JOB PURPOSE 

To own the M-Commerce products support and ensure effective performance of M-Commerce products and services

KEY ACCOUNTABILITIES 

• Supporting the Customer Service and Distribution Divisions, define and monitor the customer experience for consumer, business and distribution users of the M-Commerce systems, including testing of changes, training of customer facing teams, and 2nd line support for distribution and business customers. 
• Maintain business relationship with 3rd parties and ensure SLAs maintained on customer queries resolution.
• Work with the Customer service team and all internal business units to track queries out of SLA as reported on the back office dashboard.
• Supporting the Sales and Distribution Divisions, manage sales activation process for distribution and business customers on the M-Commerce systems. 
• Supporting the Legal and Regulatory Division, implement AML and compliance controls and monitoring, data clean up and reconciliations. 
• Perform M-Commerce product operations and processes, including reconciliation with 3rd parties, and performing operational reports to support finance, sales, distribution and customer service teams. 

QUALIFICATIONS & EXPERIENCE 

• 5-10 years’ relevant experience in the M-Commerce environment, having being exposed to all disciplines. 
• Relevant postgraduate diploma or degree, commercial focus preferred 
• Management experience will be added advantage 
• Swahili & English (fluent) 

CORE COMPETENCIES 

• Operational Management – experience with management of large teams achieving deadlines 
• Partner Management – delivery of results through partners and SLA’s 
• Customer-focused – passionate about delivery of results to internal and external customers 
• Commercially astute – solid understanding of market, competitor, & customer 
• Process and Control Oriented – solid understanding of key cross-functional processes touching MCommerce; able to play an efficient role; able to spot optimization and risk management opportunities 
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions, expert spread sheet skills a distinct advantage.
• Presentation and communication skills – superior, both written and oral. Experience in report writing an advantage, expert word processor, Excel, and PowerPoint skills a distinct advantage
   

• Dynamic Prioritisation and Multi-Tasking
• Business Partnering
• Ownership
• Resilience