JOB PURPOSE: 

To own the Merchant payment products operations, support and ensure effective performance of Merchant products and services 

KEY ACCOUNTABILITIES;

• To administer merchant department daily operations
• To achieve agreed growth KPI’s for merchant portfolio in line with the M-Pesa Merchant Payments business plan.
• Responsible for driving the merchant payments recruitments and retention initiatives
• Ensure there is effective inter-departmental synergies so that customers are served well
• Work side by side with the support team and drive an effective retention strategy
• Liaising with regional heads to scope the size of the market in the regions and determine the required resources or workforce 
• Liaising with merchant distribution channel in the regions for operational matters and determining the required resources 
• Ensure merchants are on-boarded and training is done so merchants are clear on how support and products work
• Open new business opportunities by networking within the existing customer base and targeted accounts delivering agreed net new business revenues 
• Develop sound business relationships with key merchant segments, representing the company as a professional, quality organization, in order to maximize awareness and use of our service
• Work with the product team and ensure solutions are customized to meet customers’ requirements
• Supervise a team of relationship managers and ensure that they each meet their individual allocated target and the target for the group is also achieved 
• Have monthly performance review meeting with Aggregators to monitor and track performance and retention initiatives 
• Act as an escalation point for any customer-facing issues that the team can’t manage
• Work with Segment manager to design initiatives, schemes, target setting and push activities for team

QUALIFICATIONS & EXPERIENCE;

• 5 years’ relevant experience in the M-Commerce environment, having being exposed to all disciplines. 
• Relevant postgraduate diploma or degree, commercial focus preferred 
• Management experience will be an added advantage 
• Swahili & English (fluent) 

CORE COMPETENCIES;

• Operational Management – experience with management of large teams achieving deadlines 
• Partner Management – delivery of results through partners and SLA’s
• Customer-focused – passionate about the delivery of results to internal and external customers 
• Commercially astute – solid understanding of the market, competitor, & customer 
• Process and Control Oriented – solid understanding of key cross-functional processes touching M-Commerce; able to play an efficient role; able to spot optimization and risk management opportunities 
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions, expert spreadsheet skills a distinct advantage. 
• Presentation and communication skills – superior, both written and oral. Experience in report writing an advantage, expert word processor, Excel, and PowerPoint skills a distinct advantage
   

• Dynamic Prioritisation and Multi-Tasking
• Business Partnering
• Requirements Analysis
• Change and Adaptability
• Data-Driven Decision Making
• Complexity Management
• Expert Communication
• Drives Continuous Improvement