Job Vacancies at Fido South Africa

Role Overview

• As the Back Office Representative, you will support back office operations in South Africa, ensuring seamless execution of operational processes, accurate transaction processing, and strong operational controls.
• You will be responsible for coordinating and executing back office activities, investigating operational issues, and ensuring timely resolution of transaction-related exceptions.
• This role requires close collaboration with cross-functional teams including Finance, Risk, Customer Experience, Product, Technology, and third-party operators to drive efficiency, resolve issues, and ensure smooth operational delivery.
• This is a critical role in ensuring operational accuracy, customer trust, and scalability in a fast-growing fintech environment.

What you will do:

Back Office & Transaction Operations

• Perform daily transaction monitoring, analysis and reconciliations across customer accounts, payments, disbursements, and repayments.
• Investigate transaction exceptions and resolve discrepancies within expected turnaround time by engaging with internal teams and external partners.
• Process and verify back office requests and operational activities accurately and within agreed timelines.
• Ensure operational compliance by keeping accurate, complete and up to date records.
• Handle sensitive account-related actions such as account updates, deactivations, and credential resets.
• Monitor pending transactions and operational requests, ensuring timely follow-up and resolution.
• Escalate unresolved or complex operational issues to the relevant teams.

Data, Reporting & Operational Support

• Prepare and analyze operational data to support decision-making and identify trends, exceptions, and operational risks.
• Maintain accurate records and trackers for back office activities and outstanding issues.
• Track key operational metrics including turnaround time, backlog, transaction exceptions, and resolution rates.
• Identify recurring operational issues and work with relevant teams to improve processes and reduce errors.
• Support the implementation and maintenance of standard operating procedures and operational controls.

Cross-functional Collaboration

• Work closely with Finance, Risk, Customer Experience, Product, Technology, and other teams to resolve operational and transaction-related issues.
• Coordinate with third-party service providers where required to resolve operational issues and ensure timely service delivery.
• Provide accurate and timely updates on outstanding operational matters.
• Support process improvement and automation initiatives aimed at improving efficiency and reducing manual work.

Who you are

• 2–4 years of experience in back office operations, transaction processing, customer operations, financial services, fintech, telecom, or a high-volume operations environment.
• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Strong understanding of transaction processing, reconciliation workflows, and operational controls.
• Experience working with CRM, helpdesk, and back office systems.
• Strong data and analytical skills with attention to detail and problem-solving capability.
• Ability to work independently with minimal supervision.
• Proven ability to collaborate effectively across cross-functional teams.
• Strong communication and interpersonal skills.
• Ability to work accurately under pressure and manage multiple tasks within defined timelines.
• Experience in fintech or digital lending is an advantage.

What we offer:

• Exciting opportunity to be part of a fast-growing fintech company.
• Competitive compensation and comprehensive benefits package.
• Exposure to innovative tools and cutting-edge technology.
• Collaborative and creative work environment.
• Opportunities for career growth and professional development.

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Job Summary:

• As Head of Customer Experience, based in Ghana, South Africa, Uganda, or Zambia, and reporting to the Group COO, you will lead Fido's global customer experience strategy and standards across all markets. You are the customer's advocate; setting the strategy, standards, and voice-of-customer program that every market's support delivery is measured against.
• You work cross-functionally with Product, Risk, Operations, Marketing, and Compliance influencing product, policy, and customer strategy at the executive level; ensuring alignment between Fido’s business goals and the experience we deliver to millions of users across markets.

Your key responsibilities will include:

Define and Execute Global CX Strategy

• Lead the design and execution of Fido’s customer experience strategy across all markets.
• Develop scalable frameworks and playbooks to ensure consistent, high-quality service while adapting to local compliance and cultural needs.
• Champion the use of automation, AI, and data-driven insights to make customer support and self-service more scalable, personalized, and efficient.

Oversee Support Operations and Customer Education

• Manage support teams across multiple countries to deliver fast, empathetic, and effective service.
• Build and maintain customer education programs and self-help content that empower users to understand and confidently use Fido’s products.

Lead Customer Communication Across Touchpoints

• Ensure clarity, consistency, and empathy in customer communication across in-app messages, email, SMS, IVR, and push notifications.
• Collaborate with cross-functional teams to ensure communication aligns with product changes, support readiness, and customer needs.

Drive Customer Insights and Continuous Improvement

• Lead Fido’s Voice of Customer (VoC) program to gather, analyze, and act on customer feedback.
• Track and report on customer sentiment, CSAT, NPS, and recurring pain points to inform product, policy, and service enhancements.

Build and Lead a High-Performing Global CX Team

• Hire, develop, and mentor a strong CX team, including managers, leads, agents, and analysts across multiple countries.
• Foster a culture of customer obsession, ownership, and continuous improvement.

Who you are:

• Proven CX leader with experience designing and scaling impactful customer experience strategies and programs across diverse markets.
• Technically fluent in bridging customer experience and technology, with hands-on understanding of modern support platforms, data systems, and AI-enabled automation.
• Experienced in multi-market or global roles within fast-paced, customer-facing organizations.
• Skilled at aligning customer experience with product delivery, operations, and business goals.
• Familiar with modern support platforms, communication channels, and automation tools.
• Strong communicator who can shape customer messaging and collaborate cross-functionally.
• Passionate about using technology to improve lives, with a deep commitment to delivering exceptional customer service at scale.

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The role

• This is a solo, hands-on marketing role. You'll be Fido's first marketing hire in South Africa, owning the marketing function for the country, building the brand from the ground up and shaping how Fido shows up to South African customers.
• You will support the development and execution of Fido's marketing strategy in South Africa, shaping how the brand is positioned, perceived, and scaled within the market. You'll work closely with the broader Fido Group marketing team, delivering on the agenda locally.

Market Strategy & Brand Positioning

• Support the development and execution of Fido’s marketing strategy in South Africa, shaping how the brand is positioned, perceived, and scaled within the market.
• Analyse brand positioning and consumer insights for the South African market.
• Translate Fido’s brand and brand elements into localised go-to-market plans and strategies for South Africa, ensuring every customer touchpoint feels local, credible, and clear.
• Devise innovative growth strategies suited to the South African market and align the company around the brand’s direction, choices, and tactics locally.

Campaigns, Content & Social Media

• Manage end-to-end marketing efforts across digital, field, PR, blog, social, and email channels.
• Own Fido’s South African social media presence across platforms.
• Lead creative development to motivate the target audience to take action and support content creation across blogs, social media, and campaigns by briefing writers and designers, editing, publishing, and ensuring strong audience engagement.
• Plan and ship content across blog, social, and email channels in collaboration with the broader Group Marketing team.

Events & Field Marketing

• Plan and execute physical and virtual events to drive brand visibility, customer acquisition, and community engagement, including logistics, vendor management, on-site execution, and post-event measurement.
• Own field and event marketing initiatives that position Fido in front of customers, partners, and communities.

Partnerships, PR & Ecosystem Growth

• Build and manage relationships with South African finance and fintech media, creative agencies, community organisations, employers, and fintech ecosystem players to strengthen brand visibility and customer acquisition.
• Identify and execute strategic marketing partnerships that position Fido in front of the right audiences in a cost effective manner.
• Support PR efforts and strengthen relationships with finance and fintech press to increase local brand visibility.

Reporting, Performance & Budget Management

• Measure and report on marketing campaign performance, ROI, KPIs, CAC, brand health, event performance, and overall budget spend to leadership.
• Own and manage the South African marketing budget and use data-driven insights to improve marketing effectiveness and business outcomes.

Requirements

• Up to date with AI tools and fluent in using them to work faster and scale.
• 5+ years in marketing, with at least 2 years owning meaningful budget and outcomes
• A track record running events end-to-end: sourcing, contracts, execution, measurement
• Experience working with or managing creative and media agencies
• Confidence in reading data and using it to make the right business decisions
• At least 3 years of experience in B2C mobile app marketing
• Proven experience in content creation, creative strategy, and implementation
• Experience in identifying target audiences and devising effective campaigns
• Excellent understanding of the full marketing mix
• Strong analytical skills paired with a creative mind
• Familiarity with the South African consumer credit landscape an advantage

What We Offer:

• Exciting opportunity to be part of a fast-growing fintech company.
• Competitive compensation and comprehensive benefits package.
• Exposure to innovative tools and cutting-edge technology.
• Collaborative and creative work environment.
• Opportunities for career growth and professional development.