Background information about the job or company (e.g., role context, company overview)

Reporting to the Manager, Mobile Money Systems in the Information Services Division, the Mobile Money Bank & Payment Gateway Administrator is responsible for the administration, integration, and operational management of Mobile Money banking services and payment gateway systems at Telekom Networks Malawi Plc. The role ensures seamless connectivity and interoperability between TNM Mpamba and integrated bank partners through payment switch infrastructure, bank integration channels, and ISO 8583/ISO 20022 message standards.

Responsibilities or duties

• Develop a roadmap for features and innovations across banking services systems, including bank integrations, switch services, and interoperability interfaces, to enhance customer support across all TNM contact points.
• Develop execution plans for resolving persistent banking service issues spanning bank integration channels and payment switch operations.
• Implement approved change requests and address customer needs across banking services touchpoints, including bank integrations and switch-connected channels.
• Ensure all customer complaints relating to banking services are resolved, recorded, and responded to promptly, with root causes addressed to prevent recurrence.
• Review daily MIS and transaction reports to ensure bank integration and payment switch transactions are processed within agreed Service Level Agreements (SLAs).
• Oversee the provisioning of new bank integration channels for customers and corporate clients.
• Manage bank channel onboarding processes, ensuring that required security protocols and compliance controls are observed.
• Implement and monitor fraud detection systems to identify and prevent unauthorized or suspicious transactions across payment switch and bank integration services.
• Analyze ISO 8583 and ISO 20022 transaction message data to identify opportunities for service improvement, optimization, and standards compliance.
• Monitor and manage payment switch messaging queues, ensuring timely processing of financial messages between TNM Mpamba and integrated bank partners.
• Support the administration and operational management of payment gateway and switch infrastructure to ensure reliable and secure transaction processing.
• Conduct disaster recovery testing for banking services, payment gateway, and integrated bank channels.
• Maintain accurate technical documentation and Standard Operating Procedures (SOPs) relating to banking services integrations and payment switch operations.
• Work closely with internal teams, bank partners, and third-party vendors to resolve technical issues and deliver reliable banking services.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or an equivalent qualification.
• Practical experience in banking services systems, payment gateways, payment switches, system integrations, or a related technology environment.
• Knowledge of ISO 8583 and/or ISO 20022 payment message standards.
• Knowledge of payment switch architecture, transaction routing, and settlement processes.
• Knowledge of bank integration channels and interoperability technologies.
• Experience in analyzing banking services transaction data and diagnosing multi-system transaction issues.
• Knowledge of fraud detection and transaction monitoring systems will be an added advantage.

Key Attributes & Competencies

• Strong analytical and diagnostic skills, particularly in relation to banking services transaction data.
• Excellent problem-solving skills across complex, multi-system banking environments.
• Strong technical documentation and SOP writing skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively with internal teams, bank partners, vendors, and other stakeholders.
• Strong attention to detail and ability to manage critical financial transaction processes.
• Ability to identify opportunities for innovation, service improvement, and operational optimization.

• Develop a roadmap for features and innovations across banking services systems, including bank integrations, switch services, and interoperability interfaces, to enhance customer support across all TNM contact points.
• Develop execution plans for resolving persistent banking service issues spanning bank integration channels and payment switch operations.
• Implement approved change requests and address customer needs across banking services touchpoints, including bank integrations and switch-connected channels.
• Ensure all customer complaints relating to banking services are resolved, recorded, and responded to promptly, with root causes addressed to prevent recurrence.
• Review daily MIS and transaction reports to ensure bank integration and payment switch transactions are processed within agreed Service Level Agreements (SLAs).
• Oversee the provisioning of new bank integration channels for customers and corporate clients.
• Manage bank channel onboarding processes, ensuring that required security protocols and compliance controls are observed.
• Implement and monitor fraud detection systems to identify and prevent unauthorized or suspicious transactions across payment switch and bank integration services.
• Analyze ISO 8583 and ISO 20022 transaction message data to identify opportunities for service improvement, optimization, and standards compliance.
• Monitor and manage payment switch messaging queues, ensuring timely processing of financial messages between TNM Mpamba and integrated bank partners.
• Support the administration and operational management of payment gateway and switch infrastructure to ensure reliable and secure transaction processing.
• Conduct disaster recovery testing for banking services, payment gateway, and integrated bank channels.
• Maintain accurate technical documentation and Standard Operating Procedures (SOPs) relating to banking services integrations and payment switch operations.
• Work closely with internal teams, bank partners, and third-party vendors to resolve technical issues and deliver reliable banking services.

• Strong analytical and diagnostic skills, particularly in relation to banking services transaction data.
• Excellent problem-solving skills across complex, multi-system banking environments.
• Strong technical documentation and SOP writing skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively with internal teams, bank partners, vendors, and other stakeholders.
• Strong attention to detail and ability to manage critical financial transaction processes.
• Ability to identify opportunities for innovation, service improvement, and operational optimization.

• Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or an equivalent qualification.
• Practical experience in banking services systems, payment gateways, payment switches, system integrations, or a related technology environment.
• Knowledge of ISO 8583 and/or ISO 20022 payment message standards.
• Knowledge of payment switch architecture, transaction routing, and settlement processes.
• Knowledge of bank integration channels and interoperability technologies.
• Experience in analyzing banking services transaction data and diagnosing multi-system transaction issues.
• Knowledge of fraud detection and transaction monitoring systems will be an added advantage.