Senior Operations Manager - Cape Town at Mama Money

As our Senior Operations Manager you will:

• Drive & Coordinate operations across customer success (call center), customer onboarding, technical operations, and partner queries
• Be the escalation point for internal and external operational queries, ensuring timely resolution.
• Collaborate with the teams to identify bottlenecks and implement solutions for smoother operations & overall efficiency. 
• Provide regular updates to senior management on key metrics and areas of improvement
• Utilize data-driven insights to make informed decisions
• Explore opportunities for automation to increase overall efficiency
• Collaborate with product and tech teams to provide feedback on customer pain points, and provide suggestions for improvements
• Work closely with customer service teams to address operational issues and improve customer satisfaction
• Ensure cost efficiency while scaling the business, balancing growth with financial sustainability.
• Lead and motivate the operations team, fostering a culture of high performance, collaboration, and continuous improvement
• Foster a positive and collaborative work environment where individuals thrive, and teamwork is celebrated

In your first 90 days at Mama Money you will:

• Gain a comprehensive understanding of various operational teams including customer service, activations, and technical operations.
• Spend valuable time with agents in the field, acquiring firsthand insights into operational challenges & customer pain points.
• Develop a framework for assessing/revising key operational metrics within the first 60 days.
• Identify areas for improvement based on initial metric analysis and present preliminary recommendations to enhance efficiency.
• Outline your strategic approach to running operations, aligning your vision with the organizational goals.

About you:

• Thrive in dynamic, fast-paced environments, demonstrating adaptability and enthusiasm for growth.
• Proven problem solver with a keen analytical mind and the ability to think critically in challenging situations.
• Self-motivated individual with a track record of taking ownership, showcasing exceptional organizational and time management skills.
• Collaborative team player, skilled in effective communication across all levels of the organization.
• Excellent communication skills, great at simplifying complex ideas in written, visual, and verbal formats.
• Demonstrated success in managing call centers, with a strategic focus on optimizing operational efficiency & customer service excellence.
• Optimizing customer relationship management (CRM) systems for better customer experience.
• Proficient in utilizing Freshcaller system/ Zendesk for streamlined customer support operations.
• Ability in implementing WhatsApp bots for operational efficiency and improved customer service.
• Proficient in data analysis tools and techniques, utilizing insights to drive operational improvements.
• Strong understanding of automation tools and technologies to enhance overall operational efficiency.
• Extensive experience collaborating with product and engineering teams, bringing technical insights to enhance operational processes.

It would be a bonus if:

• You have worked within the fintech space or at a rapidly scaling startup