Job Title: Manager – Agent Operations
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
About Organisation:
MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.
Job Summary: The Manager Agent Operations will lead initiatives using Digital Tools to improve effectiveness and efficiency of all distribution channels in line with the laid down policies, processes, and procedures.
- The job holder is accountable for driving compliance levels of the delivery channels through quality improvement in Trade operations.
Key Duties and Responsibilities:
- Develop, implement, and enforce Agent quality management initiative in line with the laid down policies, processes, and procedures.
- Develop reports to track agents’ activity daily, weekly, and monthly.
- Timely resolution of Agent and queries in the Trade.
- Responsible for setting and execution of KPIs for Dealers and other channel partners.
- Identify process gaps and spearhead the implementation of initiatives such as automation tools for process improvements in the Trade.
- Enforce compliance to the stipulated processes and procedures among Agents, Dealers and all channel partners for efficiency in service delivery.
- Take appropriate action against errant and non-compliant channel partners that engage in unscrupulous activities aimed at manipulating the ecosystem to earn more commission.
- Support the Technology and products team in production and delivery tests for distribution product changes.
- Escalate any process gaps and Trade incidents to the Senior Manager Distribution & Channels.
- Train Direct Sales Distribution Teams (AQM Team) and channel partners on new products and services to ensure seamless service delivery to the end customers.
- Periodic review of feedback from Agent quality management team to drive process improvements for better service delivery.
- Promote the use of Digital Distribution Tools to drive efficiencies in the delivery of services across the channels.
- Carry out any other duties as may be assigned by the supervisor from time to time
Qualifications, Skills and Experience:
Education:
- An honours degree in Commerce, Business Administration, Economics, Statistics, or any relevant field.
- Relevant Practical experience in Distribution and analytics.
Experience:
- 5 years’ relevant experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channels management.
- A minimum of 2 years’ managerial experience in channel management within the Mobile Money, Telecom or FMCG Industry.
- Proven exposure in Dealer and channel partner engagements for business growth
- Knowledge and experience in Distribution and channels management
- Good Interpersonal skills to effectively communicate with and manage channel partners.
- Knowledge and effective application of all relevant Fintech/Mobile Money policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
- Good team player, positive attitude, and willing to work under high pressure and tight timelines.
- Proven experience and ability to adapt to use of Digital Tools to improve the quality of Distribution channels.
- NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification.
- Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.
- Female candidates are strongly encouraged to apply.
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
Deadline: 3rd July 2026
NB: Only shortlisted candidates will be contacted.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 60