer insights and current market landscape
Identifying partners to fulfil the customer proposition (Technical, content and channel partners)
Developing the Go To Market strategy for each market (product, pricing, channel – direct and indirect, promotions)
Developing teams in each of the countries for the FTTH & Later for IPTV/ Mobile TV
Managing the overall proposition and product roadmap for the Home Broadband portfolios from initial product to more comprehensive offerings.
Overall responsibility of the meeting the aggressive business growth targets and defining the optimal capacity for future growth requirements
Ensuring excellent execution of distribution plans across Opcos by coaching and performance management.
Managing the Profitability of the segment thru the Right mix of Products

COMPETENCIES

Resilience and ability to deliver against stretch targets
Understanding the competition landscape in each of the market – players, the market size, regulations, technologies used (FFTH, LTE, IWAN or any other), devices offered, spectrum used
Proven Team Leadership skills
Ability to influence and get things done quickly
Ability to work in a cross-cultural/ cross-country environment
Creativity (out-of-the box thinking) and strong entrepreneurial spirit
Strong Commercial Acumen
Strong Customer orientation
Excellent Communication and Negotiation Skills

QUALIFICATIONS AND EXPERIENCE

Bachelor of Technology with in-depth understanding of telecom trends
MBA in marketing
10+ years of experience in leading a highly qualified and experienced team in a highly complex environment
5+ years of experience in leading cross-cultural teams
15+ years of in-depth Sales and Marketing experience in the telecom/ FMCG/ Retail space

October 26, 2024
Airtel Money Assurance Analyst

Job description
Improve compliance environment by supporting OPCOs to ensure availability of tools (e.g. dashboards, SOPs). Effective and timely knowledge share (key learnings). Timely closure of incidents
AM Open Risk Management (Systems)
Follow up resolution of system vulnerabilities Identified from incidents, audits and routine controls via Managed Service partner engagement and driving/ tracking closure on a schedule Africa wide.
AM Open Risk Management (Processes)
Follow up resolution of process vulnerabilities Identified from incidents, audits and routine controls. Documenting revised processes and follow up of rollout/ implementation.
Reporting
Prepare multiple high quality (consolidated) complete and accurate reports in a format suitable for the message and audience and ensure that correct and complete information is sent to the correct recipients on schedule.

October 26, 2024
Non Voice Contact Manager Zonal Sales Manager

Job description
Airtel Kenya wishes to recruit for the position of Non Voice Contact Manager within the Customer Service Division. Reporting to the Customer Service Director, the incumbent’s role involves mapping customer experience requirements vs. employee capabilities across all non-voice contact points with the aim of developing world class customer experience, and employee skills and capability. Plan and execute Quality Assessment non-voice activities as per set standards and guidelines defined by management so as to improve Customer Satisfaction Index for the organization.
Responsibilities include but are not limited to the following:

Develop relevant Key Performance Indicators and tracking mechanisms/data for Service Recovery
Manage and drive performance of service recovery and complaint management
Drive process improvement initiatives
Ensure Social Media customer engagement KPIs are met (Response rate and Response time)
Implement initiatives to increase self-service base
Conduct products review and ensure product design standards are met
Develop governance model according to Business Process agreement and ensure adherence
Create effective quality assessment processes to monitor management of customer queries, requests and complaints.
Motivate, manage team performance and drive coaching

Expected key results:

Drive quality standards for Airtel customer base
Formulate and Implement strategies on Social Media customer engagement
Customer Empowerment
Manage strategy and deployment of self-care and service platforms
Mailbox and Customer correspondents Management
Partner Management
Implement quality monitoring and assessment strategies
Driving CRM capability & work flow

Qualifications:

Bachelor Degree in Marketing, Business Administration or other related field.
An MBA will be an added advantage
5 years with a minimum of 3 years in training management and QA service delivery role, preferably within the Telecoms industry.
Proficiency in Customer CRM platforms

Competencies and behavior

Able to handle, prioritize, multiple projects simultaneously
Able to handle high level of confidentiality regarding company and employee information
Fluent in English and able to articulate, express ideas and opinions
Good Presentation Skills
Strong problem solving skills, including ability to bring individuals or groups to consensus when divergent opinions exist.

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October 26, 2024