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Posiion: Airtel Money_Digital Channels Manager
Tanzania, United Republic of
Job Description
Responsibilities
Digital Channel Strategy & Growth
- Develop and execute the Airtel Money digital channel strategy aligned with business objectives
- Drive adoption and usage of digital channels across customer segments
- Identify opportunities to digitize customer journeys and reduce dependency on assisted channels
- Conduct customer and market research to identify trends, gaps, and new opportunities
- Define channel growth plans aimed at increasing active users, transaction volumes, and revenue
- Benchmark Airtel Money digital channels against industry best practices and competitor offerings
Digital Channel Management & Optimization
- Manage end-to-end lifecycle of Airtel Money digital channels and services
- Define channel requirements, business cases, user stories, and enhancement roadmaps
- Monitor channel performance and customer feedback to continuously improve customer experience
- Ensure availability, reliability, and usability of all digital channels
- Drive implementation of new features, products, and services across digital platforms
- Track and improve digital customer journeys, conversion rates, and transaction success rates
Customer Experience & Engagement
- Collaborate with Customer Experience teams to enhance user journeys
- Improve customer onboarding and self-service experiences
- Analyze customer behavior and transaction data to identify optimization opportunities
- Work with Marketing and Usage & Retention teams to design campaigns that drive engagement and repeat usage
- Support customer education and awareness initiatives for digital services
Partner & Stakeholder Management
- Collaborate with Technology, Product, Marketing, Finance, Legal, and Compliance teams for successful channel delivery
- Manage relationships with channel partners, fintechs, aggregators, and solution provider
- Coordinate implementation of third-party integrations and digital ecosystem partnerships
- Participate in vendor evaluations and support negotiation of digital service agreements
Compliance, Governance & Risk Management
- Ensure digital channel operations comply with regulatory, risk, security, AML, KYC, and internal governance requirements
- Support audits and regulatory reviews related to digital channels
- Identify and mitigate operational risks affecting digital service delivery
- Ensure customer data privacy and security standards are maintained
Performance Management & Reporting
- Conduct daily, weekly, and monthly performance reviews
- Monitor KPIs including adoption rate, active App users, transaction volumes, transaction values, conversion rates, and revenue
- Develop dashboards and management reports on channel performance
- Drive continuous improvement initiatives based on data insights
- Prepare business performance reviews and strategic recommendations
- Undertake any other duties assigned by the line manager
Qualifications
Educational Level:
- Bachelor’s in business administration, Marketing, Information Technology or Equivalent fields
Relevant Experience
- 3-year experience in Digital Channels, Product Management, Digital Financial Services, Fintech and Mobile Money
- Proven experience driving customer adoption and growth of digital platforms
- Experience working with mobile applications, USSD channels, APIs, and digital ecosystems
- Strong understanding of customer experience design and digital customer journeys
- Experience in data analysis and performance management
- Knowledge of Agile delivery methodologies and digital product tools
- Strong stakeholder management and communication skills
- MBA or professional financial certification is an added advantag
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