Jobs at Airtel

Responsibilities

• Develop processes and procedures to ensure efficient management of operations.
• Identify and propose improvement opportunities for Airtel Money operations with respective business units to increase efficiency.
• Ensure the quality of service by enforcing compliance with Airtel Money processes and procedures as well as the organizational and regulatory standards.
• Drive Airtel Money partner onboarding, training, complaint resolution and user support.
• Timely resolution of escalated issues which may include allocation or deallocation of partner funds, technical and customer related issues in liaison with relevant stakeholders.
• Participate in the Call Centre governance meetings to address timely resolution of all Airtel Money-related Customer complaints.
• Review of customer journeys in liaison with Customer experience teams to improve service delivery and uptake of products and services.
• Participate in developing service level agreements (SLAs) with partners and key stakeholders
• Ensure team Participation in system testing for all modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
• Drive closure of user and customer impacting system malfunctions within given SLA.

Qualifications

• Undergraduate degree in Business related field.
• At least 8-10 years’ relevant experience in  mobile money commerce or digital payments with at least 3 - 5 years in a leadership role. 
• Project Management qualifications will be an added advantage.
• Good knowledge of Operations supports digital payment solutions.
• Advanced Excel skills.
• Good understanding of the requisite regulatory requirements within the industry.
• Good understanding of the Kenyan mobile commerce Market. 
• Strong data analytical and problem-solving skills.
• Good planning and organizing skills.

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Responsibilities

• Develop targeted strategies to onboard merchants and micro-merchants across key Kenyan trade segments.
• Enforce trade compliance, branding standards, and service quality across the Airtel Money field network.
• Drive growth and recovery initiatives in low-activity merchant pockets such as peri-urban, estates, and rural trading centers.
• Manage and grow strategic merchant accounts including chain retailers, bill-pay partners, digital platforms, and aggregators.
• Ensure operational uptime, issue resolution, and revenue growth contribution from top-tier merchant accounts.
• Maintain regular performance reporting and stakeholder governance.
• Expand Airtel Money distribution coverage by identifying gaps across counties, estates, and high-density trading corridors.
• Recruit, train, and manage franchise partners, super-agents, and channel distributors to ensure accessibility and proximity.
• Strengthen liquidity models, float circulation, and cash management to ensure agent and merchant up time.
• Enforce trade compliance, branding standards, and service quality across the Airtel Money field network.
• Provide data-driven insights to drive adoption in key categories such as utilities payments, merchant payments, P2B, and repeat usage.
• Collaborate with Sales, Marketing, and Zonal teams to activate county-level Airtel Money penetration plans.

Qualifications

• Bachelor’s degree in business, Economics, Marketing, Finance, or related discipline.
• Minimum 10 years’ experience in financial services, fintech, payments, or mobile money, distribution, key account management, or route-to-market with at least 5 years in a senior leadership role.
• Proven track record in merchant acquiring, business development, or payments strategy.
• Strong commercial acumen, negotiation, and partnership management skills.
• Deep understanding of digital payments, mobile money, and financial inclusion landscape.
• Experience managing franchise or distributor networks.
• Strong analytics and data interpretation skills.
• FMCG distribution knowledge and trade channel execution capability.
• Key account management and commercial negotiation skills.
• Strong route-to-market planning and channel penetration intelligence.