The Manager Channels Quality Assurance will lead initiatives using Digital Tools to improve effectiveness and efficiency of all distribution channels in line with the laid down policies, processes, and procedures. The job holder is accountable for driving compliance levels of the delivery channels through quality improvement in Trade operations.

Main Job Functions:
• Develop, implement, and enforce Agent and Merchant quality management initiative in line with the laid down policies, processes, and procedures.
Ensure daily, weekly, and monthly tracking of Agent and Merchant quality performance reports.
• Drive the uptake and use of Agent and Merchant access Applications away from USSD.
• Timely resolution of Agent and Merchant queries in the Trade.
• Responsible for setting KPIs for Dealers and other channel partners in the delivery and adoption of Digital Distribution Tools.
• Identify process gaps and spearhead the implementation of initiatives such as automation tools for process improvements in the Trade.
Close liaison with Dealers and other channel partners to ensure efficient utilization of Digital Distribution Tools.
• Enforce compliance to the stipulated processes and procedures among Agents, Merchants, and Dealers for efficiency in service delivery.
• Take appropriate action against errant and non-compliant channel partners that engage in unscrupulous activities aimed at manipulating the ecosystem to earn more commission.
Escalate any process gaps and Trade incidents to the Senior Manager Digital Distribution.
• Train Direct Sales Distribution Teams and channel partners on new products and services to ensure seamless service delivery to the end customers.
• Periodic review of feedback from Agent and Merchant Quality Management reports and drive process improvements for better service delivery.
• Promote the use of Digital Distribution Tools to drive efficiencies in the delivery of services across the channels.
• Periodic engagement of Dealers and other channel partners on quality assurance aspects to improve service delivery.

Job Requirements (Education, Experience and Competencies)
• Education:
• A Business degree in Commerce, Business Administration, Economics, Statistics, or any relevant field.
Relevant Practical Training in Digital Distribution excellence
• Experience & Skills:
• 3 – 5 years’ relevant experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channels management.
• A minimum of 2 years’ managerial experience in channel management within the Mobile Money, Telecom or FMCG Industry.
• Proven exposure in Dealer and channel partner engagements for business growth
• Knowledge and experience in Digital Distribution channels management
• Good Interpersonal skills to effectively communicate with and manage Dealers and Agent expectations (internal and external) stakeholders who impact performance.
Knowledge and effective application of all relevant Fintech/Mobile Money policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
• Ability of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Behavioral Qualities:
• The ability to communicate clearly both verbally and in written form in a professional manner is deemed essential.
• Ability to build functioning working relationships across organizational, corporate, and cultural boundaries.
• Ability to demonstrate positive image and role model MTN’s values and leadership behaviours.
• Must be a person of impeccable integrity.
• Possession of excellent people managerial skills