Products Support Specialist

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. 
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Core competencies, knowledge and experience 

• 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

Must have technical/professional qualifications: 

• 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.