Job Vacancy For Manager, MFS Service Delivery
- Accra
- Permanent
- Full-time
Department: MFS Operations & Service Delivery
Location: Accra
Position: Manager, MFS Service Delivery
Level: MTN Level 3
Reports to: Senior Manager, MFS Operations & Service DeliveryJob Summary:The purpose of the role is to manage service delivery across all MFS touch points and with all third-party partners and solution providers towards ensuring that service levels delivered to customers meet framework and standards defined by the business. The function also oversees the management of system / platform activities, product development, projects as well as other business support activities to ensure sustainable growth for the MoMo business.Job Role
- Manage activities of third party service providers and aggregators to ensure adherence to Service Level Agreements.
- Support Product & Services development and implementation in line with Go-to-market strategy in collaboration with the commercial team.
- Design appropriate measures and strategies to align internal processes with service delivery to the customers
- Liaise with 3rd party developers and IS on system improvements and enhancements based on insights from customer experience and business needs
- Follow up on all issues relating to Service Delivery from all MoMo channels and audit reports
- Liaise with support teams across all related divisions and functions to ensure that all the functional interests have been captured for every product and service deployed
- Manage periodic tests of all system functionalities and fees to ensure that there are no revenue leakages
- Effectively manage the implementation of system upgrades and User Acceptance Testing
- Ensure successful launch of new features; Processes, Testing, Set-up, Configuration, Training, support
- Participate actively in business discussions and support the transition and implementation of new business ideas and offerings into products and services
- Administer daily activities for all projects and ensure completion within required timeframe
- Provide periodic performance and status reports on all projects
- 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 related qualifications
- 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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