M-Pesa Back Office & Projects Coordinator
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
• Overall accountability of managing agent queries and productivity.
• Supporting on ground initiative executions by working together with Regional M-Pesa Leads, TMs, TDRs and others.
• Drive actionable commercial in regard to performance and strategies of all channels
Key accountabilities and decision ownership
• Manage Back Office and Super Agent Queries: Provide timely resolution and support for operational and service-related inquiries.
• Support Trade Activities: Share daily operational reports and insights to ensure smooth execution of trade initiatives.
• Collaborate with Regional M-Pesa Leads: Drive product and service implementation, offering execution support across regions.
• Project Management: Oversee and deliver projects such as PPO, survival initiatives, and other Sales & Distribution (SnD) projects within defined timelines and standards.
• Campaign Communication & Strategy: Coordinate communication, strategize execution plans, and provide feedback on ongoing campaigns to optimize performance.
• Ensure Compliance: Monitor and enforce adherence to regulatory and internal compliance requirements for all SnD projects.
• Regional Base tracking and reporting working with the CVM team
Core competencies, knowledge and experience
• Excellent analytical and logical reasoning skills translated from customer insights and different reports.
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor, and market dynamics.
• Able to challenge the status quo.
Must have technical/professional qualifications:
• 1+ years’ experience industry or functional experience.
• Bachelor’s degree in business administration, Economics/Finance, Marketing or its equivalent.
• Strong analytical skills, use of SQL, power BI, click or any other business insight tool.
• Build and maintain relationship with key stakeholders in the value chain.
• Mobile financial services experience would be advantageous.
• Technical knowledge on data analytics and experience would be advantageous.
• Skills on managing large base of partners.
Key performance indicators:
• Drive productivity of M-Pesa S&D
• Accurate and timely delivery of Initiatives for execution and business support
• End to end execution of Sales Initiatives,.
• Project Implementation
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.