Job Vacancy For Manager, MFS Operations

• The purpose of the role is to manage operational activities, third level customer support, training

• Manage activities of third party service providers and aggregators to ensure adherence to Service Level Agreements.
• Efficiently manage Operational Activities within the MFS Division.
• Manage the provision of operational assistance to all internal MTN MoMo and third-party partners.
• Develop, manage and ensure adherence to all MFS operational policy, process and procedures.
• Manage Partner Bank relations and service support.
• Manage the activation of Merchant and Agent Accounts
• Ensure regular updates of all user guides and Operational manuals
• Manage customer records in line with regulatory requirements
• Manage the development and implementation of Training programs to build capability for all Mobile Money internal and external stakeholders
• Coordinate Mobile Money Governance, Audit and Risk management activities.
• Provide support on product development, testing, training and support.
• Manage Customer Experience initiatives with the MFS Division.
• Work collaboratively with Customer Care team to manage third level query resolution.

• Dynamic and highly competitive telecommunication & ICT industry
• Highly regulated telecom and financial services environment
• High incidence of Fraud associated with business growth.
• Performance driven environment
• Developing sophisticated processes
• Diverse cultural environment
• Contract Employees management

• A Degree in Computer Science, Information Systems, Business Administration or other

• A professional certification is a plus

• 5 years relevant experience in Financial Services Industry with at least 3 years in a supervisory role.

• Business Risk Management
• Information systems management
• In-depth knowledge of Mobile Financial Industry
• System management / Administration
• Microsoft Office suite and other related software applications

• Adaptability and Flexibility
• Social Orientation
• Self-Control and Stress Tolerance
• Creative, takes initiative & Result Oriented
• Attention to details
• Ability to lead, take charge and offer opinions and direction
• Good natured and Cooperative attitude
• Customer Oriented
• Teamwork and cooperation
• Judgment and Decision Making

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