Head of Partner Support (Location Agnostic) 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, Kampala, and 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

• MFS Africa seeks a self-motivated, energetic Head of Partner Support to manage and lead a team of 13 Support Analysts as the team scales to meet increased demand from growth. The role will be responsible for delivering a customer centric experience by managing and scaling an exceptional partner /customer support operation.
• Working with the Managing Director of Global Payments, you will lead the support teams on a daily basis to resolve customer calls and technical issues affecting our partners. You will need to display a willingness and ability to cooperate, work, and manage relationships productively with colleagues, partners, clients and other analysts in order to achieve ambitious partner-focused KPIs. Another key aspect of the role would be to initiate, introduce and set up key initiatives in the Partner Support team that can improve the customer experience or drive partner support team efficiencies. Your participation and leadership will be critical in MFS Africa’s efforts to continuously improve the partner experience. The ideal candidate will have experience developing and delivering exceptional customer journeys; providing high-quality, efficient customer support at scale; using data from the support team to provide input on how to improve a product or service; using pro-active problem-solving to identify key problems and prevent them from occurring again; and applying best practices in customer issue resolution. This position is based in any location compatible with African time zones. Some travel will be required.

The duties and responsibilities of the role will be as follows:

• Create a partner-centric culture focused on finding solutions and creating loyal partners
• Raise the bar – work continuously with the team to ideate, build and scale new ways of thinking / approaches to raise the bar in terms of the value we are bringing to our partners
• Establish, monitor and report performance metrics for the Partner Support team
• Manage and lead a team of experienced Support Analysts contracted from around the continent
• Hire, coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
• Develop and manage ticket queues and escalation paths, ensuring SLAs are adhered to
• Maintain oversight of logged calls and tickets through the MFS Africa ticketing system to ensure they are being resolved accordingly
• Ensure the team is supported in troubleshooting escalated issues in real-time and in documenting issue resolution to contribute to department reference and training materials
• Drive operational framework that is repeatable and scalable to support & facilitate MFS Africa’s growth in clients, geographies and capabilities
• Serve as a key stakeholder, working with cross functional teams to build out relevant help resources and internal documentation
• Drive bug resolutions, requirements and feature requests with Product and Technology teams to resolve issues and provide excellent service to the partners
• Develop a thorough understanding of MFS Africa’s products and partner/customer needs, ensuring the team is trained and enabled to support these both current and future
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention

Requirements
Skills and Competencies

• Self-starter with a natural curiosity for constant services improvement
• Comfortable analyzing data to understand trends, identify issues, and identify opportunities for improvement
• Fluency in English and French (verbal and written) preferred
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously and independently in a highly demanding environment
• Willing to take accountability for work produced
• Resilient and comfortable working in a highly complex environment
• Highly organized and able to prioritize work appropriately
• Highly solution oriented with solid problem-solving ability
• Possess a strong bias towards action
• Willingness to perform at a level that exceeds expectation
• Undertakes their role with the highest level of integrity

Qualifications and Experience

• Bachelor’s degree
• 5+ years of experience in a customer support manager or technical support lead role
• Experience in mobile money or telecommunications
• Pan-African customer support experience
• Certification in customer care-related courses advantageous
• Previous experience on the use of various service desk tools
• Advanced technical helpdesk experience, with network monitoring tools and methodologies advantageous

Benefits

• We are highly innovative and were ranked by Fast Company as one of the most innovative companies in the world
• We work at the very cutting edge of fintech in Africa
• We solve relevant problems for Africa and the world. We are building the MFS Africa Hub into a payment infrastructure designed to last 100 years
• We have a culture of caring and execution and a very diverse work environment with over 30+ nationalities represented