Centre of Excellence: Operations Manager at MFS Africa

Description

MFS Africa is the leading digital payments hub in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to unbanked people. MFS Africa connects over 320 million mobile money users across sub-Saharan Africa through its platform – the MFS Hub. As a B2B company, we enable cross-border payment for mobile money operators, banks, money transfer operators, large corporate and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to Visa.net, effectively connecting African consumers and businesses to the global digital economy. As a technology fintech company, we strive to automate everything we do and run world-class back-office operations spread between Johannesburg, Port-Louis, Accra and soon Nairobi. We also have a compliance team in Johannesburg, London and Port-Louis and are regulated by the FSC in Mauritius and the FCA in the UK.

The role

The Centre of Excellence: Operations Manager will be responsible for leading the Centre of Excellence within the Partner Support Business Unit, that sits within the Global Payments team to provide best-in-class service by implementing best practices in communication and ensuring the most effective resource management against key performance metrics. The specific duties include formulating strategy, reporting, improving performance and optimizing resources and compliance. This position will report into the Head of Partner Support.

We seek a highly motivated and energetic self-starter motivated who is highly results driven, organised, analytical and commercially minded with fluency in both English and French. The role will be based in Johannesburg, South Africa with travel as and when required.

Requirements

Duties and Responsibilities

Resource planning:

• Produce documented analysis and reporting on performance for decision making.

• Responsible for performance schedules and resource planning.

• Provide accurate analysis and forecasting – strategically (12-24 months) and tactically (12-16 weeks).

• Monitor CRM and reporting system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.

• Mentor direct reports

• Increase quality of customer service and implement best practices across all levels.

Business Improvement and Reporting:

• Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline, and automate existing operational reporting.

• Create a Business Continuity Plan.

• Responsible for data analysis, including data collection, synthesis, and translation of results into concrete actionable solutions and detailed reporting.

• Improve efficiency and optimization across department processes and the customer journey.

• Analysis and reporting of Partner Support performance on a daily, weekly, monthly, and annual basis.

• Chair a weekly internal workforce management meeting covering off previous, current, and future performance indicators and providing expert recommendations to maximise key KPIs.

Skills and Competencies:

• Highly task oriented with solid business acumen; focused on outputs that will move the business forward.

• Comfortable challenging the status quo and managing change that arises from doing so.

• Ability to effectively build relationships with stakeholders at all levels both internally and externally.

• Ability to coordinate the efforts of individuals to ensure that they work together towards a common goal.

• Astute problem solver who can come up with creative solutions even when faced with ambiguity.

• High emotional intelligence; able to make sound decisions using superior judgement.

• Excellent communication and presentation skills.

• Can effectively plan and prioritise their work to ensure they meet deadlines.

• Comfortable working in a fast-paced and demanding environment without compromising on the quality of work produced.

• Proficient in the full MS Office suite; comfortable with using various service desk tools and systems.

• Intermediate/Advanced experience using Excel, and PowerPoint.

• Excellent analytical and logical thinking to understand and analyse complex business processes.

• Strong organisational and prioritisation skills, detail-oriented and strong interpersonal skills.

Qualifications and Experience:

• 8 – 10 years experience in a similar role.

• Post graduate qualification. MBA qualification would be highly advantageous.

• Pan African experience and exposure is highly desirable.

• Fully bilingual French / English.

Benefits

• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do

• We work at the very cutting edge of fin-tech in Africa

• We have a very diverse work environment with over 28+ nationalities represented and continually strive to build a culture of caring and execution

• We operate a flexible remote working policy

• We offer a competitive salary package and bonuses

• We prioritize the overall well-being of our employees through various initiatives aimed at ensuring they reach their full potential in a supportive environment