Manager: Digital Channel Experience

Context

Fintech is entering a new phase where operational and commercial excellence has become critical for success. We at MTN believe this is a game changer in terms of our business strategy. We are looking at an incumbent to join us as we build a successful business together.

Responsibilities

As part of your portfolio as Manager: Digital Channel Experience, you will be:

• To ensure that MoMo Digital Channel customers consistently experience world class service delivery and support.
• To manage and support the Digital Channels service environment by working with PCO, and Group IT/DevOps team to ensure optimal system availability and dependability of the self-service options available on digital banking channels.
• To liaise with internal and external service providers (e.g., IT Production, OPCOs, Function and Technical Support Teams) to ensure effective daily maintenance of the digital channels and efficient delivery of services provided by internal and external vendors.
• To plan, create and manage the Digital Channels Service environment that supports and enhances the systems availability and integrity of Digital Channels as the business Channel Experience owner, through the coordination of efforts of all stakeholders in the value chain.
• To implement and execute the Digital Channels Services delivery business plans and operational plans in line with channel experience standards.
• Monitor the availability of the systems according to agreed Service Level Agreements (SLA) with business and OPCOs.
• Monitor that appropriate Disaster Recovery mechanisms are in place and operational as per the scheduled Business Continuity Management (BCM) plan; analyse problems and resolve as per the agreed SLAs with IT and OPCOs.

OPCO Testing & Go-to-Market Support

• Coordinate and support User Acceptance Testing (UAT) across OPCOs, ensuring alignment with local market needs and business requirements.
• Guide OPCO business testers on test execution, logging defects, and regression best practices.
• Consolidate testing feedback and escalate critical issues or blockers to Group teams and project stakeholders.
• Monitor and support test readiness and issue resolution prior to go-live.

Business Validation & Quality Assurance

• Review features and functionality from a business and customer experience perspective.
• Perform light business testing (e.g., smoke/sanity checks) ahead of OPCO handover.
• Support prioritization and follow-up of defects and enhancements with Group IT on behalf of OPCO business units.

Cross-Functional Coordination

• Serve as the business liaison between OPCO stakeholders, Group IT delivery teams, and product managers.
• Represent business interests in sprint demos, release planning, and project ceremonies.
• Ensure accurate and timely sharing of test instructions, release notes, and known issues with OPCO teams.

Group Business Owner Engagement

• Regularly engage with the Group Business Owner to provide updates on testing progress, go-live readiness, and market challenges.
• Align testing outcomes and defect resolution priorities with the business vision and timelines set by the Group Business Owner.
• Provide post-deployment business impact assessments and feedback from OPCOs to support continuous product improvements.

Release Readiness & Reporting

• Track readiness of OPCOs for upcoming releases, including test status, blocker defects, and open issues.
• Compile reports and dashboards highlighting testing progress, risks, and operational impacts.
• Facilitate post-release retrospectives and contribute to refinement of rollout processes.

Channel Experience Support

• Advocate for consistent and high-quality customer experience across all digital touchpoints.
• Contribute to business process documentation, training material, and onboarding support for OPCO teams.
• Support issue triage during UAT and live environments, ensuring clear distinction between bugs and business change requests.

Qualifications

The “Must-haves” we look for in an incumbent

Education:

• Degree or Diploma in Business, Digital Operations, Customer Experience, IT or related field.
• 3–6 years’ experience in business-side digital support, preferably across multiple markets.
• Experience coordinating UAT, validating business requirements, or supporting product rollouts.
• Background in telecoms, fintech, or platform-based environments is an advantage.

Experiences:

• Minimum Experience 4-7 years demonstrated workplace experience within the area of specialization with evidence of contribution to the experience design practice. At least 3 years’ experience within a Payments ecosystem
• Team Management of different stakeholders across different verticals in African markets
• Prior experience in Product Development & Implementation in a Fintech Company preferred.
• Experience at the management level in the financial sector
• Experience working in a medium to large organization.
• Deep understanding of the Fintech ecosystem, players, business models and industry related best practices
• Experience working across global locations/ regions and have a grasp of political, social, infrastructure and integrity challenges.
• Understanding emerging markets advantageous
• Willing and flexible to travel within Africa and Middle East
• English speaker. French language being an added advantage.

Functional Knowledge

• Understanding of FinTech, Banking, Microfinance, and Payment businesses
• E-Commerce/ Mobile Commerce
• Good understanding of Product Development/ Commercial/ Sales & Marketing principles and applications
• Best practice partner management principles
• Good knowledge of customer management platforms and systems

Application Closing Date

Closing date: 5 May 2026. Late applications will not be accepted.

Should you not hear from us within two weeks of the closing date, consider your application unsuccessful.