Reporting to the Tribe Lead – Managed Services Tribe, the role holder will lead the design, development, and deployment of integrated solutions. These solutions may include connectivity, digital transformation tools, public service platforms, and data management systems.The role requires close collaboration with internal teams, customers, and technology partners to deliver impactful solutions that drive operational efficiency, customer engagement, and service delivery.

Responsibilities

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.

Qualifications

• 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