Responsibilities

• Develop processes and procedures to ensure efficient management of operations.
• Identify and propose improvement opportunities for Airtel Money operations with respective business units to increase efficiency.
• Ensure the quality of service by enforcing compliance with Airtel Money processes and procedures as well as the organizational and regulatory standards.
• Drive Airtel Money partner onboarding, training, complaint resolution and user support.
• Timely resolution of escalated issues which may include allocation or deallocation of partner funds, technical and customer related issues in liaison with relevant stakeholders.
• Participate in the Call Centre governance meetings to address timely resolution of all Airtel Money-related Customer complaints.
• Review of customer journeys in liaison with Customer experience teams to improve service delivery and uptake of products and services.
• Participate in developing service level agreements (SLAs) with partners and key stakeholders
• Ensure team Participation in system testing for all modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
• Drive closure of user and customer impacting system malfunctions within given SLA.

Qualifications

• Undergraduate degree in Business related field.
• At least 8-10 years’ relevant experience in  mobile money commerce or digital payments with at least 3 – 5 years in a leadership role.
• Project Management qualifications will be an added advantage.
• Good knowledge of Operations supports digital payment solutions.
• Advanced Excel skills.
• Good understanding of the requisite regulatory requirements within the industry.
• Good understanding of the Kenyan mobile commerce Market.
• Strong data analytical and problem-solving skills.
• Good planning and organizing skills.