Hot Jobs at Mukuru

Duties and Responsibilities (Include but are not limited to):

Market Analysis, Strategy and Business Development

• Conduct comprehensive market research to identify potential new territories for expansion.
• Develop comprehensive market expansion business cases outlining financial projections, risks, key demographics, and market trends.
• Conduct in-country market research and build development strategies for specific corridors and countries.
• Develop and execute go-to-market strategies for market entry, considering regulatory, cultural, and competitive landscapes.
• Develop and execute a comprehensive business development strategy to achieve market expansion targets.
• Plan and execute new market visits to gain an understanding of market nuances and product fit based on customer needs.
• Provide recommendations for tailoring strategies to meet local market conditions, cultural nuances, and regulatory frameworks, ensuring a nuanced and adaptable approach.
• Analyse market trends, market conditions, and customer needs to create innovative strategies for product development and market penetration.
• Generate detailed competitor analysis reports highlighting strengths, weaknesses, opportunities, and threats in the target markets.
• Forecast sales activity and revenue achievements, as well as researching relevant targets to develop lead lists and identify new sales opportunities.
• Lead collaborative efforts with cross-functional teams to conceptualise, design, and develop new financial products tailored to target markets.
• Drive innovation by leveraging emerging technologies and industry trends to continuously lead financial solutions market.
• Contribute to the entire product development lifecycle and lead projects from ideation to launch, ensuring alignment with Mukuru goals and locally translated customer needs.
• Ensure regular monitoring and assessing of the commercial and strategy value chain of each business partner, reviewing key competencies and focusing on continuous improvement with internal stakeholders.

Expansion Execution and Operations

• Build and maintain strong relationships with key decision-makers and stakeholders, understanding their needs and positioning our solutions effectively.
• Collaborate with partners to develop joint marketing strategies and initiatives.
• Identify and implement cost-saving initiatives to support the company's profitability goals.
• Analyze procurement processes and practices to identify inefficiencies and areas for improvement.
• Conduct market research and benchmarking to identify cost-saving opportunities and negotiate better pricing with suppliers.
• Collaborate with cross-functional teams to tailor solutions to client requirements, ensuring alignment with business objectives and delivering value-added services.
• Drive sales and revenue growth by identifying and capitalizing on new business opportunities.
• Achieve and exceed sales targets through effective relationship management and business development strategies.
• Ensure effective launch and onboarding of all new business partners.

Risk Management

• Ensure strict adherence to the Group Procurement Policy and Procurement Due Diligence processes.
• Implement and enforce policies and procedures to ensure compliance with relevant regulations and standards.
• Conduct regular audits and reviews to monitor compliance and identify areas for improvement.

Performance Monitoring and Reporting

• Collaborate with stakeholders to drive Broad-Based Black Economic Empowerment (BBBEE) compliance within the South African Corridor.
• Implement initiatives and strategies to promote diversity and inclusion in procurement practices.

Key Requirements

• Grade 12 or equivalent
• A bachelor's degree in business/commercial/ finance/economics or related.
• 5 years experience in a similar Business Development or Market Development role
• 5 years experience in developing business in Africa countries other than South Africa
• 5 years experience in a Financial Industry and understanding of remittances.
• Knowledge of payments and remittances
• Knowledge of software capabilities
• Knowledge and understanding of business-to-business sales and proposal writing
• Knowledge of market research and strategy development and implementation
• Knowledge of contracts and commercial agreements

Additional Skills

• Excellent analytical abilities
• Communication, collaboration and interpersonal skills
• Attention to detail
• Negotiation skills
• Organisational and administrative skills
• Problem Solving skills
• Time Management skills
• Excellent Verbal Communication skills
• Excellent Computer skills (MS Office with Excel Essential)
• Self-motivated
   

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Duties and Responsibilities (Include but are not limited to):

• Intersection of Business & Technology: Serve as the key link between business units (commercial, sales, marketing, customer operations) and technology teams (design, data, IT), ensuring that technology solutions align with business objectives and customer needs.
• Technology Strategy & Development: Lead the vision and strategy for technology platforms that enable staff to efficiently onboard, transact, and service clients, with a focus on both customer-facing and staff-facing experiences.
• Customer & Staff Journey Optimization: Develop and optimize technology that enhances how customers interact with the company through staff channels, while also focusing on improving the staff's experience and efficiency when using these tools.
• Collaboration with Product Owners: Partner with Product Owners in the IT function to translate business requirements into technical solutions, ensuring that the development and maintenance of technology platforms align with the product vision.
• Data-Driven Decision Making: Utilize data analytics to monitor and improve both customer and staff journeys, identifying pain points and implementing technology-driven solutions.
• Cross-Functional Collaboration: Work closely with marketing, sales, and customer operations teams to ensure that technology solutions support customer acquisition efforts and enhance service delivery.
• Innovation & Continuous Improvement: Stay informed about industry trends, emerging technologies, and competitor strategies to drive continuous innovation in both customer and staff-facing technology platforms.
• Compliance & Security: Ensure all technology solutions comply with industry regulations and maintain the highest standards of security, particularly in the handling of OTC transactions and KYC processes.

Key Requirement

• A bachelor's degree in computer science, business administration, or a related field. Advanced degrees, diploma or certifications in product management, business analysis, UX/UI design, business process design or related areas are a plus.
• Proven experience as a Product Manager in fintech or a related industry, with a focus on technology platforms that support both customer acquisition and service operations.
• Strong understanding of OTC transactional systems, customer service technologies, KYC processes, and experience working closely with IT teams on product development.
• Ability to bridge the gap between business goals and technical execution, with a deep understanding of how technology impacts both customer and staff experiences.
• Proficient in data analysis and the use of insights to drive product strategy and optimize technology platforms for both customers and staff.
• Excellent communication skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels, including IT, sales, marketing, and customer operations.
• A passion for creating technology solutions that enhances the customer journey and improve staff efficiency and satissfaction

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Duties and Responsibilities (Include but is not limited to):

• Create, develop and maximise growth in the loans product portfolio within Product Incubation:
• Contribute to development of pilot products across current and new markets for Mukuru in Africa
• Identify opportunities to expand product and service offerings
• Create strategies to maximise the product profits and sales in sustainable way
• Support business case creation and motivation
• Effectively manage the relationships with current and future partners, including sourcing, negotiations and partner management
• Collaborate with in-country representatives with regards to projects and partnerships
• Develop products and manage development from inception to initial management of product in-market
• Maintain current knowledge of payments and financial innovation practices and activities in business corridors
• Carry out market analysis, competitor analysis and monitoring of micro and macro influences
• Provide assistance to the Head of Product Incubation on required incubation projects
• Proactively engage in own professional and self-development

Key Requirements:

• Grade 12 /or equivalent (Essential)
• Degree in any business related field (Essential)
• Experience in the loans/credit field (Essential)
• Interest in innovation
• Knowledge of financial products
• Knowledge of product development and management
• Knowledge of sales and stakeholder engagement
• Knowledge of business case drafting
• Knowledge of commercial agreements
• Knowledge of technology development
• Knowledge of financial license frameworks

Additional Skills:

• Leadership skills
• Verbal communication skills, inclu. sales and negotiation
• Partnership management skills
• Analytical skills
• Multitasking skills
• Self-motivated
• Attention to detail
• Interpersonal and conflict management skills
• Time management skills
• Organisational & administrative skills
• Computer skills
• Remote working skills

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Duties and Responsibilities (Include but is not limited to):

Brand Strategy and Development

• Develop and execute a global brand strategy that caters to the specific needs and preferences of target markets as part of our expansion efforts.
• Ensure the brand strategy aligns with the customer journey, providing a consistent and positive experience across all customer touchpoints.
• Incorporate the brand strategy into product positioning, enhancing the appeal of products in target markets.
• Develop and adapt the brand strategy for digital channels, optimising online presence for target markets.
• Product Marketing
• Lead the creation of go-to-market strategies that are tailored to new markets and diverse customer segments.
• Develop product marketing strategies that resonates with customers at different stages of their journey, enhancing their experience.
• Ensure clear communication of product value propositions for customers in various markets.
• Lead the development of digital product marketing campaigns to reach and engage customers online.
• Keep abreast of industry best practices and benchmarks related to product marketing to ensure Mukuru is efficient, with the aim to lead the market in product marketing.
• Marketing Campaigns
• Oversee marketing campaigns targeted at specific expansion regions to maximize brand visibility.
• Lead collaboration efforts with cross-functional teams to create campaigns that address customer pain points and drive a seamless journey.
• Lead the execution of promotions for product-specific campaigns in line with market expansion efforts.
• Oversee the deployment of digital campaigns to engage target audiences through online channels, including social media and search engines.
• Digital Strategy
• Lead digital strategies that resonates with the cultures and preferences of new markets.
• Oversee the creation of content that guides and supports customers at each step of their journey.
• Responsible for the design and development of product-related content that educates and informs customers about Mukuru products.
• Responsible for the develop of online content aligned with digital channel strategies to engage and inform customers
• Team Leadership
• Lead the marketing team in understanding the nuances of new and existing markets and market-specific strategies.
• Foster a customer-centric culture within the marketing team, ensuring alignment with the customer journey.
• Encourage a product-focused approach within the team to effectively market Mukuru products.
• Promote digital expertise within the team to excel in online channel marketing.
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Appoint suitably qualified talent in line with Employment Equity principles and values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Enable a learning and growth culture by encouraging innovation, change agility, collaboration and knowledge sharing within the team.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
• Drive and enable a high-performance culture within the team in order to ensure business objectives are achieved.
• Data Insights and Reporting
• Present insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills.
• Lead market research and building of industry standard systems and tools for efficient delivery and availability of insights when required.
• Ensure tracking and reporting on the performance of marketing initiatives in existing and newly expanded markets to enable key business decisions.
• Monitor and analyse customer journey metrics to identify areas for improvement.
• Measure the impact of product marketing efforts on revenue and customer engagement.
• Analyse digital channel performance and ROI to refine online marketing strategies
• Budget Management
• Ensure appropriate, financial management, funding, budgetary provisions, and control procedures are in place for area of responsibility.
• Allocate budget resources to support marketing activities in expansion markets.
• Allocate budget for initiatives aimed at enhancing the customer journey.
• Allocate budget for product marketing campaigns to promote Mukuru products.
• Allocate budget for digital marketing initiatives aligned with digital channel strategies.
• Implement risk management, governance, and compliance policies in own area, to identify and manage governance and risk exposure liability.
• Investigate reported findings of non-compliance and initiate corrective actions.
• Provide direction for continuous improvement efforts by managing the identification of opportunities, cost reduction, improvements, and systems enhancement.
• Stakeholder Collaboration
• Build and maintain effective business relationships with key stakeholders to manage service delivery in line with business expectations and requirements.
• Engage with key internal and external stakeholders to identify changing business and customer needs and make recommendations to brand and product marketing.
• Lead collaborations with cross-functional teams to ensure alignment with expansion objectives.
• Lead partnership with customer support and product teams to improve the customer journey.
• Work closely with product development teams to align marketing efforts with product strategies.
• Lead collaborations with digital experts and IT teams to optimise online channel strategies.
• Develop and drive execution of work aligned to service level agreements and standards ensuring stakeholders receive clear and accurate information and are kept informed at all times.

Key Requirements:

• Post Graduate Honours Degree or Postgraduate Diploma in Marketing, Business or related field
• 8 years’ Progressive experience in marketing roles within financial/fintech industry
• 5 years’ Strong leadership and team management experience, including leading and developing high-performing marketing teams
• 5 years’ Proven experience in market expansion strategies, including entering new regions and international markets
• In-depth understanding of the fintech industry, financial services, and digital banking, including experience in marketing fintech products.
• Expertise in developing go-to-market strategies, product positioning, and product marketing campaigns.
• Proficiency in budget planning and allocation, ensuring efficient resource utilisation
• Strong collaboration skills and the ability to work effectively with various teams, including product development, sales, and customer support
• Proficiency in data analytics and reporting, with a track record of measuring marketing performance and optimising strategies
• Capability to create and execute a comprehensive brand strategy, guidelines, and market-specific branding
• An understanding of customer journey mapping, customer experience enhancement, and a focus on customer satisfaction
• Proficient in digital marketing strategies, including social media, and online content marketing
• Excellent written and verbal communication skills, including the ability to present marketing strategies and results to executives and stakeholders

Key Competencies:

• Developing Strategies
• Providing Insights
• Networking
• Generating Ideas
• Professional Expertise
• Directing People
• Innovative thinking
• Organisational Awareness
• Analysis and Judgement
• Establish Rapport
   

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Duties and Responsibilities (Include but is not limited to):

• Define workforce management/workforce optimization
• Identify the characteristics that makes staffing challenges unique
• List possible sources of planning data
• Identify processes for data collection
• Describe process of data cleansing and adjustments
• Identify business factors that has an impact on call volumes and patterns
• Describe contact routing options and the impact it has on data collection and forecasting
• Describe the implications of overstaffing and understaffing
• Define the purpose and process of forecasting
• Calculate trend rates using historical data
• Identify seasonal factors for monthly forecasts
• Describe the impact of special events on the forecast
• Identify handle time and incorporate into the forecast of workload
• Calculate daily and half-hourly workload patterns
• Identify forecasting short-cuts and when to use them
• Identify the impacts of cycles and campaigns on the workload forecast
• Assess, analyze, and report on employee productivity
• Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
• Ensure the right amount of people is scheduled for each channel, per hour, day, week and month
• Define the data gathering and analysis that serves as the foundation of the forecasting process
• Develop both long- and short-term forecasts of workload
• Perform general people management functions
• To manage own professional and self-development

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree / Diploma in relevant field (Advantageous)
• 4+ years of experience in a contact center environment
• 3+ years previous experience in a Workforce management
• 3+ Years in data analytics
• Capacity Planning experience is preferred
• Expert understanding of overall operational activities including phone, email, chat, community and social media support
• Knowledge of workforce management tools
• Knowledge of forecasting and schedule creation
• Knowledge of real time adherence and decision making
• Knowledge of Performance Analysis/Metrics

Additional Skills:

• Computer literate (MS Office)
• Written & verbal communication skills
• Problem solving
• Judgment and Analysis
• Team Player
• Interpersonal skills
• Presentation skills
• Ability to communicate at all levels
• Technical skills

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Duties and Responsibilities include, but is not limited to:

• Responsible for the card and wallet fraud team
• Act as the first point of contact for handling operational queries related to fraud incidents
• Stay updated on industry trends and regulatory changes that may impact fraud prevention strategies
• Oversee the Team’s daily fraud investigations
• Develop and implement strategies to identify and mitigate fraud risks
• Resolve escalated fraud queries in a timely manner
• Liaise with relevant departments (e.g., legal, ER, Ops) to align fraud prevention efforts with broader organizational goals
• Monitor team performance and provide guidance
• Take ownership of issues that arise and managing them effectively to minimize customer impact
• Ensure that all fraud prevention activities comply with relevant regulations and internal policies
• Produce reports with recommendations for improvements to respective parties
• Coach, mentor and build capability within the card and wallet fraud team
• Conduct performance management functions for team
• Provide training material or conduct fraud training to Mukuru group or partners.

Key Requirements:

• Relevant tertiary qualification such as a diploma or degree in finance, legal, or related field (Essential)
• Minimum 3-5 years fraud investigation experience (Essential)
• Minimum 3-5 years working with AML/CFT legislation (Essential)
• Certified Fraud Examiner (Essential)
• ACFE Membership (Essential)
• 1-2 years of experience as a Team Lead / Supervisor (Desirable)
• Experience in conducting fraud training and mentoring more junior team members
• Knowledge of South Africa and other corridor’s fraud legislations
• Knowledge of South Africa and other corridor’s AML/CFT legislations
• Knowledge of AML reporting systems
• Knowledge of FATF recommendations
• Knowledge of Microsoft Power BI data Analytics Tools
• Knowledge of national and international money transfer procedures
• Intentional about professional and self-development.

Additional Skills:

• Self-starter and motivated
• Detail-oriented and problem-solving skills
• Logical reasoning and analytical ability
• Resourcefulness
• Able to work independently and within a team
• Able to effectively manage a team
• Innovative and creative mind-set
• Positive leadership
• Open-minded, practical, and agile with change.
• Proactive and deadline driven approach
• Positive attitude and enthusiasm
• Communications Skills
• Business writing skills
• Computer Literacy (MS Word, MS Excel, MS Outlook, MS Teams)
• Problem solving skills
• Investigative techniques
• Conflict management skills
• Attention to detail

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Duties and Responsibilities (Include but are not limited to):

• Ensure the branch is opened on time daily
• Ensure the branch is closed and locked up securely, the alarm is set and in working order
• Respond to incidents when the ranch alarm is set off
• Check that security measures are in place, cameras are in working order
• Liaise with 3rd party suppliers and sign off invoices
• Complete weekly inspection lists and carry our audits
• Ensure the office is kept tidy and branch always looks professional
• Promote sales within the branch and increase number of sales within the branch
• Identify ways to grow the customer base
• Opening the safe first thing in the morning using correct codes and sign register
• Take sealed bags out of the safe and ask consultant to help count cash float in their bag from the safe
• Ensure opening balances matches previous day’s closing balance
• Process all stock transferred to managers till
• Ensure all stock is counted and correctly sealed at the end of day
• Lock all sealed bags in the safe securely at the end of the day
• Monitor excess and shortages, carry out investigations for shortages
• Escalate shortages to Head of Branches if unresolved
• Issue additional stock/ top up to consultants as needed
• Open safe to retrieve cash and count with the consultants to double check value
• Ensure the stock is accurately transferred to the consultant on the system
• Issue a physical receipt to the consultant
• Liaise with Fidelity Guards to receive and bank money as required
• Sign for the stock in conjunction with another consultant
• Obtain a session password and capture the stock accurately into the system
• Email relevant parties with the details of the stock received
• Obtain safe code from Transport Forex and lock stock away
• Respond to customer queries in a timely way
• Ensure professional customer service standards are maintained
• Resolve complaints effectively
• Resolve queries and conflict with difficult clients
• Refer unresolved issues to the Branch Manager, only when unable to resolve at branch level
• Issue bank statements
• Create and issue confirmation letters to customers
• Assist with processing foreign exchange transactions accurately when required
• Assist with remittance support if required
• Provide on the job training to Customer Service Representatives
• Carry out spot checks on the Consultants cash stock
• Assist with cancelling transactions when needed
• Providing advice and guidance to agents
• Analyse and monitor transaction statistics
• Motivate and strategize on how to incentivise the agent army
• To activate agents for new corridors
• Gather and present location specific information on sales
• To ensure sufficient stock of marketing collateral is available
• Engage with potential customers and market the enterprise product.
• Custodianship of the Mukuru brand and maintenance of that standard.
• Monitor individual team members performance
• Hold monthly progress discussion with team members
• Coach and mentor staff when required
• Ensure adherence to HC and IR policies (including leave approvals, etc.)
• Ensure all staff attend required training courses for new products and all quizzes are completed
• Provide guidance to the staff.
• Attempt to resolve any staff issues or grievances
• Refer to Head of Branches if unable to resolve staff problems
• Monitor and manage own targets
• Attend monthly performance meeting
• Attend all required training courses for new products
• Provide on the job training to Customer Service Representatives
• Carry out spot checks on the Consultants cash stock
• Assist with cancelling transactions when needed

Key Requirements:

• Grade 12 or equivalent (Essential)
• 3 years’ Supervisory Experience within a financial institution
• Knowledge of foreign exchange
• Knowledge of exchange control regulations
• Knowledge of FICA regulations
• Knowledge of money laundering
• Knowledge of Reserve Bank regulations
• Knowledge of Branch management
• Knowledge of HR principles

Additional Skills:

• Verbal and written communications skills in Mandarin
• Organisational & administrative skills
• Interpersonal skills
• Analytical skills
• Upholding Standards
• Effective Communication
• Bottom-line Focus
• Stress Resistance
• Initiative and Responsibility