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M-Pesa centralises Africa technical unit in Nairobi

M-Pesa will control all its global service operations from Kenya even as the tech giants eye expansion into more markets.

This is after M-Pesa Africa launched a Shared Service Operations Centre (SSOC) in Nairobi that will oversee service operations and technical support.

Safaricom CEO Peter Ndegwa/ Image: Image: TECH

Safaricom earned Sh107.7 billion from its M-PESA operations in Kenya in 2022.

The SSOC will be charged with undertaking the monitoring and resolution, managing platform changes and upgrades, deployment of new features and capacity management, and coordination with technical vendors.

According to Safaricom CEO Peter Ndegwa, The M-Pesa SSOC will support M-Pesa operations in Tanzania, the Democratic Republic of Congo, Mozambique, Lesotho, Ghana as well as future markets the service expands to.

M-Pesa platform operations in the five markets were previously being handled across several points in Africa and Europe and the SSOC brings the entire platform in-house to a single point in Kenya for the first time.

“The M-Pesa Africa Shared Service Operations Centre builds on our purpose by enabling us to deliver a higher service quality and increased platform reliability as we expand to more markets and add more products to the platform,” said Ndegwa.

To integrate the systems, M-Pesa Africa says it had has invested more than $2 million (Sh262 million) into the SSOC and is part of the company’s transition to a digital cloud-based platform.

The new M-Pesa platform is designed to be scalable and offer the entire range of products and services across all markets, support integration of new products and services as well as leveraging emerging technologies in areas such as Big Data and Artificial Intelligence.  

Vodacom Group CEO Shameel Joosub, says the new systems will help in driving financial inclusion across the African continent

“The launch of this Operations Centre is an important milestone and testament to our commitment to continue delivering innovative and cost-effective personal finance and business solutions that were previously difficult and cumbersome to acquire – further supporting us in connecting the next 100 million African customers,” said Joosub.

 The M-Pesa Africa Shared Service Operations Centre will empower M-Pesa to provide 24/7 monitoring and support to operations and services across different markets.

“The Shared Service Operations Centre strengthens our position as Africa’s largest fintech and digital ecosystem, bringing us closer to our vision of one M-Pesa, providing one platform and unified operations across all our markets,” added Joosub.

M-Pesa Africa Mananging Director Sitoyo Lopokoiyit said that with the integration, M-Pesa will now deliver increased reliability, a more robust platform, faster upgrade and change management as the economies transition to a fully digital ecosystem connecting customers and businesses across the continent.

Source: The Star

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