Operations Executive – Partner & Customer Support

  • Full Time
  • Lusaka


DEPARTMENT : Airtel Money

VACANCY : Operations Executive – Partner & Customer Support

LEVEL : FSenior Officer



To provide Airtel Money operational support to all Airtel Money partners – key accounts, merchants, and banks. To co-ordinate all Airtel Money partners related activities which will include but will not be limited to resolution of queries raised by partners, queries raised by Corporate Sales teams, Call center Recovery Desk, and supporting with Bank partner reversal requests.



  • • Facilitate creation of new system Users in line with roles and responsibilities matrix.
  • • Support with activation of system users where accounts are within 30day inactive.
  • • Initiate all float allocations and deallocations for Customers, Merchants, Enterprise, Internal wallets, and Non-Trust Bank customers as per Finance team and Bank requests.
  • • Ensure timely settlement and approvals of all allocations and deallocations.
  • • Initiate sensitive platform configurational changes and ensure all configurational changes have proper authorization and signoffs secured.
  • • Execute post go live testing and ensure validation of results.
  • • Ensure sanity tests are performed as per set guidelines during any change implementation.
  • • Adhere to internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
  • • Decrease customer complaints by ensuring all customer requests are handled in a timely manner.
  • • Offer third level support to Channel Partners, Banks, and Recovery Desk.
  • • Proactively monitor key services through service dashboards.
  • • Adhere to set Back Office processes and procedures to ensure efficient Back Office operations.
  • • Understand customer needs and work with management on upsell opportunities – i.e., in depth knowledge of customer account and what they really want.
  • • Proactively communicate with clients on new or improved products or services, promotions, or any other changes in a timely manner.

Educational Qualifications & Functional / Technical Skills

  • • Bachelor’s Degree in Business, Project Management, Management or Computer Science.
  • • Excellent reporting skills.
  • • Computer literacy with excellent Excel, Word, and PowerPoint skills.
  • • Fair appreciation of banking practices and governing laws including but not limited to Banking and Financial Services Act, National Payment Systems Act, Anti-Money Laundering guidelines and relevant Bank of Zambia directives.

Relevant Experience:

  • • Experience with customers and customer query resolution.
  • • Ability to read, edit, and understand contracts.


  • • Ability to plan, organize, and prioritize multiple and simultaneous programs and meet deadlines.
  • • Strong interpersonal skills in dealing proactively with all levels of internal and external customers.
  • • Ability to work under pressure with minimum supervision.
  • • Ability to innovate.


Suitable candidates are requested to apply by sending through their CV’s to jobs@zm.airtel.com.


The closing date for receiving applications is Friday, 22nd March 2024.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

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