Analyst Training, Agents, Customers & Merchants Support

at MTN Zambia
Location Lusaka, Zambia
Date Posted 26 January 2022
Category IT & Telecoms


  • Executes policies, procedures and guidelines cascaded by the functional lead and ensures compliance with the same;
  • Complies with the set governance mechanisms, under supervision from the functional lead;
  • Evaluates the efficiency and effectiveness of Agents, Customers, Merchants Support & Training strategies and propose and offer suggestions for improvements;
  • Trains Agents, Customers and Merchants Support Operations;
  • Defines guidelines for conducting Sales channel, Merchant, Agent, Agent Aggregator & MTN Dealer (GSMCo led) network training and develop training collaterals;
  • Defines guidelines for training for both converged and traditional MTN dealers and develop training collaterals;
  • Provides periodic performance reports and updates on knowledge gaps and implements actions to help address the identified gaps;
  • Ensures regular updates of all user guides and training manuals;
  • Ensures that Agents involved in Customer acquisition and at point of sales are familiar with Finco products and services;
  • Ensures that all Agents are trained and manage to submit 100% KYC documentation in compliance with regulations;
  • Ensures that all Agents are adequately trained on AML/CFT procedures;
  • Tracks training effectiveness by deploying post training assessments, surveys etc;
  • Monitors participant coverage and ensures threshold coverage is met;
  • Gathers training needs from time-to-time and ensures that the curriculum is up-to-date and meets all standards forth by the group.

Candidate Requirements

  • Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
  • Degree in any related discipline or its equivalent in area of specialization;
  • A minimum of 2 to 3 years’ total experience in Fintech/Financial services partner management or allied field is required;
  • Experience in Fintech, banking or Mobile Money is preferred.

Women are strongly encouraged to apply

Hand delivered or posted applications will not be accepted.

Note: that only shortlisted candidates will be contacted.

Drop files here browse files ...