Payment Channel Support Supervisor

Job Summary:
PalmPay is looking for a highly skilled and proactive Channel Payment Tech Supervisor to oversee the technical operations of our payment channels in Tanzania. This role will ensure seamless integration, functionality, and performance of payment systems including mobile money, bank transfers, USSD, POS, and agent banking platforms. You will lead a small but agile team in supporting, monitoring, and resolving channel-related issues while working closely with internal stakeholders and external partners.

• Channel Infrastructure Management

• Supervise the technical operations of PalmPay’s payment channels and ensure high availability and uptime.
• Oversee daily monitoring of mobile money integrations, bank APIs, and switching platforms.
• Coordinate with product, tech, and compliance teams on channel enhancements or incident resolutions.
• Issue Resolution & Support

• Act as the technical escalation point for channel-related issues.
• Work with third-party providers (banks, telcos, payment gateways) to resolve integration or transaction failures quickly.
• Troubleshoot system disruptions, reconcile failures, and ensure minimal customer impact.
• Reporting & Analysis

• Track KPIs related to channel performance, transaction success rates, and error logs.
• Provide daily, weekly, and monthly operational reports with analysis and recommendations.
• Monitor system logs, automate health checks, and flag anomalies.
• Team Supervision & Process Optimization

• Lead and mentor junior technical support staff or analysts in the channel team.
• Develop and document standard operating procedures (SOPs) for incident handling and routine checks.
• Collaborate with the product and engineering teams on system improvements and upgrades.
• Compliance & Risk Mitigation

• Ensure all channel operations meet regulatory, security, and internal compliance standards.
• Support audits and risk assessments related to payments infrastructure.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Minimum of 3–5 years’ experience in fintech, digital payments, banking, or related fields.
• Solid understanding of mobile money platforms, switching infrastructure, APIs, and payment gateway operations.
• Strong analytical, troubleshooting, and incident management skills.
• Experience working with system logs, SQL queries, or monitoring tools is a plus.
• Excellent communication and vendor management skills.
• Ability to work under pressure in a fast-paced and evolving environment.

• Prior experience with integrations involving MNOs (Airtel Money, Tigo Pesa, Vodacom M-Pesa, etc.).
• Familiarity with Tanzanian financial ecosystem and channel regulators.
• Experience in scripting or automation tools for monitoring is a bonus.