CrawlJobs Logo

Product Support Manager - M-Pesa Operations

vodafone.com Logo

Vodafone

Location Icon

Location:
Tanzania, United Republic of , Dar Es Salaam

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

The Product Support Manager is a key and strategic resource responsible for ensuring seamless customer experience across all M-Pesa products and services. The role bridges product development, customer operations, technology teams, and third-party partners to ensure operational readiness, service reliability, continuous improvement, and rapid resolution of customer frictions. The incumbent plays a pivotal role in automation, process optimization, incident management, and ensuring new products meet CX Gate requirements before market rollout.

Job Responsibility:

  • Proactively monitor and identify customer pain points across all M-Pesa journeys
  • Work closely with Customer Operations to address escalations, resolve friction points, and enhance service reliability
  • Ensure timely root-cause analysis and systemic fixes for recurring issues
  • Lead continuous improvement initiatives to strengthen customer satisfaction and reduce operational gaps
  • Coordinate operational readiness for all M-Pesa product launches and enhancements
  • Ensure new products/changes are thoroughly tested (UAT, SIT) and fully compliant with CX Gate standards
  • Maintain end-to-end visibility of product journeys and performance across channels
  • Identify manual or inefficient operational processes and drive automation solutions
  • Collaborate with Technology and Digital teams to implement tools that enhance speed, accuracy, and customer experience
  • Track and report automation benefits, including cost savings and process improvements
  • Work closely with product owners to ensure operational insights and customer needs shape product development
  • Engage with third-party partners to address service-level challenges and ensure compliance
  • Facilitate cross-functional alignment across Technology, Finance, Compliance, and Customer Operations
  • Analyze KPIs on service performance, transaction success rates, turnaround times, and incident resolution
  • Provide insights and recommendations to leadership for continuous improvement
  • Maintain dashboards and operational reports to highlight risks, trends, and improvement opportunities

Requirements:

  • Bachelor’s degree in business, IT, Engineering, or related field
  • Professional certifications in project management, product management, or service operations are an added advantage
  • At least 5 years’ experience in mobile money, telecom, fintech, digital financial services, or product operations roles
  • Experience in customer experience improvement, process optimization, or operations management
  • Experience coordinating cross-functional teams and managing external partners

Additional Information:

Job Posted:
March 25, 2026

Icon
Vodafone - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Product Support Manager - M-Pesa Operations

New Financial Services Specialist

The role involves execution and implementation of New Financial services (NFS) p...
Location
Location
Tanzania, United Republic of , Dar Es Salaam
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2 Years or more experience working in Mobile Money or Banking/Financial Services preferably with experience of digital financial products
  • Bachelor Degree in Commerce, Economics, Financial technology or related fields
  • Master’s Degree will be an added advantage
  • Strong analytical skills, conceptual thinking, problem solving ability and strong business acumen
  • Advanced Microsoft Excel and PowerPoint
  • Knowledgeable with MsQL and Database is a key added advantage
  • Strong understanding of all aspects of local markets and needs of customer
  • Strong knowledge of mobile money, Fintech and financial services
  • Self-starter with exceptional people, strong presentation and communication skills
  • Solid influencing and negotiation skills
Job Responsibility
Job Responsibility
  • Execute the NFS product portfolio as per the strategy aligned
  • Drive day to day products initiatives as per the aligned strategy
  • Develop, execute and manage implementation of NFS products adoption strategy
  • Ensure deliverable of revenue targets on each product line
  • Provide day to day analytical insights and reports on product performance and advice NFS manager accordingly
  • Ensure top mind of the dynamics of different financial services market in Tanzania and around the world
  • Execute and manage NFS products roadmap
  • Bring about innovation of new financial services product to fit the market need and drive M-Pesa ambitions on financial services space
  • Continuous review, evaluate and enhance the current product offering
  • Drive execution of products enhancements as per the roadmap stipulated
Read More
Arrow Right

Territory Manager Sofala

Territory Manager is responsible to implement and execute company strategy. The ...
Location
Location
Mozambique , Maputo
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor Degree in Business or another related field
  • Experience in, and knowledge of telecoms services, applying this expertise in a customer-focused way
  • Strong problem solving skills
  • Empathy to support in communicating with the Customers
  • Excellent written and verbal communication skills
  • Active listening
  • Leadership
  • University degree (post graduate will be advantageous)
  • Fluent knowledge of English language (oral & written)
Job Responsibility
Job Responsibility
  • Implement and execute company strategy
  • Manage the direct, retail and M-Pesa channels in the province
  • Guarantee that Vodacom’s products are available in all clusters
  • Control and coordinate all field activities
  • Capitalize market opportunities
  • Build local strategies and implement them
  • Work closely with Vodacom main distributors to support and ensure Vodacom leads in the provincial Market share
  • Manage and control all field activities, ensuring retail stores have all the material needs and are fully operational
  • Work closely with Marketing, CVM, Retail Operations, Terminals, etc to provide necessary commercial feedback/reports
  • Manage dealer, sub-dealer relationships, negotiating and implement sales plan for all sub-dealers, street vendors, direct, electronic channels
Read More
Arrow Right

Manager M-Pesa Finance Business Partner

To provide strategic financial partnership to the business unit by delivering hi...
Location
Location
Congo, the Democratic Republic of the , Kinshasa
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 8–10 years in finance business partnering, strategy, commercial finance, or FP&A
  • Experience in telecom, fintech, or fast-paced commercial environments
  • Proven experience influencing senior stakeholders with data-driven insights
  • Strong background in pricing, profitability, and investment evaluation
  • Bachelor’s degree in Finance, Business, Economics, or related discipline
  • Professional certification (ACT, CFA, CIMA, or ACCA) is an advantage
  • Strong commercial and strategic finance acumen
  • Advanced financial modelling and business case development
  • Strong communication, stakeholder influence, and presentation skills
  • Ability to translate data into actionable insights
Job Responsibility
Job Responsibility
  • Contribute to strategy formulation at business unit level through financial insight, scenario modelling, and commercial evaluation
  • Prepare structured, data-driven business cases to support investments, product launches, pricing proposals, and commercial initiatives
  • Execute profitability analysis across products, channels, customers, and new services, highlighting value drivers and improvement opportunities
  • Analyse actual performance against budget and forecast
  • identify gaps, risks, and opportunities
  • and recommend management actions
  • Provide proactive advice to ensure that an effective operating and financial control environment is in place across the business unit
  • Conduct analysis of competitor market offers, promotions, pricing trends, and benchmark positioning to support commercial strategy
  • Review and support the development of channel policies to strengthen performance, profitability, and operational consistency
  • Evaluate new tariff proposals and pricing developments, ensuring alignment with profitability targets and competitive market positioning
Read More
Arrow Right

EHOD - M Pesa Finance

The EHOD of M-Pesa Finance will be responsible to provide strategic and operatio...
Location
Location
Mozambique , Maputo
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Degree in Finance, Accounting, Economics, or Business
  • 10+ years of progressive senior Finance leadership experience in multinational, telecom, fintech, or financial services sectors
  • Experience in dealings with the Central Bank, knowledge of financial system regulations, and leadership in regulatory negotiations
  • Background in managing complex corporate groups, working across different reporting areas
  • Proven experience in IFRS reporting, treasury, taxation, and regulatory compliance
  • Strong financial leadership in fintech or banking, preferably in multinational/regulatory environments
  • Proven stakeholder management: Board, regulators, auditors, investors, and Group functions
  • High strategic acumen, with the ability to translate business goals into financial strategies and execution plans
  • Excellent people leadership skills: coaching, performance management, building high-performing teams
  • Strong analytical, critical-thinking, and decision-making skills under pressure
Job Responsibility
Job Responsibility
  • Lead and oversee all Finance domains: accounting, financial reporting, tax, treasury, financial planning & analysis (FP&A), and internal controls
  • Define and implement financial strategies aligned with M-Pesa’s business objectives, growth targets, and regulatory environment
  • Ensure compliance with IFRS, Group policies, and Bank of Mozambique requirements
  • Deliver accurate and timely monthly, quarterly, and annual reporting to local ExCo, Vodacom, and Vodafone Group
  • Own financial planning cycle, including budgeting, forecasting, and long-term planning
  • Oversee cash management, liquidity planning, and capital allocation
  • Drive automation and process optimisation within Finance to enhance efficiency and reliability
  • Provide financial advice and business partnering support to the CEO and ExCo on investment decisions, pricing models, new products, and market entry strategies
  • Ensure robust risk management frameworks, including controls for revenue assurance, fraud prevention, tax exposures, and compliance
  • Understanding of governance frameworks applied to regulated financial institutions
Read More
Arrow Right

Intern Business Operations Assurance

To ensure operational excellence and compliance by managing business processes, ...
Location
Location
Lesotho , Maseru
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business Management/ Statistics and Mathematics Computer Science and Information Technology/ Economics, or any related field (NQF Level 6 or higher)
  • certification in Business Analysis or Risk Management (advantageous)
  • 3 years in Management Information Systems within Financial Services or mobile money sector
  • 2+ years in Business Assurance, Reconciliation & Settlement, and/or Business Intelligence roles
  • Familiarity with all relevant Payment and Settlements Regulations and Financial Service governing Laws as published by Central Bank of Lesotho
  • Financial Systems Knowledge
  • Strong analytical and problem-solving skills
  • Advanced Excel and SQL for data analysis
  • Data Analysis & Visualization
  • Process Automation & Optimization
Job Responsibility
Job Responsibility
  • Operational Governance: Enforce business operations policies and procedures
  • monitor adherence to regulatory and internal compliance standards
  • Assurance & Risk Management: Implement assurance controls to prevent revenue leakage
  • perform root cause analysis on operational incidents and drive corrective actions
  • ensure AML/CFT compliance and FATF R.16 data completeness across payment flows
  • Provides end‑to‑end management and continuous monitoring of product and service profiles within the platform, ensuring system integrity, compliance, and seamless customer experience across all supported services
  • Reconciliation & Settlement: Oversee daily reconciliations for wallet-to-bank, NPS transactions, and merchant payments
  • Ensure the reconciliations and settlement of all the 3rd parties transactions and Agents’ Commissions
  • Change Control & Interoperability: Participate in the Interoperability Change Control Board (CCB) to review systems changes
  • validate impact of changes on ISO 20022 data completeness and interoperability integrity
Read More
Arrow Right
New

Technician, General Facilities Maintenance

Performs routine preventive maintenance to ensure safety proper functionality an...
Location
Location
United States of America , Queensbury
Salary
Salary:
19.00 - 35.00 USD / Hour
walmart.com Logo
Walmart
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Vocational or Technical certification and 3 years' experience in one of the following trades: plumbing, electrical, material handling equipment, or related trade or 5 years' experience in one of the following trades: plumbing, electrical, material handling equipment, or related trade
  • Valid Driver's License
  • Eligible for a Commercial Driver's License (CDL)
Job Responsibility
Job Responsibility
  • Performs routine preventive maintenance to ensure safety proper functionality and aesthetics of facilities equipment or fixtures
  • Performs major and minor repairs on facilities equipment or fixtures
  • Manages work orders maintenance schedules and contractors
  • Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans
  • Provides and supports the implementation of business solutions
  • Models compliance with company policies and procedures
What we offer
What we offer
  • Medical, vision and dental coverage
  • 401(k), stock purchase and company-paid life insurance
  • PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting
  • Short-term and long-term disability
  • Company discounts
  • Military Leave Pay
  • Adoption and surrogacy expense reimbursement
  • Live Better U education benefit program
  • Fulltime
Read More
Arrow Right
New

Member Specialist

Position Summary... What you'll do... Ensures area of responsibility is maintain...
Location
Location
United States , Myrtle Beach
Salary
Salary:
18.00 - 26.00 USD / Hour
walmart.com Logo
Walmart
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Retail experience including operating front end equipment (for example, cash register)
  • Working with mobile retail applications
Job Responsibility
Job Responsibility
  • Ensures area of responsibility is maintained in accordance with Company policies and procedures by properly handling returns
  • zoning the area
  • arranging and organizing merchandise
  • and identifying shrink and damages
  • Provides member service by maintaining exit areas
  • reviewing member receipts
  • acknowledging the member and identifying member needs
  • assisting members with purchasing decisions
  • assisting members with locating merchandise
  • Provides member service by maintaining self-checkout area
What we offer
What we offer
  • Medical, vision and dental coverage
  • 401(k), stock purchase and company-paid life insurance
  • PTO, parental leave, family care leave, bereavement, jury duty, and voting
  • short-term and long-term disability
  • company discounts
  • Military Leave Pay
  • adoption and surrogacy expense reimbursement
  • Live Better U education benefit program
  • Parttime
Read More
Arrow Right
New

Business Development Assistant

We are currently recruiting for an enthusiastic Business Development Assistant t...
Location
Location
United Kingdom , Burntisland
Salary
Salary:
25000.00 - 30000.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Flexibility in work hours
  • Open to travel
  • Full UK driving license
  • Relevant experience in a similar role
Job Responsibility
Job Responsibility
  • Identifying and Tracking new opportunities
  • Developing and maintaining a detailed understanding of market development and opportunities
  • Pursuing opportunities and developing good relationships with potential clients
  • Creating new business opportunities that align with Briggs’ planned growth and company strategy
  • Assisting in building a strong company brand and contributing to the successful overall performance of the company
  • Maintaining Briggs’ registrations on Contractor selection databases
  • Promoting the company through attendance at conferences and exhibitions as required
  • Assisting with the creation of marketing material, PR text and other written material
  • Assisting with tendering activity as required
  • Managing the preparation and submission of Pre-Qualification documentation, ensuring high standards are always maintained
What we offer
What we offer
  • Pension
  • Life assurance
  • Cycle to Work scheme
  • Opportunities for on-the-job training
  • Career progression
  • Fulltime
Read More
Arrow Right