Spec. Mpesa Retail Business Support

Job Description

JOB OBJECTIVES

• M-Pesa Customers and distribution operations management
• Supervise the Retail Business operations team
• Partner performance review and analysis
• Make sure all SLA are met by managing all duties under business operations
• Fault types of management following defined priorities and SLAs (Buy Bundle, Airtime, ATM, Pay TV, Fees, ...)
• Manage Partner requests sent by email including any other channel (Pin Reset, Password Reset, SIM Swap, Reversal, Update etc.)
• Manage all CIC tickets escalation to M-Pesa
• Dealing with complaints from Tradeline including all matters related to inbound and outbound calls
• Manage properly the escalation process with partners where tickets can’t be resolved at M-Pesa level
• Initiate or approve transactions according to the policies and procedures that are in place
• Stay in constant contact with Product team and the M-Pesa Technical to escalate problems internally
• Responsible for Money recovery from Customers Old accounts to Customers New accounts according to the old accounts Management Proces
• Responsible to monitor all Robotics process automation (RPA) and report any issue to technical team to make sure all RPAs are always up and running
• Daily and weekly performance report