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.