Specialist Bank Services

Role Purpose

We are seeking a Banking Services Specialist to drive the growth, adoption, and operational performance of M-Pesa banking services. The role is responsible for managing bank partnerships, ensuring service reliability, enhancing customer value propositions, and supporting revenue diversification through banking products such as Bank-to-Wallet (B2W), Wallet-to-Bank (W2B), ATM withdrawals, and related services.

Key Accountabilities

• Deliver banking services revenue, usage, and penetration targets.
• Develop and validate customer-focused value propositions for new and existing services.
• Ensure banking services operate effectively through regular monitoring and testing.
• Manage relationships with banks and external partners, including issue escalation and resolution.
• Coordinate partner requests with internal support teams.
• Work closely with Product and Technical teams to resolve service issues.
• Monitor banking service accounts and liquidity thresholds to minimise operational risks.
• Identify and implement opportunities to expand the banking services portfolio.

Key Performance Indicators (KPIs)

• Banking services revenue achievement.
• Customer penetration and active usage growth.
• Service availability and uptime.
• Resolution time for partner and operational issues.
• Number of successful service launches or enhancements.
• Compliance with testing and monitoring requirements.
• Portfolio diversification and transaction growth.

Knowledge, Experience and Preferred Qualifications

• Knowledge of mobile money, digital payments, or banking services.
• Understanding of payment ecosystems and financial services operations.
• Experience managing external partners or financial institutions.
• Experience monitoring service performance and analysing business metrics.
• Knowledge of financial services regulatory and compliance requirements.
• Bachelor's degree in Finance, Business Administration, Economics, Information Technology, or related field.
• 3+ years' experience in banking, fintech, payments, or mobile financial services.
• Experience with M-Pesa, digital banking products, or payment platforms.
• Experience in product management, partnership management, or business development.