Role purpose:

To execute all M-Pesa products support task and ensure effective performance of M-Pesa products and services.

Key Accountabilities

Supporting the Customer Service and Distribution Divisions, define and monitor the customer experience for consumer, business and distribution users of the M-Pesa systems, including testing of changes, training of customer facing teams, and 2nd line support for distribution and business customers.
Maintain business relationship with 3rd parties and ensure SLAs maintained on customer queries resolution.
Work with Customer service team and all internal business units to track queries out of SLA as reported on the back-office dashboard.
Supporting the Sales and Distribution Divisions, manage sales activation process for distribution and business customers on the M-Pesa systems.
Supporting the Legal and Regulatory Division, implement AML and compliance controls and monitoring, data clean up and reconciliations.
Perform M-Pesa product operations and processes, including reconciliation with 3rd parties, and performing operational reports to support finance, sales, distribution, and customer service teams.

Project Management – experience with management of project, teams & achieving deadlines.
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions.
Presentation and communication skills – superior, both written and oral. Experience in report writing, Excel and PowerPoint
Strong stakeholder management skills
Ability to adapt to changing requirements

2+ years’ experience industry or functional experience.
Bachelor’s degree in business administration, Economics, Marketing or its equivalent.
Strong analytical skills and business acumen.
Build and maintain relationship with key stakeholders in the value chain.
Mobile Financial Services experience would be advantageous.
Project knowledge and experience would be advantageous.