Merchant Business Operations Support Officer

About the Role

The Merchant Business Operations Support Officer provides operational support to mobile money merchants by coordinating merchant-related activities, including account creation, SIM replacements, resolution of merchant queries, driving usage, coordinating change requests, supporting field teams who manage partners, and providing second-level support for partner issues.

The overall objective of the role is to improve merchant experience, ensure operational efficiency, and contribute to growth in transaction values, transaction volumes, and the active merchant base.

Key Responsibilities

1) Merchant Onboarding & Change Request (CR) Management

  • Set up new merchants/partners on the system in line with defined processes and turnaround timelines.

  • Capture and validate merchant details, ensuring correct account type and hierarchy mapping.

  • Ensure merchants are onboarded with the correct approved tariffs.

  • Manage merchant change requests for new features, product fixes, and product stability.

  • Receive and conduct preliminary checks for KYC documentation (e.g., forms, incorporation documents, permits, IDs) before submitting for Risk & Compliance approval.

  • Communicate KYC corrections to relevant account owners when documents do not meet requirements.

  • Attach application forms to the system/document management tools and maintain proper filing for hard copies.

  • Guide merchants during activation and respond to onboarding requests as received.

2) Merchant Support (Second-Level Support)

  • Align and communicate the merchant support process with partners and key stakeholders.

  • Receive and coordinate merchant query resolution through cross-functional engagement.

  • Provide timely responses to merchant issues and maintain healthy partner relationships.

  • Proactively monitor key merchant services to prevent interruptions.

  • Support bank sweep configurations and merchant funds movement (bank sweeps or manual transfer requests).

  • Support commission payment processes for merchants/partners.

3) Drive Product Usage

  • Collect and share market intelligence on merchant products and usage barriers.

  • Support BTL/ATL communication of merchant features to targeted customer segments to increase product adoption and usage.

4) Processes & Controls

  • Periodically review processes related to onboarding, sweep configurations, partner churn, and other merchant operations.

  • Perform key controls related to channel partner onboarding, including KYC reviews, landing reviews/corrections, and sweep configurations.

  • Ensure KYC documents are securely stored and easily retrievable when required.

  • Support the timely processing and dispatch of partner payments after Finance approval.

  • Provide support during internal and external audits involving merchant/channel operations.

5) Reporting

Prepare and share reports required for operational visibility and decision-making, including:

  • Float reports (tracking purchases through manual and automated channels)

  • Merchant onboarding reports (weekly/monthly)

  • Complaints register (top complaints, volumes, SLA tracking)

  • Issues logged reports (SLA tracking and status updates)

6) Stakeholder Engagement

  • Engage internal and external stakeholders to ensure effective communication and progress updates.

  • Participate in testing for process improvements and partner-related changes.

  • Maintain clear and simple communication of complex information to ensure shared understanding.

  • Perform other operational duties assigned from time to time

Qualifications & Requirements

Education

  • Bachelor’s degree in Marketing, Business Administration, or equivalent.

Experience

  • At least 1 year of experience in product support or operational support roles.

  • Experience within financial services and/or telecommunications is an added advantage.

Skills & Competencies

  • Strong customer-first mindset and ability to understand partner needs

  • Excellent interpersonal and written communication skills

  • Strong Microsoft Office skills, especially Excel and Outlook

  • close attention to detail and the ability to work within strict timelines

  • Ability to communicate clearly and keep stakeholders updated

  • Professionalism, integrity, and strong collaboration skills

Decision-Making Level

  • Prime: Final decision-making authority accountable to Management for assigned operational outcomes.

  • Shared: Decisions reached jointly with peers on a collective basis.

  • Contributory: Makes significant contributions to decisions or policy judgments led by others.

    • Performance Metrics (KPIs)

  • End-to-end merchant/partner account creation and activation support

  • Effective knowledge transfer of partner issues to internal stakeholders

  • Successful piloting of new process features according to agreed plans

  • Proactive communication on operational issues impacting partners

  • Timely submission of weekly reports (by Friday 5:00 p.m.) and monthly reports (by the 5th of each month)

  • Business review and ad-hoc reporting as required

    • How to Apply

    Qualified candidates should submit their applications via :

    Human Resource Manager
    Tanzania Empowerment Forum Limited (TEF Consult)
     Email: info@tef.co.tz
     P.O. Box 33542, Dar es Salaam, Tanzania
    Or

    Online Application:

    Job Category: IT & Telecommunication
    Job Type: Full Time
    Job Location: Dar es salaam

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