Main Job Functions:

Strategy Implementation

• Execute and adapt channel strategies aligned with functional roadmaps and business dynamics

Operational Delivery

The role is accountable for the following work area outcomes:

• Channel Operations & Lifecycle
  • Manage App, USSD, and Web service lifecycle—from launch through enhancements, optimisation, or rationalisation.
  • Monitor performance, uptime, usage analytics, and customer feedback for each channel.
• Strong understanding of UI/UX principles and experience with design
  • Design wireframes, prototypes, and high-fidelity mockups for web and mobile applications
  • Conduct user research, usability testing, and gather feedback to inform design decisions
  • Collaborate with cross-functional teams to translate requirements into innovative design solutions
  • Stay updated with industry best practices, trends, and emerging tools in UI/UX design
  • Advocate for user-centered design principles throughout the product development lifecycle
•  Analytics & Insights:
  • Conduct data analytics to identify trends, usage gaps, and growth opportunities in digital channels.
  • Deliver periodic dashboards on performance metrics (e.g. usage rates, conversion, error volumes, revenue per channel).
• Operational Excellence & Issue Resolution
  • Implement robust escalation and incident management protocols; ensure high service availability and seamless user experience .
  • Coordinate with technical and customer support teams to drive resolution of channel issues.
• Partner & Tech Collaboration
  • Liaise with vendors, development teams, and internal stakeholders to support technical channel upgrades and new feature roll‑outs.
• Planning & Execution
  • Support joint planning initiatives with commercial teams to deliver channel improvements.
  • Execute initiatives to reduce costs, rationalise channel design, and enhance productivity .
• Reporting & Governance
  • Report channel performance daily and monthly to functional lead.
  • Support governance activities: SLA/KPI reviews, risk assessments, policy compliance, and adherence to MTN Fintech DOA.
• Knowledge of digital marketing, web analytics, and channel automation tools

Governance 

Strategic Meetings

• Participate in periodic strategic and operational meetings relevant to service channels (e.g., product reviews, technology forums, operational risk meetings).
• Contribute to OpCo-wide transformation initiatives, especially those impacting customer-facing service platforms.
• Support the Senior Manager Product Delivery & Innovation  in aligning digital channel governance with overall business and product strategy.

Escalations

• Proactively escalate unresolved technical or user-impacting issues to the Chief Product Officer or designated function leads.
• Flag potential risks or gaps that could lead to SLA breaches, reputational damage, or customer dissatisfaction.

Function Tactical

• Execute tactical initiatives related to the management and optimization of digital service channels (App, USSD, Web) as directed by the Chief Product Officer.
• Support the implementation of short- and medium-term enhancements to service channels to meet business targets, improve customer experience, and reduce operational friction.
• Align service channel capabilities with customer journeys, product workflows, and overall Fintech ecosystem needs (e.g., integrations with payments, savings, lending, and merchant platforms).
• Ensure that each enhancement or change in service channel functionality is well-documented, tested, and deployed with minimal disruption to users.
• Maintain alignment between day-to-day digital operations and longer-term product roadmap objectives, including upcoming launches or compliance mandates.
• Work closely with relevant cross-functional stakeholders (Product, Technology, Customer Support, Risk, etc.) to:
• Deliver feature releases and UI/UX improvements.
• Execute incident response plans for service interruptions.
• Improve speed and accuracy of customer transactions on App, USSD, and Web platforms.
• Track and document key risks, issues, and dependencies within the digital channels and define mitigation actions.
• Contribute to the preparation of tactical documentation including:
• Business cases for channel improvements.
• User flow or journey maps.
• Test case results or launch readiness checklists.
• Participate in vendor and partner performance reviews related to digital delivery or customer access platforms.
• Implement feedback loops from internal analytics and customer service inputs to guide tactical adjustments on live channels.

Performance

• Regularly track, report, and evaluate SLAs, KPIs, and incident response times for each service channel.
• Collaborate with internal teams (especially Technology, Risk, and BI) to continuously refine performance baselines and optimize user experience.

Reporting

• Provide regular updates to the Chief Product Officer on channel performance, uptime, customer usage, and key incidents.
• Support the preparation of monthly dashboards and performance reports.
• Submit ad-hoc reports for audits, regulatory reviews, or strategic decisions.
• Coordinate with Business Intelligence and Technology teams to ensure accurate reporting metrics.

Budgets

• Monitor and manage the operational budget for App, USSD, and Web service channels.
• Ensure expenditures align with approved budgets and business objectives.
• Track variances and provide justifications for overspend or underspend.

Support planning and budgeting for new feature development or platform upgrades.

Education:

• A bachelor’s degree is required in any of the following disciplines:
• Computer Science
• Information Technology
• Information Systems
• Telecommunications Engineering
• Business Computing
• Or a related technical or digital field
• A master’s degree in technology management, Business Administration (MBA), Digital Transformation, or Innovation Management is a strong advantage and demonstrates strategic leadership potential.
• Professional certifications are highly recommended and may include:
• Project Management certifications such as PMP, PRINCE2, or Agile/Scrum frameworks
• ITIL Foundation (for service management and continuous improvement)
• Digital Product Management
• UI/UX Design certifications (e.g., General Assembly, Coursera, or Google UX)
• Mobile App Development or USSD platform training from recognised institutions or vendors
• Ongoing participation in digital channel optimisation, customer experience design, or fintech service delivery courses is encouraged to stay current with evolving industry trends.

Experience:

• 2 years overall experience, with at least 1 year managing digital channels (App, USSD, web) in fintech, mobile money, telecom, or digital banking environments.
• Demonstrated ability to manage technical channel delivery, refine operations, and drive business insights.
• Exposure to fintech/regulatory compliance contexts and working across multicultural or matrixed structures is advantageous

Functional Knowledge: 

• Digital/mobile payment channels, USSD platforms, web and app ecosystem operations
• Channel lifecycle management, partner/vendor management, service monitoring
• Analytics (usage, support logs, SLA/KPI), dashboards, and performance improvement frameworks

Skills

• Analytical and problem-solving mindset, data-driven decision-making
• Strong communication and stakeholder engagement abilities
• Process improvement orientation, ability to work under pressure
• Project coordination, escalation management, operational discipline