BUSINESS SERVICE MANAGER- SMES

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

BUSINESS SERVICE MANAGER- SMES

EBU –BSMSMES -JUNE 2013
We are pleased to announce the following vacancy in the Enterprise Business Departmentwithin the Enterprise Business Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below
Reporting to the Senior Manager – SME/SOHO, the job holder is responsible for working with a team of Client Services Managers, Retail champions, dealers and Telesales team with an objective of retaining business revenues across the customer base, develop and manage premier customer relations within the SME SOHO segment and develop and execute an overall retention strategy built around various channels for SME SOHO customers.

The successful candidate will be responsible for;

• Implement the overall SME retention strategy across the various retention channels, client service managers, Retail champions, Telesales, Dealers;
• Address contracts at risk of termination and monitor renewal of contracts;
• Track baseline revenue to ensure 100% retention of for accounts within the teams TML;
• Monitor and manage quick and full resolution of client escalations;
• Identify ways to delight customers through various activities;
• Identify opportunities to scale of retention of SMEs by leveraging various channel opportunities;
• Ensure the team develops strong relationships with customers to maintain ongoing revenue stream;
• Pro-active field service management for top accounts ;
• Develop and implement churn mitigation initiatives;
• Weekly reports on Client Service Manager, Telesales, Retail and other channels performance and retention activities;
• Audit current process with an aim of improving them to serve customer needs;
• Identify and drive the areas of improvement within ESR processes and procedures;
• Manage the growth, development, performance, motivation and recommend the reward of staff in the section;
• Drive Customer Delight Index and Customer Satisfaction surveys.

The ideal candidate will possess:

• A Bachelor’s degree in Business or any other related field;
• At least 5 years exposure in Service and Relationship Management for micro, small and medium enterprises preferably from banking, FMCG or Telco environment ;
• Commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise;
• Strong relationship building skills preferably from a major blue chip company;
• Ability to inspire and manage a business service team;
• Demonstrate ability to deliver results i.e. meet and surpass targets.

If you meet the requirements and are self-driven, proactive and up to the challenge, please send your resume and application letter quoting the job reference number to the address below. All applications must be delivered on or before Tuesday 25th June, 2013.
Head of Talent & Resourcing
Safaricom Ltd Nairobi
via E-mail to hr@safaricom.co.ke