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Spec. Mpesa Retail Business Support

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Congo, the Democratic Republic of the
Date Posted:  19 Dec 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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