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MTN Mobile Money Uganda is a subsidiary of MTN Uganda, one of Uganda's leading mobile network operators. MTN MoMo provides mobile financial services to millions of Ugandans including money transfers, payments, savings, and credit products, driving financial inclusion across the country.
Full-time
Manager – Agent Operations Job at MTN Mobile Money Uganda
MTN Mobile Money Uganda
Job Description
The Manager – Agent Operations will lead initiatives using Digital Tools to improve the effectiveness and efficiency of all distribution channels in line with laid-down policies, processes, and procedures. The job holder is accountable for driving compliance levels of delivery channels through quality improvement in trade operations. Reports to: Senior Manager – Distribution & Channels.
Duties, Roles and Responsibilities
- Develop, implement, and enforce Agent Quality Management initiatives in line with laid-down policies, processes, and procedures.
- Develop reports to track agent activity on a daily, weekly, and monthly basis.
- Ensure timely resolution of agent queries in the trade.
- Set and execute KPIs for dealers and other channel partners.
- Identify process gaps and spearhead implementation of automation tools for process improvements in the trade.
- Enforce compliance with stipulated processes and procedures among agents, dealers, and all channel partners for efficient service delivery.
- Take appropriate action against errant and non-compliant channel partners engaging in unscrupulous activities.
- Support the Technology and Products team in production and delivery tests for distribution product changes.
- Escalate any process gaps and trade incidents to the Senior Manager Distribution & Channels.
- Train Direct Sales Distribution Teams (AQM Team) and channel partners on new processes, products, and tools.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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