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 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 product team and ensure solutions are customised 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 M-Commerce environment, having being exposed to all disciplines.
• Relevant post graduate diploma or degree, commercial focus preferred
• Management experience will be 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 delivery of results to internal and external customers
• Commercially astute – solid understanding of 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 spread sheet 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