Head of Customer Experience and Operations at Mama Money

HEAD OF CUSTOMER EXPERIENCE AND OPERATIONS

At the core of Mama Money’s strategy is its customer experience. We want to offer the best service to our customers and make sure their journey with us is easy, enjoyable and as seamless as possible. We’re looking for a great individual to lead our relevant teams, ensure we offer the best customer experience to ensure that our transactions get successfully delivered and that the customer journey is constantly improved.

WHO WE ARE

Mama Money is an innovative, rapidly growing tech company and the world’s first Social Business Money Transfer Operator. An ethical fintech organisation, with a focus on financial inclusion, we are specifically focused on those who are often excluded and unable to take part in the financial landscape. While Mama Money has all the bells and whistles of a fintech startup - great offices and coffee, free lunch daily, flexible working hours - the business is underpinned by the incredible sentiment that we should leave greed behind us and use the resources we have to make the world a better place. Mama Money is profitable and growing steadily across Africa, Asia and European operations are in the offing, so you can rest assured that you are in secure hands with us!

WHAT YOU WILL BE DOING

Build very efficient operations to support the customer journey

• Work closely with the Chief Executive Officers and wider Senior Management team to plan, develop, and execute a strategy to support creating an empathetic and personable customer journey at all touch points.
• Define, implement and own performance measurable metrics related to team engagement, performance and productivity.
• Manage budgeting and capacity forecasting to ensure optimal QoS, performance and cost-efficiency.

Be the voice of the customer internally

• Ensure that the organisation has key metrics and targets in terms of Customer Success: definition, quantification and measurement.
• Build the reporting tools and mechanisms to create informative feedback to the rest of the company, such as product and customer experience (systematic root cause analysis), especially on where there are customer pain points.
• Ensure that Mama Money always has our customers at heart by implementing and streamlining reports and processes.
• Ensure that Mama Money keeps on improving our core product offering with the customer in mind and working closely with the Product team to prioritize development accordingly.

Build, grow and coach the team to ensure commitment, loyalty, and well-being

• Lead managers and support them in growing a diverse and multicultural team through.
• coaching, training, and change management (>100 people in the coming few months).
• Identify talents and ensure strong employee loyalty.
• Build a team of robust managers and ensure that they are well equipped to be successful.
• Be one of the champions of the company culture within the department.

Create a seamless customer journey and drive operational excellence

• Lead the planning, roll-out, and enhancements the CRM, contact tools, ticketing etc. to offer multichannel single touchpoints and consistent experience across the board.
• Constantly look for opportunities to digitize and automate customer operations (from activation to queries) and processes to bring efficiencies and allow Mama Money to scale on strong foundations.
• Ensure consistency of the holistic customer journey in order to support customer acquisition, conversion, and loyalty (inbound, outbound).
• Ensure adequate and proactive communication when facing service issues.
• Ensure consistency and relevance of customer messages across all corridors and products.
• Work closely with our compliance team to ensure adequate risk management procedures to avoid fraud, failures, and non-compliance to our regulatory requirements (FICA).
• Support the launch of new products and services by setting up operational processes and ensuring adequate training.
• Contribute to Mama Money’s “AI” strategy as it related to customer operations and support.

WHAT SKILLS YOU SHOULD HAVE

• 10+ years of Call center / Customer service center / Customer support experience
• Team management, hiring & coaching skills - ideally 100 - 200 people through indirect management
• Very strong people coaching abilities
• Data understanding and a data-driven mindset (sizing, planning etc.)
• CRM implementation experience including automation of business processes
• Customer-centric at heart with a passion for financial inclusion
• Knowledge of FICA compliance is a plus
• Ideally, payments/transactions business experience