About us
Airtel Tanzania PLC is one of the leading providers of telecommunications and mobile money services with operations across Tanzania. Headquartered in Dar es Salaam, Airtel Tanzania ranks amongst the top 3 mobile services providers in Tanzania in terms of subscribers. Airtel Tanzania offers an integrated suite of telecommunications solutions to its subscribers, including mobile voice , data services as well as mobile money services both nationally and internationally. Airtel Tanzania aims to continue providing a simple and intuitive customer experience through streamlined customer journeys.
Airtel Tanzania PLC was launched in October 2001 and is Tanzania’s most innovative mobile phone operator, which has introduced many “firsts” in the telecommunications sector.
Role Purpose
Airtel Tanzania PLC wishes to recruit for an Airtel Money Operations Manager Position.
The role reports directly to the Airtel Money Director in Airtel Money Department. He/She will be responsible for smooth operations of Airtel Money Core Services– Manage Airtel Money Operations Projects and delivery, Service Availability & Performance. He/she will also manage Airtel Money Operations Projects Covering Consumer support, Business Support, Channel Agents onboarding and Business integrations.
The Incumbent must have strong IT and Business experience to Support product development and IT changes by aligning with business requirements to deliver the requirements with Local and Central IT Team.
The Role Holder duties will include but not limited to:
1. Core Operations;
- Ensure monitoring of all core Airtel Money services and Operations
- Design AM Operations Processes and procedures that are customer centric
- Capacity planning and monitoring of Airtel Money platform
- Ensure systems and services availability and performance and proper change controls.
- Publish regularly AM Operations Key Performance Indicators(KPI)
- Support Business, Consumer and channel partners in day to day issues resolutions and create robust processes to improve experience and fast track delivery of issues.
2. Business User Support and Process;
- Ensure smooth operation of business users within the SLA
- Ensure issues are resolved within the SLA
- Manage the shared mailbox for issues escalated from external partners
- Ensure vendor logs issues to the issue ticketing system and provide timely response to the relevant internal and external user(s).
- Share issues report with management on daily, weekly and monthly basis.
3.AM Projects/Integrations/Changes;
- Manage all Airtel Money Operations projects- New and Enhancements
- Manage all business requests including vendor quotations and various reports.
- Engage business for all user requirements – change request (CR) for minor changes and business requirements document (BRD) and sign off.
- Engage with partners – ensure delivery of projects, integration and changes correctly and on time.
- Responsible for implementing all business initiatives – short & long terms including tariff changes – First Time Right(FTR)
- Track, monitor and report project progress to business on daily, weekly, monthly basis, and advise business and external teams appropriately.
- Escalate as appropriate delays and bottlenecks that have an impact on project deliverables.
- Secondary escalation contact on technical issues affecting products and services that are LIVE.
4.Oversee implementation of new Airtel Money Products and Services;
- Initiate development of new Airtel Money products and services.
- Draft IRF’s (Integration Request Forms) and Product Scope.
- Manage Networking approvals with Comviva, Networks teams and Group IT teams ( PCR approvals )
- Oversee development and UAT testing of new Airtel Money products and services
- Plan for Testing of new AM products (Internally and Externally) UATs on TEST environment.
- Manage Migration process
- Plan for testing on LIVE and report to Business
- Ensure new service / product is in line with regulatory requirements and compliance.
- Ensure product and service is compliant with set AML’s and documented processes and procedures.
- Manage Standards and controls during product implementation process
5.Airtel Money Security and Business Continuity;
- Ensure security of the AM applications and systems
- Ensure AM systems and services are secured – physically and logically.
- Religiously ensure backups daily and regular restore tests
- Establish solid business continuity plan, well tested and documented with drills
- Ensure AM audits done on time and score above 90% compliancy
6.Airtel Money Reports;
- Ensure 100% on time and accuracy of AM reports and reconciliation e.g. Closely Watched Numbers(CWNs)
- Ensure daily business KPIs’ e.g. Daily SMS by 8:00am and others.
- Responsible for various business adhoc reports requests
7.Resource Development;
- Keep abreast with the latest development and technologies on Mcommerce
- Advise Business appropriately on the above
Academic and Qualifications and Experience;
- University degree in Computer Science, Electrical & Electronic Engineering or other related disciplines
- MBA will be added advantage.
- Must have: 5 years Experience with a minimum of 3 years in management role preferably within the Telecoms industry or IT core banking
- Experience in Mobile Financial Services Operations or Banking Operations
- Wide knowledgeable in IT Operations- Knowledge of Telecoms Operations/ Banking Operations.
- In-depth knowledge of the telecoms industry.
- Strong Analytical skills & MS Excel proficiency
Competencies and Behavior required;
- Able to operate in a performance driven organization
- Good organizational and team work skills
- Self-motivated, enthusiastic, energetic
- Attention to detail
- Confident, assertive with good negotiation skills
- Excellent time Management Skills
- Customer-centric
Deadline for receiving applications is 11 Novenber 2021.
Only shortlisted candidates will be contacted.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of; among others, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need.
“Airtel Tanzania Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it”.
