Payment Operations Team Leader at Mukuru

Internal Liaison takes place with the finance team. External liaison takes place with all customers and PayOut partners.

Duties And Responsibilities (Include But Is Not Limited To)

• To resolve PayIn queries in order to ensure timeously release of the order
• Download the injection statement from the bank account every 30 minutes in order to update payments received
• Check for payments that did not automatically link
• Map the payment to the order by the reference number
• Release order manually after checking all information
• Create settlement orders reimbursement
• Call the customer if more information is needed
• Release the payment or mark for the manager to release if it is a high value payment
• Send SMS to customers for uncleared amounts manually on a Monday
• To resolve PayOut partner queries
• If an order has not been released, search for the order and check the status
• Put in notes and release if paid
• Process refunds after receiving the proof of payment and banking details, and send to accounts
• Resolve errors by identifying fault and either noting it if resulted from teller fault, or contact customer if wrong person paid
• Release affiliate credit
• Compile daily spreadsheet for high value payments
• To update collection point payments daily to ensure orders are released as soon as possible
• Ensure every ticket is updated after every action, according to specific corridor rules, processes and regulations
• To perform general people management functions for the Payment Relations team
• Create weekend roster to fairly allocate staff to cover weekend shifts
• Approve leave requests from financial administrators ensuring adequate staff coverage and fairness
• Act as a back-up Customer Support Manager (Tier2) when required
• Communicate openly and effectively with team
• Motivates team members and assess performance
• Provide support/advice to the Payment Relations Team
• Attend Team Leader meetings as required
• Effectively use internal Skype conversations for information sharing
• Conduct bi-annual performance appraisals with team
• To manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Related Degree/Diploma (Desirable)
• 3-5 years’ experience as a Customer Service Representative (Essential)
• 2-3 years’ Experience in a Supervisor/Leadership role
• Chewa or Shona and English
• Knowledge of money transfer procedures
• Knowledge of Online banking
• Knowledge of financial administration procedures and regulations
• Knowledge of systems
• Knowledge of data analytics

Additional Skills

• Computer Skills
• Strong Communication skills
• People Management skills
• Coaching skills
• Feedback skills
• Problem solving skills
• Reporting skills
• Flexible and adaptable
• Change management skills