Specialist Digital Channels & Online Pay
Aggregate function:
Commercial
Business Area:
Local M-Pesa
Posting Country:
Tanzania, United Republic of
Date Posted:
3 Sept 2026
Full Time / Part Time:
Full Time
Contract Type:
Permanent
Role Purpose and Key Responsibilities
Role Purpose:
Reporting to the Manager Digital Channels & Online Payments, the Specialist supports the execution, monitoring, and continuous improvement of M-Pesa digital channels and online payment solutions. The role coordinates day-to-day business activities, analyses channel and payment performance, supports product enhancements and partner initiatives, and helps deliver secure, reliable, customer-centric digital payment experiences.
1. Digital Channel Performance & Adoption
- Support growth and adoption of M-Pesa digital channels.
- Monitor channel performance, usage, revenue, and service availability.
- Identify gaps and coordinate improvements.
- Prepare performance reports and dashboards.
- Support customer awareness and adoption initiatives.
2. Online Payments Support
- Support growth of online payment solutions.
- Monitor payment performance, revenue, and service issues.
- Drive improvements in customer experience and usage.
- Identify new online payment opportunities.
- Support implementation of approved use cases.
3. Product Development & Innovation
- Gather and validate business and customer requirements.
- Support development of business cases and product enhancements.
- Coordinate testing, launches, and post-launch reviews.
- Maintain product documentation and trackers.
- Monitor market trends and recommend improvements.
4. Partnership & Stakeholder Management
- Support engagement with partners and digital ecosystem players.
- Coordinate onboarding, testing, and issue resolution.
- Track partner performance and commitments.
- Collaborate with internal and external stakeholders to deliver initiatives.
5. Customer Experience & Service Management
- Monitor customer feedback and service issues.
- Coordinate resolution of customer-impacting incidents.
- Recommend improvements to customer journeys and service reliability.
- Maintain accurate customer and operational information.
6. Analytics & Commercial Performance
- Analyse customer, transaction, and revenue data.
- Support forecasting, business cases, and performance reporting.
- Track initiative delivery and commercial outcomes.
- Maintain accurate records for planning and review.
7. Governance, Risk & Compliance
- Ensure compliance with regulatory and internal requirements.
- Support required approvals and reviews.
- Maintain audit and compliance documentation.
- Escalate risks, control gaps, and service issues promptly.
Professional Qualification and Skills
- Bachelor’s degree in Business Administration, Economics, Finance, Marketing, Information Technology, Telecommunications, Engineering, or a related discipline.
- Minimum of two years of relevant experience in digital products, digital payments, fintech, telecommunications, financial services, e-commerce, business development, product support, or a related field.
- Practical experience supporting digital products, mobile applications, payment platforms, or digital customer channels.
- Experience in business analysis, performance reporting, requirements documentation, testing, project coordination, or partner support.
- Understanding of mobile money, digital payments, online commerce, virtual cards, application ecosystems, customer journeys, and platform-based business models is an advantage.