Tanzania Empowerment Forum Limited (TEF Consult)
Tanzania Empowerment Forum Limited (TEF Consult)
TEF Consult is a reputable management consulting firm specializing in organizational change, talent acquisition, and executive recruitment. We are currently hiring on behalf of our client, a well-established telecommunications company, seeking a dedicated professional to join their team.
Job Title: Airtel Money Merchant Business Support Officer
Department: Airtel Money
Reports To: Airtel Money Operations Manager
Location: Dar es Salaam, Tanzania
Application Deadline: February 20, 2025
Job Overview
We are looking for an experienced and detail-oriented professional to support Airtel Money merchants, including individual vendors, merchant pay subscribers, and agencies. This role focuses on managing merchant accounts, troubleshooting operational challenges, enhancing product adoption, and ensuring seamless merchant experiences. The selected candidate will also coordinate partner support teams and provide second-level assistance for merchant-related inquiries.
Key Responsibilities
1. Merchant Business Operations & Project Management
- Oversee and implement merchant pay projects in collaboration with stakeholders.
- Conduct User Acceptance Testing (UAT) for newly launched solutions.
- Train internal teams and external partners on new merchant solutions.
- Manage Merchant Change Requests (CR) to enhance product features and stability.
2. Merchant & Partner Support
- Provide timely assistance to merchants, agents, and business partners to resolve service-related issues.
- Act as the main liaison between merchants and internal teams to ensure quick issue resolution.
- Maintain strong business relationships to foster continued growth.
- Monitor fund allocations, bank sweeps, and commission payments for partners.
- Proactively ensure merchant operations run smoothly without disruptions.
3. Driving Product Adoption & Market Insights
- Conduct market research to assess merchant product performance and trends.
- Coordinate marketing activities, including Below-The-Line (BTL) and Above-The-Line (ATL) campaigns, to promote merchant payment services.
- Develop and execute strategies to boost Airtel Money transaction volumes and values.
4. Compliance & Process Management
- Regularly update and review merchant onboarding, fund movement, and compliance procedures.
- Ensure compliance with Know Your Customer (KYC) regulations and maintain secure documentation.
- Assist with internal and external audits related to merchant operations.
- Oversee timely processing of partner payments upon financial approval.
5. Reporting & Data Analysis
- Generate and track merchant onboarding reports (weekly and monthly).
- Monitor float purchases and manage automated and manual funding processes.
- Maintain a complaints register, analyze common merchant issues, and track resolution progress.
- Prepare detailed reports to support business decision-making.
6. Stakeholder Engagement & Process Improvement
- Collaborate with internal and external stakeholders to ensure smooth merchant operations.
- Support the implementation of new processes and test system enhancements.
- Maintain clear communication to keep all relevant teams informed about business and operational updates.
Key Performance Indicators (KPIs)
- Efficient and timely activation of merchant accounts.
- High service level agreement (SLA) compliance for resolving merchant issues.
- Growth in merchant transactions and customer engagement.
- Accuracy and timeliness of reports.
- Proactive problem resolution and effective communication with business partners.
Qualifications & Experience
Education:
- Bachelor’s degree in IT, Data Science, or a related field (preferred).
Experience & Skills:
- At least one year of experience in product support.
- Background in the financial or telecommunications industry is a plus.
- Proficiency in Microsoft Excel, PowerPoint, and Word.
- Strong analytical and problem-solving abilities.
- Excellent interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Passion for customer service and business growth.
Why Join Us?
- Work with a leading telecommunications company.
- Be part of an innovative and dynamic team.
- Gain hands-on experience in mobile money solutions and merchant operations.
- Explore career growth opportunities within the organization.
How to Apply
Qualified candidates should submit their CVs and cover letters to the email below before February 20, 2025.
Email: info@tef.co.tz
Office Address: P.O. Box 33542, Dar es Salaam
For inquiries, contact:
Human Resource Manager
Email: info@tef.co.tz
Don’t miss this opportunity to grow your career in the telecom sector. Apply now!
