M-PESA Training and Customer Education Specialist Full Time

Detailed Description

We are pleased to announce the following vacancy for M-PESA Training and Customer Education Specialist role within the Digital Financial Services (DFS) business unit. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to MPESA Operations Manager: Agent/Merchant, the position will be responsible for development, coordination and delivery of M-PESA training programs; documentation and dissemination of M-PESA Products and Services knowledge to relevant audience on a continuous basis (within the organization and for our customers). Digitized M-PESA Customer Education content development.

Job Responsibilities

M-PESA Knowledge content development:

·       Develop content for every M-PESA product or service to be documented in various forms such as videos, audio and written formats.

·       Publish and regularly review all information about M-PESA products and services across various touch points including corporate website and other online channels. These includes FAQs, Tariffs tables, marketing fliers etc.

M-PESA Knowledge needs assessment:

·       Identify gaps and challenges in M-PESA products knowledge and roll out customized training that addresses those challenges.

·       Identify and assess training needs of staff by conferring with managers and supervisors or conducting surveys and plan to plug the training needs gaps.

Documentation and Presentation

·       Document M-PESA products and services knowledge materials that guide training, marketing and general understanding of the product.

·       Ensure that for every M-PESA product or service there are knowledge materials that guide training, marketing and general understanding of the product.

·       Organize and develop training procedure manuals and guides and course materials such as handouts and visual materials.

·       Produce training materials for in-house courses as appropriate. Amend and revise materials as necessary, in order to adapt to changes that occur.

Information dissemination

• ·       Share M-PESA product and services information on request and proactively with all relevant touchpoints.

·       Ensure that for every M-PESA product or service there are knowledge materials that guide training, marketing and general understanding of the product and that they are circulated to the relevant audience in a timely manner.

·       Periodically update Customer Management notice board and knowledge repository systems with current product and services information.

Training programs development and execution

·       Spearhead creation M-PESA products and services training programs across the entire organization

·       Project manage training and development activities to meet current and future business needs.

·       Maintain a high-quality training schedule for all eligible staff, M-PESA Agents and Partners,

·       Facilitate the execution of all training plans at the organization and regional levels to all direct staff, contracted staff, M-PESA Agents and Partners.

·       Work globally, understanding and accommodating M-PESA training needs by all sales regions.

Job Requirements

Must have technical / professional qualifications:

·       Have a bachelor’s degree or equivalent combination of education and experience in business management, business administration communication, journalism, writing, video production or related field.

·       Minimum 3 years’ experience in digitized training content development, training and learning programs formulation, execution and management.

·       Proven desktop publishing skills and use of relevant software.

·       Proven animation and gamification videos production and editing skills.

·       Sound working experience with Mobile Money/Mobile Banking products and services.

Core competencies, knowledge and experience:

·       Strong  written and verbal communication skills, including presentation skills.

·       Experience working within a fast-paced and geographically diverse organization.

·       Organized, Creative and self-motivated with strong problem-solving and analytical skills.

·       Able to think strategically in terms of culture, organizational behavior, business processes, and knowledge management tools.

·       Strong understanding of technology behind Mobile Money and financial services solutions

·       Good appreciation of Business Unit needs both at the operational and strategic level.

·       Be comfortable with taking initiative, interacting with technical and non-technical personnel.

·       Be able to read through and understand previous versions of documentation and perform research to ensure clarity and accuracy of current documentation.

·       Ability to present technical information in a non-technical way.

·       Ability to speak different local languages clearly for live presentation and video scripting.

·       Ability to travel frequently away from Addis Ababa with short notice.

·       Ability to maintain very high standards of integrity as per company policies.

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume. 

https://safaricom.bamboohr.com/careers/111

The closing date for receiving applications is Monday, January 30, 2023.