Operations Team Lead at JUMO.WORLD

Job description

Job Purpose

The Operations Team Lead will provide professional, standardised and effective operations services to our internal and external customers to maximise business value.

Key Responsibilities

• Line Management of Team
• Collection, analysis and coordination of back office operational requests across all channels
• Incident and request management process definition and automation
• Process definition and standardisation of BAU Ops, including automation where relevant
• Operation performance reporting against SLAs
• Project management / coordination of small projects impacting operations
• Operating Model SLA creation and management from special projects handover to BAU during pilot phase and into commercial launch
• Managing transition of Channel Operations requests to Group Operations / Shared Services / Automated / back to Channel based on guiding principles
• Monitor, manage and optimise operational processes as per Operating Model agreement

Requirements (Qualifications and Experience)

• University degree in either of the following: Information Technology / Business / B.Com). A qualification in Operations Management is highly desirable.
• A minimum of 3+ years’ experience in Operations Management, preferably in a senior management position and in a shared service environment
• Financial Services knowledge/experience; Telecoms knowledge/experience with Mobile money understanding; Call centre experience would be advantageous
• Working with/in African territories would be an added advantage
• Incident workflow methods/tools, MS Office proficiency

Skills, knowledge and competencies

• Service desk management and reporting; Process modelling is highly desirable
• Risk management skills
• Customer service skills
• Ability to adapt quickly and effectively to change
• Planning and organising skills
• Building and managing relationships
• Effective communication and presentation skills
• Leading change
• Developing and growing others
• Driving for results; and analytical and problem-solving skills
• Regulatory/Commercial understanding would be beneficial

Application Closing Date: 20 June 2017