Officer: MPesa Ops Service Management
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:
To coordinate and restore services for all incidents based on agreed service levels, operating in overnight shift in a 24/7 standby mode to ensure continuous support and rapid response. The role is responsible for third and fourth-line support and acts as the key interface between third-line support, business verticals, business partners, suppliers, and technology teams. The Business Operations Specialist also leads the management and execution of the Unique Channel to support all M-Pesa verticals, oversees business incident resolution, manages the M-Pesa ticketing system ensuring escalations are resolved within SLA, drives resolution of queries and complaints, and identifies opportunities to simplify and automate processes.
Key Accountabilities:
Impact on the business
• Lead third and fourth-line support for complex and high-impact incidents across M-Pesa platforms and Handle all M-Pesa Ticketing Management and ensure all escalation are resolved within the SLA defined.
• Manage and resolve complex technical cases escalated from second-line support, focusing on individual and coorporate customers from all M-Pesa verticals.
• Operate overnight s in a 24/7 standby mode to ensure immediate availability for incident response and coordination, including outside normal working hours, weekends, and holidays. Ensure continuity of service and rapid escalation for critical business incidents.
• Chase all areas and push for resolution of queries and complaints and Identify opportunities to simplify and automate processes.
• Oversee business incident management, ensuring timely resolution and communication with impacted stakeholders.
Lead fourth-line support for complex and high-impact incidents across M-Pesa platforms.
What we are looking in you:
• Degree in IT, Engineering, Business, or relevant field.
• A minimum of 2 years job related work experience in IT Service Desk and customer service environment is desirable.
• Strong understanding of M-Pesa architecture, integrations, and operational flows.
• Deep knowledge of M-Pesa operations, including Customers, compliance and AML processes.
• Analytical skills for transaction investigation and resolution of complex cases.
• Proven experience in incident management and cross-functional coordination.
• Excellent stakeholder engagement skills, including with external partners and regulators.
• Ability to manage high-pressure situations and drive resolution across multiple teams.
• Strategic thinking and process optimization capabilities.
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.