Specialist: M-pesa Channel Support Full-Time

Role purpose:

Ensure that all Business partner accounts and users are created and managed in M-Pesa system and support all account and identity management activities that are related to M-Pesa.

Ensure that all the operational and support activities within M-Pesa Business Operations are according to the agreed service levels.

Support all internal divisions in the effective performance of their operational processes related to M-Commerce products and services.

Key accountabilities and decision ownership:

• Supporting the M-Commerce business development, manage the business customer’s;
• Activation process as per the agreed SLAs;
• Supporting the Sales and Distribution Divisions, manage the sales activation process for distribution as per the agreed SLAs;
• Manage the agent database by keeping it up to date, and making it available to all users of the information;
• Work with the IT and Network Divisions, support upgrades, change requests and incidents;
• Work with the Customer Service and Distribution Divisions, conduct testing of changes, training of customer facing teams, and 2nd line support for distribution and business customers.

Key performance indicators:

• Create, suspend and recycle M-Pesa, customer, agent and business accounts on the system according to SLA and signed procedures. Support M-Commerce business development, manage the business customers and sales activations, Agent activations for distribution as per agreed SLA;
•  Support IT and Network Divisions, support upgrades, change requests, UAT and incidents. Support to restore normal M-Pesa services as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained;
• Work with the Customer Service and Distribution Divisions, conduct testing of changes, training of customer facing teams, and 2nd line support for distribution and business customers. Perform M-Commerce product operations and processes, including reconciliation with 3rd parties, month end reporting on operational indicators and performing operational reports Perform UAT for all new Products and services.