MPESA Wakala Support

Project Overview

The MPESA Wakala Support project is a strategic initiative aimed at strengthening the MPESA agent network through comprehensive field support, targeted recruitment, continuous training, and regulatory compliance.

TEF Consult is engaged to provide on-ground support services that ensure agent performance, visibility, and compliance across key operational areas.

Visit website

TEF Consult is engaged to provide on-ground support services that ensure agent performance, visibility, and compliance across key operational areas. Our role includes:

  • Recruiting and onboarding qualified Wakala agents
  • Delivering regular AML (Anti-Money Laundering) and service trainings
  • Enhancing agent visibility through branding and marketing materials
  • Supporting agent servicing and issue resolution
  • Monitoring and reporting on agent activity and performance

By leveraging our proven field force management expertise, we ensure seamless integration of MPESA agents into the broader financial ecosystem while maintaining adherence to national and international financial regulations.

Key Objectives

  • Agent Recruitment & Onboarding: Identify and onboard new strategic agents aligned with MPESA's expansion goals.
  • Merchant Retention & Engagement: Provide ongoing support to ensure agent satisfaction, productivity, and retention.
  • Visibility Enhancement: Distribute branded materials and signage to improve brand presence and customer recognition.
  • AML & Compliance Training: Conduct regular anti-money laundering and compliance awareness sessions to ensure legal and policy adherence.
  • Field Servicing & Issue Resolution: Offer first-line support for agent inquiries, POS troubleshooting, and transaction-related issues.
  • Performance Monitoring: Track agent KPIs, provide feedback, and generate reports for improved oversight and decision-making.

Core Activities

Activity Description
Recruitment & Onboarding Sourcing, vetting, and onboarding of new Wakala agents based on MPESA criteria.
Training & Capacity Building Regular AML and service-level trainings to ensure agents understand policies, procedures, and compliance requirements.
Visibility Enhancement Distribution of posters, banners, and point-of-sale materials to reinforce MPESA brand presence.
Agent Servicing First-line technical and operational support, including POS troubleshooting and transaction guidance.
Compliance Monitoring Field visits to verify AML compliance, correct display of tariffs, and registration status of agents.
Market Intelligence & Reporting Collection of competitive insights, lead generation, and submission of daily/weekly/monthly performance reports.
TEF

Geographic Reach

Our field teams operate nationwide, ensuring effective coverage in urban, semi-urban, and rural locations . We maintain regional coordination and local supervision to guarantee timely and consistent Wakala agent support.
TEF

Why TEF for This Project?

  • Proven Expertise: Successful delivery of similar projects for NMB Bank, Vodacom, and Airtel.
  • Skilled Field Force: Trained and supervised team members equipped with digital tools for real-time reporting.
  • Compliance Focus: Strong emphasis on labor law compliance, health and safety standards, and AML regulations.
  • Live Dashboards & Analytics: Real-time tracking and reporting for better visibility and performance monitoring.

Value Addition

Through this initiative, MPESA benefits from:

  • Improved agent performance and customer experience
  • Greater compliance with financial sector regulations
  • Real-time visibility into agent operations and market trends
  • Scalable and cost-effective agent management solutions
TEF
Contact Us

Are you interested in learning more about how Tanzania Empowerment Forum (TEF) Consult can support your organization with customized manpower, field operations, or HR services?

We are ready to assist — whether you’re looking to outsource recruitment, manage large-scale field teams, or ensure compliance and efficiency across your operations.
+255 758 895 188
info@tef.co.tz

Address:
PSSF Millennium Tower 2 – 23rd Floor, Makumbusho
P.O. Box 33542, Dar es Salaam, Tanzania

If you represent an organization and would like to explore partnership opportunities, request a proposal, or schedule a private consultation, please reach out directly via email or through our contact form (if available).

Let’s Discuss Your Project Needs

More projects

NMB Wakala Support

The NMB Wakala Support project by TEF Consult enhances agent capacity through AML training, branding, service education, and FSR lead generation—boosting visibility and performance across the NMB Wakala network.

View case