Airtel Money Digital Channels Manager at Airtel Tanzania

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

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 advantage