Today, M-PESA Africa has unveiled a Shared Service Operations Centre (SSOC) in Nairobi.
The main service of the new office will be to supervise service operations and provide technical assistance, including monitoring and resolving incidents, handling platform changes and upgrades, introducing new features and managing capacity, as well as collaborating with tech vendors.
The facility will support M-PESA operations in Tanzania, the Democratic Republic of Congo, Mozambique, Lesotho, and Ghana.
More markets will also be explored.
Previously, M-PESA operations in the said markets were managed across various locations in Africa and Europe.
With the SSOC, the mobile money platform has been consolidated into a single point in Kenya for the first time.
At the same time, M-PESA Africa has invested over KES 260 million in the SSOC as part of the company’s shift to a digital cloud-based platform.
The mobile money platform is intended to be scalable and offers the full range of products and services in all markets.
It will also support the integration of new products and services while utilizing emerging technologies such as Big Data and Artificial Intelligence.
“For 16 years, M-Pesa has been at the core of our purpose to transform lives by using technology to connect customers to different opportunities. 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 Peter Ndegwa, CEO, Safaricom.
“Financial services remain a priority for us as we drive financial and digital inclusion on the 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 Shameel Joosub, CEO – Vodacom Group.
“We are delighted to launch the M-Pesa Africa Shared Service Operations Centre which empowers us 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. It will enable us to deliver increased reliability, a more robust platform, faster upgrade and change management as we transition to a fully digital ecosystem connecting customers and businesses across the continent,” said Sitoyo Lopokoiyit, MD – M-Pesa Africa.