Merchant Processing Operations & Support Officer – East Africa

About The Role:

The Merchant Relationship Specialist is responsible for building and sustaining high-value relationships with a portfolio of merchants across assigned markets. This role drives merchant satisfaction, retention, and revenue growth by offering proactive account management, first-line support, and strategic product expansion. The incumbent acts as the merchant’s internal advocate, ensuring seamless service delivery and maximizing product adoption across Network International’s ecosystem.

Key Responsibilities:

Merchant Acquiring Onboarding & Implementation:

Coordinate operational onboarding and activation of acquiring banks, merchants and partner channels across Kenya and Rwanda, ensuring implementation readiness and documented dependencies.

Create and maintain merchant and terminal profiles; configure approved MID/TID, MCC, settlement/financial parameters and device registration details.

Support enrolment, OTP processes, terminal activation, client training and handover to business-as-usual support.

Maintain implementation trackers, readiness checklists, issues and action logs for new acquiring clients, pilots, migrations and launches.

Coordinate with Acquiring, Sales, Product, Technology, Risk and Compliance on testing, required approvals, go-live and early-life support.

Support the operational execution of acquiring expansion opportunities, including device deployment planning and resolution of onboarding bottlenecks.

POS Technical Operations & Service Assurance:

Provide POS/SmartPOS technical support for configuration, activation, application loading, updates, connectivity and troubleshooting.

Execute approved parameter changes including merchant financial data, MID/TID, MCC, serial numbers, Wi-Fi, fraud/restriction settings, refunds, voids and pre-authorizations.

Process approved terminal resets, profile deletions, reassignment and replacements in accordance with documented controls.

Support field teams and client banks in resolving terminal faults and acceptance issues; coordinate escalation to technology, vendors and product teams.

Coordinate POS application certification, user acceptance and regression testing for APK upgrades, releases and enhancements, documenting defects and release evidence.

Log, monitor and resolve client incidents and service requests, providing updates and tracking SLA performance and repeat issues.

Support incident root-cause reviews, corrective actions and post-go-live service stabilization.

Terminal Estate, Inventory & Vendor Management:

Coordinate with Procurement on POS terminal sourcing, demand forecasts, stock availability and replenishment based on deployment and recruitment trends.

Maintain accurate records for terminal receipts, tagging, dispatch, installations, returns, transfers, repairs and decommissioning.

Coordinate device distribution and vendor/field service deliveries, following up on timelines and unresolved issues.

Manage repair coordination and terminal recovery, identifying opportunities to avoid unnecessary replacements and optimize asset utilization.

Generate POS dormancy and utilization reports and engage banks and commercial teams on activation, reactivation and estate optimization.

Monitor supplier and repair-vendor performance, turnaround times and service-level commitments.

Merchant Acquiring Business Enablement:

Partner with Sales and Relationship Management to translate approved client requirements into operational onboarding and deployment plans.

Support introduction of new terminal models, acceptance applications, acquiring capabilities and merchant services enhancements.

Analyze terminal activity, onboarding delays, recurring incidents and client feedback to identify opportunities for improved adoption and service quality.

Contribute operational insight to new-client discussions, pilots and market expansion, without owning commercial pricing, contracts or sales targets.

Controls, Reporting & Continuous Improvement:

Follow approved SOPs, maker-checker controls, change management, information-security rules and required KYC/KYB approval handoffs.

Maintain complete audit trails for merchant setup, configuration changes, testing, terminal movements, approvals and issue resolution.

Escalate suspected fraud, compliance breaches, operational risks and incidents to the responsible functions.

Prepare daily, weekly and monthly reports covering onboarding, terminal estate, SLA/ticket performance, testing, client issues and implementation readiness.

Conduct trend and exception analysis, propose process improvements and support audit, business continuity and operational resilience activities.

Key Deliverables:

Accurate, timely merchant and terminal onboarding with complete approvals and documentation.

Reliable POS support and incident resolution within agreed service levels.

Controlled APK certification, regression testing and go-live readiness.

Improved terminal utilization, accurate inventory and efficient vendor/repair coordination.

Effective operational enablement of new acquiring clients and services across Kenya and Rwanda.

Qualifications

Key Requirements:

Diploma or bachelor’s degree in business, supply chain, IT, finance, operations or a related discipline; equivalent relevant experience considered.

Experience in POS technical support, merchant acquiring operations, onboarding, terminal deployment and payments service delivery.

Working knowledge of MID/TID/MCC setup, terminal parameterization, application upgrades, POS testing and incident management.

Experience in terminal inventory, vendor coordination, repairs, procurement forecasting and device lifecycle management.

Ability to support new acquiring client implementations, operational readiness and post-go-live stabilization.

Strong analytical, documentation, client service, cross-functional coordination and problem-solving skills.

Familiarity with KYC/KYB handoffs, operational controls, maker-checker, audit evidence and information security.

Ability to work across Kenya and Rwanda stakeholders and manage competing priorities.

Minimum qualifications

BA/BSc/HND , Diploma

How to apply

Interested and qualified? Go to Network International on fa-euqk-saasfaprod1.fa.ocs.oraclecloud.com to apply

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