Mission/ Core purpose of the Job

To support the growth and performance of MTN MoMo Zambia’s fintech ecosystem by providing operational and analytical support to platform partners. The role focuses on monitoring API usage, resolving integration issues, tracking transaction performance, and enabling partner success across digital payment solutions

Key Responsibilities:

• Measures continuous monitoring of API platform usage and transaction flows to maintain optimal performance and uptime;
• Provides first-line support to fintech partners for integration, onboarding, and timely issue resolution;
• Tracks and analyzes transaction volumes, values, and user activity across partner platforms to identify trends and anomalies;
• Collaborates with internal teams to escalate and resolve technical or operational issues impacting partner experience;
• Maintains accurate and up-to-date partner documentation, FAQs, and support materials for seamless engagement;
• Assists in the development and testing of bespoke solutions for key accounts, ensuring alignment with business requirements;
• Generate performance reports and actionable insights to inform strategic decisions and improve partner satisfaction;
• Supports execution of ecosystem growth initiatives and partner engagement programs to drive adoption and usage;
• Liaises with vendors and partners to ensure timely delivery of integration and support activities;
• Understands fintech architecture, security, and operational dependencies to coordinate cross-functional efforts effectively;
• Interprets solution designs, functional specifications, and project plans to guide partner-related deliverables;
• Coordinates integration and user acceptance testing for partner solutions, ensuring quality and compliance;
• Plans and oversees deployment of tested solutions, securing CAB approvals through Change Management processes;
• Secures post-implementation sign-off and facilitates handover of delivered solutions to business development team;
• Identifies and mitigates risks and issues related to partner support, ensuring timely escalation and resolution;
• Monitors and provides accurate, timely reports on partner support status, including key milestones and deliverables;
• Manages all documentation, including meeting minutes, action items, and artifacts for active partner demands;
• Conducts post-support reviews to identify lessons learned and opportunities for process improvement;
• Ensures adherence to MTN Mobile Money Demand and Change Management processes and compliance with IT Security Policy;
• Requests and secures resources needed for partner support and demand delivery;
• Interfaces between business teams and vendor project teams to ensure alignment and timely execution;
• Stays abreast of industry trends and best practices in API management and fintech partner support to enhance delivery effectiveness.

Minimum Requirements:

• 12 certificate with 5 credits or better;
• Bachelor’s degree in Business, IT, Data Analytics, or related field.
• Certification in data analysis, project management, or API technologies is an added advantage.

Experience:

• Minimum 2–3 years’ experience in fintech operations, partner support, or data analysis.
• Familiarity with API platforms and digital payment systems.
• Strong analytical skills and proficiency in Excel, SQL, or BI tools.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, cross-functional environment.

• Measures continuous monitoring of API platform usage and transaction flows to maintain optimal performance and uptime;
• Provides first-line support to fintech partners for integration, onboarding, and timely issue resolution;
• Tracks and analyzes transaction volumes, values, and user activity across partner platforms to identify trends and anomalies;
• Collaborates with internal teams to escalate and resolve technical or operational issues impacting partner experience;
• Maintains accurate and up-to-date partner documentation, FAQs, and support materials for seamless engagement;
• Assists in the development and testing of bespoke solutions for key accounts, ensuring alignment with business requirements;
• Generate performance reports and actionable insights to inform strategic decisions and improve partner satisfaction;
• Supports execution of ecosystem growth initiatives and partner engagement programs to drive adoption and usage;
• Liaises with vendors and partners to ensure timely delivery of integration and support activities;
• Understands fintech architecture, security, and operational dependencies to coordinate cross-functional efforts effectively;
• Interprets solution designs, functional specifications, and project plans to guide partner-related deliverables;
• Coordinates integration and user acceptance testing for partner solutions, ensuring quality and compliance;
• Plans and oversees deployment of tested solutions, securing CAB approvals through Change Management processes;
• Secures post-implementation sign-off and facilitates handover of delivered solutions to business development team;
• Identifies and mitigates risks and issues related to partner support, ensuring timely escalation and resolution;
• Monitors and provides accurate, timely reports on partner support status, including key milestones and deliverables;
• Manages all documentation, including meeting minutes, action items, and artifacts for active partner demands;
• Conducts post-support reviews to identify lessons learned and opportunities for process improvement;
• Ensures adherence to MTN Mobile Money Demand and Change Management processes and compliance with IT Security Policy;
• Requests and secures resources needed for partner support and demand delivery;
• Interfaces between business teams and vendor project teams to ensure alignment and timely execution;
• Stays abreast of industry trends and best practices in API management and fintech partner support to enhance delivery effectiveness.

• Familiarity with API platforms and digital payment systems.
• Strong analytical skills and proficiency in Excel, SQL, or BI tools.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, cross-functional environment.

• 12 certificate with 5 credits or better;
• Bachelor’s degree in Business, IT, Data Analytics, or related field.
• Certification in data analysis, project management, or API technologies is an added advantage.