Key accountabilities and decision ownership

Product Strategy and Development

• Develop and own the product roadmap for integrated solutions .
• Recommend the nature and scope of present and future integrated solutions by reviewing product specifications and requirements, appraising new product ideas and/or product changes.
• Provide technical & thought leadership throughout various stages of product lifecycle – planning, design, specification, implementation and launch.
• Create user cases and detailed integrated product roadmap documents to articulate desired features and functionalities.
• Build relationships with, onboard and manage partnerships required for the execution of the integrated solutions.
• Conduct market research and analyze trends in the market to identify opportunities for innovation.
• Define product requirements, ensuring alignment with customer needs and regulatory frameworks.
• Identify opportunities for product innovation and enhancements.
• Assess and benchmark to competition, and drive market leadership through best-in-class integrated solutions and customer experience.
• Prepare market requirement documents and product use cases to drive product activity.
• Work with commercial team to develop pricing strategies and product policies.

Stakeholder Engagement

• Build strong relationships with sales teams and other key stakeholders to understand the challenges and priorities of the customers
• Collaborate with sales, marketing, and technical teams to create value-driven proposals.

Solution Deployment and Optimization

• Oversee the implementation of integrated solutions, ensuring timely delivery and quality.
  Monitor product performance and gather feedback to inform continuous improvement.
• Work with technical teams to resolve issues and enhance user experience.

Cross-Functional Collaboration

• Partner with finance, operations, and compliance teams to ensure solutions meet      internal standards and  government regulations
• Coordinate with technology partners to source, integrate, or co-develop complementary products.

Reporting and Metrics

• Develop and track KPIs to measure the success of implemented solutions.
• Prepare regular reports on product performance & projects progress
• Track and analyze metrics compared to industry benchmarks, publish reports on product performance, trends, and risks/opportunities for both short and long term.
• Support teams that track and manage business case metrics and financial planning models ensuring that product delivery stays on track and on budget.
• Monitor impact of product features on key metrics

Key performance indicators:

Product Performance & Quality

• System uptime and availability: Percentage of time product is operational.
• Incident resolution time: Average time to resolve product issues.
• User satisfaction score (NPS ): Customers feedback.

 Stakeholder Engagement & Relationships

• Strategic partnerships developed: Collaborations with key stakeholders & partners
• Adherence to ICT policies and regulations.

Innovation & Scalability

• New features deployed: Enhancements tailored for customer needs.
• Integration success rate: Seamless connection with existing customer systems.
• Scalability across counties: Expansion of the product to multiple jurisdictions

Revenue & Financial Impact

• Annual revenue from customer contracts: Growth in billings.
• Average revenue per Account (ARPA): Value derived from each customer.
• Cost savings generated for customers: Efficiency and financial impact of the product.

Product Adoption & Market Penetration

• Number of customers onboarded: Customers using the product.

Core competencies, knowledge and experience:

Business Competencies:

Working With Others

• Ability to align product strategies with the organization long term business objectives
• Understanding of market dynamics to anticipate trends and identify growth opportunities
• Knowledge of how  integrated solutions contribute to the broader organizational strategy
• Awareness of regulatory and compliance requirement in the industry
• Expertise in designing and optimizing businesss models for integrated solutions.
• Ability to translate customer needs into business opportunities
• Knowledge of co-creation models for joint value delivery
• Communicates simply to excite and engage people
• Pro-actively adapts own style and approach to build rapport, and work with others more effectively.
• Builds and maintains strong relationships and networks.

Operational Excellence

• Ability to design and implement efficient workflows that reduce waste and enhance productivity
• Targets effort and resources on high-value, high impact activity.
• Focuses on achieving maximum performance and driving continuous improvement .
• Thinks about processes and problems cross-functionally and end-to-end
• Uses knowledge of products, technology, process, systems and policy to solve problems.

Creativity and Innovation

• Finds creative ways to exploit opportunities and solve problems.
• Takes risks and pushes what is possible.
• Experiments with unorthodox approaches and recommends process system & policy improvements.

Business Know-how

• Uses data and research to make decisions that are competitively and financially robust.
• Balances current and future needs.
• Thinks and acts like an owner of the business.
• Acts in line with legal, regulatory, professional and ethical standards.

Working With Change

• Responds flexibly to changing situations
• Manages the business and people aspects of change to drive performance.

Project and Programme Management

• Defines scope and deliverables in terms of time, cost, quality and business benefit
• Schedules activity and identifies resource needs, dependencies and synergies
• Evaluates progress, mitigates risks and addresses issues.

Functional Competencies:

Products, Services and Technology Knowledge

• Explains the functionality and benefits of our products and services in simple terms that excite and engage the Customer
• Matches our products and services to our Customers’ needs
• Explains the value of Safaricom solutions compared to our competitors
• Fixes problems to maintain service
• Enable product, customer & competitor awareness for sales, customer operations and retail teams
• Business Development & Sales Planning
• Forecasts future sales, revenues and risks
• Plans sales activities for sectors and Lines of Business (Lobs) to maximize sales and grow revenues
• Identifies and qualifies opportunities to develop new business.

Solution Selling

• Wins and retains Customers by identifying their needs or business challenges, and matching them to Safaricom products and services
• Identifies opportunities through CVM to win more business by up-selling and cross-selling

Negotiation

• Responds positively and professionally to objections, and addresses the Customer’s needs to successfully close the sale
• Uses a range of techniques and approaches to make agreements that add value for Safaricom and our Customers
• Understands customers’ commercial drivers and leverages them in negotiations
• Applies commercial acumen to maintain a healthy profit margin

Competing to win

• Brings energy and passion to work and always aims to beat the competition
• Knows what the competitors are offering, how our offer compares and uses data to drive decisions

Service Quality and Planning

• Own the Customer Satisfaction and NPS
• Plans activity to improve service and proposition quality
• Forecasts future customer contact patterns and volumes across contact channels.

• Business degree in Business Administration, Engineering, Computer science or related field
• Master’s degree, MBA, M.Sc in product Management or Technology management  is an added advantage
• 5+years of experience in product management specifically in integrated solutions or technology-based offerings
• Proficiency in Agile, Scrum or Kanban frameworks
• Familiarity with technologies like cloud computing, AI/ML and Data Analytics
• Experience in API’s  system integrations and SaaS solutions
• Knowledge of MDM (Mobile Device Management)
• Experience with CRM & ERP platforms
• Understanding of the target market Strong financial analysis skills including budgeting, forecasting and ROI analysis
• Experience in building product roadmaps and setting clear KPIs
• Certification in relevant technical areas e.g-AWS,Azure,Google cloud
• Knowledge of regulatory requirements and compliance in industry