Merchant Processing Operations & Support Officer – East Africa

About the role

Network International, a financial technology company active in more than 50 countries, is hiring a Merchant Processing Operations & Support Officer for its East Africa operations. The role builds and sustains high-value relationships with a portfolio of merchants across assigned markets in Kenya and Rwanda, driving merchant satisfaction, retention and revenue through proactive account management, first-line support and product expansion. It is an operational enablement role.

Key responsibilities

• Coordinate onboarding and activation of acquiring banks, merchants and partner channels, and maintain merchant and terminal profiles with approved MID/TID, MCC and settlement parameters
• Support enrolment, OTP processes, terminal activation, client training and handover to business-as-usual support, and keep implementation trackers and readiness checklists
• Work with Acquiring, Sales, Product, Technology, Risk and Compliance on testing, approvals, go-live and early-life support, and support acquiring expansion opportunities
• Provide POS/SmartPOS technical support, execute approved parameter changes, process terminal resets and replacements, and support field teams and client banks in resolving terminal faults
• Coordinate POS application certification, user acceptance and regression testing, and log, monitor and resolve client incidents while tracking SLA performance
• Coordinate terminal sourcing, inventory, dispatch, repairs and vendor deliveries, and generate dormancy and utilization reports
• Partner with Sales and Relationship Management to turn client requirements into onboarding plans, introduce new terminal models and analyse onboarding delays and incidents
• Follow approved SOPs, maker-checker controls, KYC/KYB handoffs and information-security rules, maintain audit trails, escalate suspected fraud and prepare daily, weekly and monthly reports

Required profile

• 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 onboarding, terminal deployment and payments service delivery
• Ability to support new acquiring client implementations 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

Required skills

• MID/TID/MCC setup and terminal parameterization
• Application upgrades, POS testing and incident management
• Terminal inventory, vendor coordination, repairs, procurement forecasting and device lifecycle management