This job listing has expired and may no longer be relevant!

Specialist: M-Pesa Field Activity & Fraud

Vodacom Full-Time  Maputo, Maputo, Mozambique 12 Jun 2018

Job Description

Role purpose:

Guarantee Support on management and necessary Control on M-Pesa transactions.

Ensure that back office team is executing within the parameters, monitored through the various automated reports and supported by the necessary systems, tool, accesses and dynamic processes & procedures in force within the area, for the continuous improvement of performance and service levels overall.

Key accountabilities and decision ownership:

  • Support on:
  • Team task management & help monitor SLA level (in & out);
  • Creating Process & Procedure and lead to its success Implementation, its flows, by supporting the owners of the processes, all stakeholders and guarantee objective and efficient Control mechanisms.
  • Being highly involved and represent the operational part and its actual needs in M-Pesa projects (new or existing) where it requires actions / system upgrading or manual transactions for 1st and 2nd lines;
  • Fraud Monitor, causes and propose solutions for mitigation;
  • Back Office Results & Performance marks;
  • First & Second Line  queries Statistics & Impact;
  • M-Pesa Back Office transactions Management Strategy, Challenges, changes & recommendation when necessary.

Key performance indicators:

  • 80% of received query, solved on same Month;
  • 80% of 3rd line support resolved on Same Month;
  • Guarantee that necessary Escalation is done on time.

Must have technical / professional qualifications:

  • At least 3 years working experience within the Customer Service environment;
  • Good knowledge of process and procedures and how to elaborate;
  • Strong Orientation to Technologies, Systems, Applications & CRM criticism;
  • Strong Customer Service background.

Core competencies, knowledge and experience:

  • Management Skills and very intensive interaction with all M-Pesa services 3rd line /support areas;
  • Ability to use own initiative;
  • Systems & Data analysis, objective-thinking, judgment and leadership skills;
  • Customer obsessed & Persistent;
  • Should have strong sense of professional scepticism, be a critical thinker, and be dedicated to continuous improvement of the division.