Senior Service Delivery Officer-Mobile Money

Responsible for overseeing the efficient delivery of mobile money services, ensuring seamless operations, customer satisfaction, and compliance with regulatory requirements. This role involves monitoring service performance, coordinating with technical and business teams to resolve issues, and enhancing the overall user experience. The officer also plays a key role in process optimization, risk management, and driving service improvements to support business growth and operational excellence.

▪ University degree from a well-recognized university
▪ Minimum 3 years experience in a relevant field.
▪ Must have the ability to analyze business issues and identify, design, and implement effective practical recommendations.
▪ Able to operate in a performance-driven organization.
▪ Experience in managing teams and leading service delivery operations.
▪ Proven track record in handling service-level agreements (SLAs) and managing large-scale, real-time transaction environments.
▪ Hands-on experience with incident management, issue resolution, and root cause analysis
▪ Strong understanding of mobile money systems, digital payments, and fintech platforms.
▪ Familiarity with ITIL or service management frameworks.
▪ Proficiency in monitoring tools and performance metrics analysis (such as service dashboards and KPIs).
▪ Understanding of regulatory requirements like AML (Anti-Money Laundering) and KYC (Know Your Customer).