Summary
Date Posted: Friday, February 14 2025, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
The Airtel Money Merchant Business Support Officer will provide operational support to all Airtel Money Merchants, including individual merchants, subscribers performing merchant pay transactions, and Merchant Agencies. The role involves managing merchant account activities, resolving operational issues, driving product usage, and ensuring a seamless merchant experience. The officer will also coordinate partner support teams and provide second-level support to address merchant queries effectively.

Key Responsibilities
1. Merchant Business Operations & Project Supervision
• Oversee and support projects related to merchant pay solutions, ensuring proper coordination with stakeholders.
• Conduct User Acceptance Testing (UAT) for newly deployed solutions.
• Train internal and external stakeholders on newly introduced merchant solutions.
• Manage Merchant Change Requests (CR) for new features, product stability, and enhancements.

2. Merchant & Partner Support
• Work closely with merchants, agents, and partners to resolve issues and improve service delivery.
• Act as a liaison between merchants and internal operational teams to ensure swift resolution of complaints.
• Maintain a strong and healthy relationship with business partners for continued growth.
• Monitor and support fund allocations, bank sweep configurations, and commission payments for partners.
• Proactively ensure merchant services remain uninterrupted and operational.

3. Driving Product Usage & Market Intelligence
• Conduct market intelligence and provide insights on merchant product trends and adoption.
• Coordinate Below-The-Line (BTL) and Above-The-Line (ATL) marketing activities to promote merchant payment services.
• Develop and implement strategies to increase Airtel Money transaction values and volumes.

4. Process and Compliance Management
• Regularly review and update merchant onboarding, fund movement, and compliance processes.
• Ensure adherence to Know Your Customer (KYC) guidelines and maintain a secure database of merchant documents.
• Assist in the internal and external audit processes for merchant channels.
• Oversee timely processing of partner payments upon financial approval.

5. Report Generation & Data Analysis
• Generate and track merchant onboarding reports (weekly, monthly).
• Monitor float purchases and automated/manual funding processes.
• Maintain a complaints register, analyzing the most common merchant issues and tracking resolutions.
• Prepare weekly, monthly, and ad-hoc reports to support business decision-making.

6. Stakeholder Engagement & Cross-functional Coordination
• Actively engage with internal and external stakeholders to ensure smooth operations.
• Support new process implementations and test new system enhancements.
• Keep all relevant parties informed and ensure clear communication of business updates and operational changes.

Key Performance Indicators (KPIs)
• Successful end-to-end merchant account creation and activation.
• Efficient resolution of merchant issues, maintaining high SLA compliance.
• Increase in merchant pay transactions and customer engagement.
• Accuracy and timeliness of weekly and monthly reports.
• Proactive issue resolution and effective communication with partners.

Qualifications & Experience
Educational Requirements:
• Bachelor’s degree in IT, Data Science, or a related field (preferred).

Experience & Skills:
• At least 1 year of experience in product support.
• Experience in the financial or telecommunication industry is an added advantage.
• Proficiency in Microsoft Excel, PowerPoint, and Word.
• Strong analytical, problem-solving, and organizational skills.
• Excellent interpersonal and communication skills.
• Ability to multitask and work in a fast-paced environment.
• Passion for customer service and business growth.

Why Join Us?
• Be part of a leading telecommunications company.
• Work in a dynamic and innovative environment.
• Gain hands-on experience in mobile money solutions and merchant operations.
• Enjoy growth opportunities within the company.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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