We are pleased to announce the following vacancy for Credit Controller- Onboarding & Governance( Payments allocation & Customer Billing) within Finance.  In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the Senior Manager – Credit & Collections, the role holder will;


  • Ensure timely allocations of customer payments, administration of customer accounts changes and response to queries by proper coordination while delivering best standards to achieve customer retention.
  • To achieve customer obsession through billing & bill dispatch management to customers within the SLA.
  • To ensure Milestone processes are adhered to, well planned and executed to enhance consistency in collections and account management.
  • Ensure timely post pay query resolutions and feedback for CnC email folder and Ebill  escalations folder as stipulated by the SLA.
  • Enhance Robust reporting and tracking of all departmental queries with a view to track and reduce month on month.
  • Ensure monthly review of customers contact details to ensure receipt of bills and communication to the customers.


Detailed Description

  • Daily management of Payments allocations to ensure Accuracy and completeness on allocations of the VIP ledger.
  • Timely monitoring of accounts in collections in ensuring that they are reconnected once the payment is allocated.
  • Weekly reviews with the debt management team in ensuring all corporate payments remittances are provided.
  • Monthly Review of the payment allocation process and plan out efficient way for the next month.
  • Timely query resolutions for CnC email folders and Ebill folder through bill dispatch feedback to ensure closure and reduction of debt.
  • To champion the exercise of email sourcing through interactions & customer engagement in order to improve the e-bill solution uptake for EBU & CBU post pay customers.
  • Coordination of departmental milestones executions hand in hand with all the account managers to enhance collections consistency
  • Co-ordination and communication & administration of Letters received to the Department.
  • Coordination of the post pay terminations/ retention and churn.
  • Enhance the billing and bill dispatch process end to end to timely delivery of bills to customers
  • Enhance continuous sourcing and update of emails from customers to ensure consistent accuracy on bills dispatched
  • Analyze the churn reports trend analysis for effective decision making within the business
  • Ensure all credit notes raised to the assigned LOBs have been fully signed and posted and allocated by receipting team.
  • Partnership with enterprise and consumer business units for effective preparedness in resolution of all issues within 4 hours SLA and feedback to customers to ensure that every experience with us is memorable
  • To continually participate on Post pay stakeholders trainings and process reviews.
  • Preparations of sectional reports and audit Schedules.
  • Ensure completion of reports within the set timelines portfolio management.
  • Daily handling  Customers queries through Letters, Emails to credit, telephone calls, walk in customers, Siebel Activities and  Service requests (SRs)
  • To ensure expedient management of customer queries on Ebill folder feedback in 4hrs turnaround time.
  • Preparation of weekly/Monthly reports and schedules.
  • Trend analysis reporting on the ebill folder.
  • Coordination of Bill printing and dispatch by the Outsourced agent to ensure the set SLA and quality checks are continuously identified and reviewed the Safaricom Way.




  • First Degree in a business discipline or social sciences
  • Diploma in Credit Management
  • Five years hands on experience in credit management
  • High Resilience and have impeccable character

How to apply