Senior Specialist: M-Pesa Business Quality Assurance

Role purpose: It plays a critical role in the institution The Process Quality Senior Specialist is responsible for ensuring that all business processes are accurately mapped, documented, and formally approved. The role involves maintaining an updated library of procedures and policies, facilitating process reviews for risk identification, control design, and efficiency optimization, and promoting process digitalization and standardization across the organization. Ensure the M-Pesa staff follows the set processes and adheres to best Business practices and quality standards by Ensuring legal and AML obligations are followed and ensuring compliance with regulatory bodies and with health and safety guidelines. Keeping accurate documentation and performing M-Pesa statistical analysis.

Key accountabilities and decision ownership:

•    Ensuring all key business processes are mapped, documented, and formally approved.
•    Maintaining an up-to-date repository of policies, procedures, and process documentation. 
•    Monitoring the review and update schedule for all process documentation.
•    Publish approved policies and procedures and communicate updates to relevant stakeholders.
•    Support Business identifying process risks and ensuring adequate controls are implemented.
•    Driving process digitalization and efficiency improvement initiatives.
•    Conduct training sessions for staff on process documentation standards, policy adherence, and control frameworks.
•    Monitor the effectiveness of implemented processes and recommend continuous improvement initiatives.
•    Analyse process-related data to identify patterns, inefficiencies, and potential enhancements.
•    To own and monitor deliverable of the M-Pesa Consumer experience (Customers, agents, merchants, business partners) by COPS with excellence in all aspects of Consumer operations while interfacing with the multi-sectored internal and external stakeholders.
•    Build and Consider Auditing Principles on the Management of Consumers
•    Manage and report de efficiency of Processes of the entire business portfolio 
•    Protects and tracks overall Consumer experience that COPS deliver when serving the M-Pesa services verticals 
•    Customer Experience- Report recommendation implementation 2nd and 3rd Line Operational efficiencies Measurement (KPI, KPO,SLA)
•    Create new ways of working and Propose M-Pesa Processes enhancement 
•    Design and improve internal support on Customers queries 
•    Reports and performs analytic analysis with regards to the overall consumer experience in all consumer touch points (Retail, COPS, Digital Channels) and the respective responsiveness of the supporting functions
•    Inherit and Implement the Business Transformation KPI’s and new ways of working in useful time to Business  teams and other stakeholders form a common Goal response
•    Create Policies and Procedures for the Business and Regulator adoptions. 
•    Ensure proper M-Pesa Operations internal control, Planning, Organize and Control 
•    Implement corrective actions to address identified quality issues and evaluate the effectiveness of internal controls and processes.
•    Inspection and Testing: Regular checks to identify defects or deviations from standards, implementing measures to address any identified issues.

Core competencies, knowledge and experience:

•    Process Mapping and Analysis: Proficient in documenting processes using flowcharts, diagrams, and standard templates.
•    Risk Assessment: Ability to identify potential risks and recommend appropriate controls.
•    Digitalization and Automation: Knowledge of process optimization tools, software, and automation solutions.
•    Attention to Detail: High level of accuracy in documentation and process analysis.
•    Communication Skills: Strong verbal and written communication for preparing reports, training materials, and procedural guidelines.
•    Analytical Thinking: Ability to assess complex processes and recommend practical improvements.
•    Project Management: Skilled in managing multiple process review and documentation projects simultaneously.
•    Data Analysis: Ability to extract insights from process data to support decision-making.

Must have technical / professional qualifications: 

•    Bachelor's degree in finance, business administration, Process Engineering, or a related field. Relevant professional certifications are a plus.
•    Proven relevant experience in process quality management, process improvement, risk management, or internal control.

Key performance indicators:

•    Percentage of business processes documented and formally approved.
•    Timeliness of policy and procedure updates.
•    Reduction in identified process risks after implementing control measures.
•    Number of digitalization and efficiency improvement initiatives successfully implemented.
•    Compliance rate with established process documentation standards.
•    Employee training and awareness sessions conducted.
•    Feedback from internal stakeholders on process clarity and accessibility.
•    Customer Satisfaction;