Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

-        M-Pesa Customers and distribution operations management

-        Supervise the Retail Business operations team

-        Partner performance review and analysis

-        Make sure all SLA are met by managing all duties under business operations  

-        Fault types of management following defined priorities and SLAs (Buy Bundle, Airtime, ATM, Pay TV, Fees, ...)

-        Manage Partner requests sent by email including any other channel (Pin Reset, Password Reset, SIM Swap, Reversal, Update etc.)

-        Manage all CIC tickets escalation to M-Pesa

-        Dealing with complaints from Tradeline including all matters related to inbound and outbound calls

-        Manage properly the escalation process with partners where tickets can’t be resolved at M-Pesa level

-        Initiate or approve transactions according to the policies and procedures that are in place

-        Stay in constant contact with Product team and the M-Pesa Technical to escalate problems internally

-         Responsible for Money recovery from Customers Old accounts to Customers New accounts according to the old accounts Management Process

-         Responsible to monitor all Robotics process automation (RPA) and report any issue to technical team to make sure all RPAs are always up and running

Daily and weekly performance report

YOUR FILE

- We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application « RETAIL BUSINESS SUPPORT SUPERVISOR». Please, you may directly apply on our website www.sodeico.org  (fill in the form and submit your resume) in Word format (any other format will not be accepted) before  dec 31, 2025.

- Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.

- Only successful candidates will be called.

-  Female application are strongly encouraged!