To supervise all the activities and tasks of the M-Pesa back-office team, interact with the different stakeholders to guarantee that Customer queries are resolved/closed within the agreed time. Create/revise SLAs with the different support areas ensure that we provide our Customers with the best experience. Manage the team through continuous process simplification/automation and efficient resources management.
Key accountabilities and decision ownership:
Guarantee that the M-Pesa Back-Office team achieves the expected results within the agreed SLAs;
Creation/revision of processes & procedure;
Management of the team’s performance;
Analysis of queries impact and its statistics for suggestions of process improvement/simplification; and
Interaction with the various areas in the process to resolve and improve Customers’ queries.
Key performance indicators:
85% of received query, solved on same Day/ Month;
80% of 3rd line support resolved on Same Month;
100% Customer queries closed within 6 working days.
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;
Experience in leading big teams.
Core competencies, knowledge and experience:
Ability to use own initiative;
Systems & Data analysis, objective-thinking, judgment and leadership skills;