Summary
Date Posted: Thursday, March 20 2025, Base Salary: Not Disclosed

JOB DETAILS:
Mission/ Core purpose of the Job
Responsible for practical implementation of policies, procedures and systems to manage mobile money records effectively, these include Agent, merchant and partner KYC and all documentation relating to mobile money service requests from all customer contact centres.

Main Job Functions:
• Management of Mobile money agent, merchant and partner records and monitoring of their operations.
• Establish and maintain records management processes and practice in line with Data Protection Policy/Regulators.
• Record and Document lifecycle for physical documents and perform disposal of obsolete records.
• Support all stakeholders with records retrieval as per guidelines.
• Ensure all electronic records are in the central repository within 24hours of creation.
• Receipt and archival of all KYC (Know your customer) for Mobile Money agents and service partners documents. The archival process is Both Electronic and Physical.
• Track Accounts that have been granted exceptional approval due to being non-compliant but require to be activated on the MM system are regularized as scheduled. If the regularization does not take place, then the supervisor will draft a motivation/ seek approval to have them suspended/ blocked.
• Supervise MoMo Records handling in the service centres and connect stores to ensure all service requests are stored in a central repository
• Organize, classify, and index all received documents as per the process guidelines.
• Track KYC Compliance for Merchants, Partners and Agents.
• Close all audit and risk items within the set period.
• Perform any other duties as may be assigned from time to time.

Escalations
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to the Manager Retail Operations
• Manage and provide solutions to escalations that have multiple processes/functions impact on the critical path of service delivery, keeping Manager Retail Operations appraised of the same.

Performance
• Build and manage a high performing team by providing leadership, role clarity, training and career development
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Ensure open communication channels with staff and implement change management interventions where necessary

Reporting
• Share daily, weekly and monthly reports or as would have been defined as per business requirements within the agreed SLA’s.
• Report on an ad hoc basis on specific enhancements, as required.

Operational Delivery
As the Specialist Records Management, the role is responsible for,
• Ensuring that records management practices comply with relevant laws, regulations and industry standards
• Ensuring that all relevant records are created, captured and stored and a central repository as per company policies and procedures.

Delivery:
As the Specialist records management, the role is accountable for the following work area outcomes:
Archival of Agent, Merchant and Partner Documents
• Review submitted documentation (fully signed forms and identification by the applicants)
• Organize, classify, and index all received documents as per the process guidelines.
• Update of systems with KYC
• Review submitted documentation on Agent, Merchant and partner Onboarding store all in the central repository idoch.

Qualifications
Education:
• Bachelor’s degree in business field (bachelor’s degree in library information, Secretarial Studies or records management will be an added advantage).
Experience:
• Experience in a service/Business driven organization
• At least 3 years’ experience in a customer service and Records management Environment.

Competencies:
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality, attention to detail, flexible and able to handle stress
• Able to work within a team and work independently
• Sense of urgency necessary to meet goals, objectives and deadlines (Agile)

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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