Role purpose:
To sustainably grow M-Pesa’s network of agents
Key accountabilities and decision ownership:
• Implement initiatives to continuously improve the quality of M-Pesa’s nationwide agent network and simultaneously aggressively grow that network without compromising quality, ultimately impacting the customer experience at agent level;
• Implement effective, cross-functional, back-office and administration processes to support the acquisition and management of agents.
• Implement initiatives to continuously increase agents’ transactions volume;
• Recruit, train Territory supervisors;
• Interface with M-Pesa Technology, Operations, Customer Services, Finance, Compliance, Legal, Supply Chain, Billing & IT and Marketing functions to ensure end-to-end business support to the Sales and Distribution functions.
• Supervise and lead the team within his region;
• Increase interest and highlight the image of M-Pesa in his region;
• Implement controls and monitor the activities of the team under his region;
• Identify training needs for the team and agents within his region;
• Monitor quality indicators;
• Manage conflicts and incidents;
• Develop commercial partnerships;
• Ensure the business objectives are met;
• Ensure that the procedures and tools are and will be applied and used in accordance with the normative and regulations.
• Design the processes and procedure of the division;
• Monitor the implementation of the procedures;
Core competencies, knowledge and experience:
• Commercially astute and strategically oriented – solid understanding of market, competitor & customer. Solid understanding of the integrated set of products and services included within the M-Pesa portfolio; able to identify opportunities for M-Pesa and structure initiatives to transform these opportunities into reality.
• Strong negotiation skills with internal and external stakeholders.
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions. Expert spread sheet skills a distinct advantage.
• Inspirational Leadership – develop and maintain great working environment throughout all levels of the M-Pesa organization.
• Presentation and communication skills – written and oral.
Must have technical / professional qualifications:
• University degree in a Commercial related area.
• A minimum of 5 years relevant experience in a management role within a commercial function covering distribution and/or retail network management.
• Proven people management and motivational skills
• Knowledge and experience of the financial services and telecommunications industries will be an advantage.
• Strong planning and networking skills.
• Ability to draft, continuously review and enforce policies and procedures to improve division’s efficiency and effectiveness.
Key performance indicators:
• Number of active M-Pesa agents
• Agents transactions volume
• Net Promoter Score leadership in the Mobile Money categories of: “friendliness of agents”, “helpfulness of agents”, “ability to find an agent”, funds”, and “send and deposit money – 1st attempt”
• People Survey continuous improvement
To apply, access the following link:
