Payment Channel Support Supervisor Vacancy at PalmPay

Job Description

PalmPay is seeking a Channel Payment Tech Supervisor to oversee the technical operations of its payment channels in Tanzania. This role involves ensuring seamless integration, functionality, and performance of payment systems like mobile money, bank transfers, USSD, POS, and agent banking platforms. The supervisor will lead a team in supporting, monitoring, and resolving channel-related issues while collaborating with internal and external stakeholders.

Responsibilities

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

Requirements

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.
Excellent communication and vendor management skills.
Ability to work under pressure in a fast-paced and evolving environment.