Specialist Digital Channels & Online Pay

## 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.