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MTN Uganda

Manager - Agent Operations

MTN Uganda

Uganda Full time Banking & Finance
Posted: Jun 26, 2026 1 month ago 181 views

Job Description

 

Manager – Agent Operations Jobs in Uganda – MTN Mobile Money Uganda

Company
MTN Mobile Money Uganda
Job Title
Manager – Agent Operations
Reports To: Senior Manager – Distribution & Channels
Division: Commercial Operations
Employment Type: Full-Time
Duty Station: Uganda

About MTN Mobile Money Uganda

MTN Mobile Money Uganda is one of Uganda's leading digital financial services providers, connecting millions of customers to secure, convenient, and reliable financial solutions. Through its nationwide network of Mobile Money agents, dealers, and business partners, the company enables individuals and businesses to send and receive money, pay bills, purchase goods and services, and access a growing range of digital financial products.
To maintain high service standards across its distribution network, MTN Mobile Money continues to invest in technology, operational excellence, and strong channel management practices. The Manager – Agent Operations plays a key role in ensuring that agents and channel partners operate efficiently, comply with company policies, and deliver quality service to customers across Uganda.

Job Summary

The Manager – Agent Operations is responsible for leading initiatives that improve the effectiveness and efficiency of MTN Mobile Money's distribution channels through the use of digital tools and operational best practices. The role focuses on strengthening agent operations, improving compliance, monitoring channel performance, and ensuring that Mobile Money agents and dealers consistently deliver high-quality services.
Working closely with internal teams, dealers, and channel partners, the successful candidate will support operational improvements, oversee quality management initiatives, resolve trade-related issues, and contribute to the continuous improvement of the Mobile Money distribution network.

Key Responsibilities

The successful candidate will be responsible for:
  • Develop, implement, and monitor Agent Quality Management initiatives in line with approved policies, processes, and procedures.
  • Prepare daily, weekly, and monthly reports to monitor agent activities and channel performance.
  • Ensure timely resolution of agent-related queries and operational issues across the trade.
  • Establish and monitor Key Performance Indicators (KPIs) for dealers and channel partners.
  • Identify operational process gaps and support the implementation of automation initiatives that improve efficiency.
  • Promote compliance with operational policies and procedures among agents, dealers, and all distribution partners.
  • Take appropriate action against non-compliant channel partners involved in activities that compromise the integrity of the Mobile Money ecosystem.
  • Support the Technology and Product teams during production testing and implementation of distribution product changes.
  • Escalate operational risks, process gaps, and trade incidents to the Senior Manager – Distribution & Channels.
  • Train Direct Sales Distribution (AQM) teams and channel partners on new products, services, and operational procedures.
  • Review feedback from the Agent Quality Management team and recommend practical process improvements.
  • Promote the effective use of Digital Distribution Tools to improve operational efficiency across the distribution network.
  • Perform any additional duties assigned by the supervisor in support of departmental objectives.

Qualifications

Applicants should possess the following qualifications:
Education
  • An Honours Bachelor's Degree in Commerce.
  • Business Administration.
  • Economics.
  • Statistics.
  • Or any other related business discipline.
Practical experience in Distribution Management and Business Analytics will be an added advantage.

Experience

Applicants should demonstrate:
  • Three (3) to five (5) years of experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channel management.
  • At least two (2) years of managerial experience in channel management within the Mobile Money, Telecommunications, or FMCG industry.
  • Proven experience managing dealers and channel partners to support business growth.
  • Practical knowledge of distribution and channel management.
  • Experience using digital tools to improve operational efficiency and channel quality.
  • Good understanding of Mobile Money operational policies, procedures, and compliance requirements.

Required Skills and Competencies

Technical Skills
  • Distribution channel management
  • Agent operations management
  • Mobile Money operations
  • Digital Distribution Tools
  • Business analytics
  • Performance monitoring
  • KPI management
  • Compliance management
  • Process improvement
  • Operational reporting
  • User Acceptance Testing (UAT)
  • Risk identification

Computer Skills
  • Microsoft Excel
  • Microsoft Word
  • Microsoft PowerPoint
  • Digital reporting systems
  • Business reporting tools
Professional Skills
  • Strong communication skills
  • Leadership and people management
  • Relationship management
  • Analytical thinking
  • Problem-solving
  • Planning and organisation
  • Decision-making
  • Attention to detail
  • Customer service orientation
  • Ability to work under pressure
  • Time management
  • Team collaboration

Behavioural Competencies

The ideal candidate should demonstrate:
  • Integrity and professionalism.
  • Accountability for results.
  • Strong interpersonal skills.
  • Positive attitude.
  • Leadership capability.
  • Adaptability to change.
  • Commitment to continuous improvement.
  • Good judgement and decision-making.
  • Ability to work collaboratively across teams.
  • Commitment to delivering quality customer service.

Working Environment

The Manager – Agent Operations works closely with commercial teams, technology teams, Agent Quality Management teams, dealers, agents, and other distribution partners. The role requires regular monitoring of operational performance, coordination across departments, and active engagement with stakeholders to maintain high standards of service delivery throughout the Mobile Money distribution network.

Why Join MTN Mobile Money Uganda?

Joining MTN Mobile Money Uganda provides an opportunity to contribute to one of Uganda's leading digital financial services organisations. Employees work in an environment that encourages innovation, accountability, and continuous learning while supporting initiatives that improve financial inclusion and customer experience. The role also offers valuable exposure to distribution management, operational excellence, and digital transformation within the telecommunications and financial services sector.

Application Requirements

Interested applicants should prepare the following documents before submitting their applications:
  • An updated Curriculum Vitae (CV).
  • A cover letter outlining their suitability for the position.
  • Copies of academic certificates and transcripts.
  • Copies of relevant professional certifications, where applicable.
  • Contact details of at least two professional referees.
  • Any additional documents requested during the recruitment process.

Important Information

  • Presentation of false academic documents or professional certifications may result in automatic disqualification and may lead to legal action.
  • Any form of canvassing will lead to automatic disqualification from the recruitment process.
  • Only shortlisted candidates will be contacted.
  • If you do not receive communication within fourteen (14) days after the closing date of the advertisement, please consider your application unsuccessful.
  • MTN Mobile Money Uganda is an Equal Opportunity Employer. Qualified female candidates are strongly encouraged to apply.

How to Apply

Interested candidates who meet the minimum qualifications and experience requirements should submit their applications through the official MTN Uganda recruitment portal before the advertised closing date.


About Company

MTN Uganda

MTN Uganda

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Job Overview

  • Job Type: Full time
  • Experience Level: Intermediate
  • Education Level: Bachelors
  • Vacancies: 1
  • Category: Banking & Finance
  • Location: Uganda
  • Application: External Website

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