Senior Manager, Fintech Operations & Service Delivery at MTN

About The Job

Job Summary

• Responsible for ensuring operational and service delivery excellence within MobileMoney Limited (MML) and on the part of internal and external MML partners. 
• As well as oversee product specification & design, project management, records management, training and capacity building for all Mobile Money stakeholders.

Job Context

• A Fintech/ Financial services Industry
• Multi regulated and multidimensional stakeholder management
• Environmental, social and governance prioritized.
• Partnerships and platform business at the core of business ambition
• Evolving industry
• Agile ways of working

Job Role & Responsibilities

• Development of Products & Services:
  • Responsible for leading product specification development and design.
  • Responsible for coordinating cross functional teams for the successful introduction of new products.
  • Work collaboratively with commercial teams to define product requirements
  • Ensure successful launch of new features; Processes, Testing, Set-up , Configuration, Training, support
• Service Delivery Management:
  • Coordinate the activities of third-party service providers and ensure adherence to SLAs to deliver the best and consistent service experience.
  • Design appropriate measures and strategies to align operational processes with service delivery to the customers
  • Support Products & Services delivery in line with Go-to-market strategy and implementation timelines.
• Project Support:
  • Responsible for MML project management and delivery within agreed specifications.
  • Develop best practices and tools to manage Mobile Money projects.
  • Implement effective and efficient proactive Risk Management Processes for all projects.
• Operations Support:
  • Oversee and direct operational activities within the unit to ensure efficiency.
  • Provide operational support / assistance to all MM partners / stakeholders.
  • Develop and manage operations policy and procedures and ensure adherence.
  • Manage Partner Bank relations and service support.
  • Develop processes to manage user accounts and accesses to the MM platform
  • Maintain knowledge on all regulatory issues and competitor business insights
  • Ensure regular updates of all user guides and training manuals
  • Manage customer records in line with regulatory requirements
  • Ensure effective system monitoring and implementation of system upgrades.
  • Develop and implement training programs to build capability for all Mobile Money internal and external stakeholders
  • Manage engagements with customers and provide service support.
  • Coordinate Mobile Money governance, audit and risk management activities.

Education:

• Minimum of a BSc. Degree in Computer Science, Business Administration, Social Science or other related professional qualifications.
• Relevant MSc or Postgraduate qualification will be an advantage.

Experience:

• Minimum of 8 years relevant experience in Mobile Financial services Industry, with at least 5 years in a managerial role.

Competencies

• Professional/Technical Competencies:
  • In-depth knowledge of the Mobile Financial Services Ecosystem
  • Business Risk Management
  • Stakeholder Management
  • Information systems management
  • System management / Administration
  • Financial acumen
  • Commercial acumen
  • Office suite and other related software applications

Behavioral Competencies

• Must live the MTN Values of:
  • Can Do; Integrity; leadership; Innovation; Relationships
  • Must exhibit the MTN Vital Behaviors of
  • Complete Candor, Complete Accountability, Active Collaboration & Get it done.