• The resource will focus on ensuring a smooth and efficient customer service delivery and support in responding to Mobile Money operational challenges as well as work collaboratively with other units to improve the overall customer experience. They will be key in maintaining the stability and reliability of the mobile money product and other Finserve products.

JOB RESPONSIBILITIES:

• Service Delivery Supervision
• Oversee end-to-end service delivery: Ensure that mobile money services are delivered effectively, efficiently, and within agreed timelines.
• Monitor performance metrics: Track and report on key performance indicators (KPIs) such as transaction success rates, uptime, customer satisfaction, and issue resolution times.
• Continuous improvement: Identify areas for service enhancement and work with teams to implement changes to improve service levels.
• Incident and Problem Management
• Issue resolution: Take the lead in managing and resolving service disruptions or system outages, ensuring quick recovery and minimal impact on customers.
• Root cause analysis: After incidents, conduct thorough investigations to identify the underlying causes and implement preventative measures to avoid recurrence.
• Escalation management: Handle escalated issues, coordinating with internal teams, vendors, or external partners to resolve complex problems.
• Stakeholder Communication
• Liaise with clients and partners: Maintain strong relationships with stakeholders, including merchants, telecom operators, and banking partners, to ensure smooth service integration and operation.
• Customer communication: Ensure clear, timely communication with customers and partners regarding service issues, updates, and enhancements.
• Reporting: Provide regular service delivery reports to senior management and other relevant stakeholders, highlighting successes, challenges, and areas for improvement.
• Team Leadership and Coordination
• Supervise service delivery teams: Lead and manage the team responsible for service delivery, ensuring they are well-trained and motivated.
• Collaborate across departments: Work closely with IT, product development, operations, and customer service teams to ensure coordinated delivery of mobile money services.
• Mentoring: Provide guidance and mentorship to junior team members to develop their skills and ensure high-quality service delivery.
• Compliance and Risk Management
• Ensure regulatory compliance: Make sure that all mobile money services are in line with the relevant regulations and standards, including anti-money laundering (AML) and Know Your Customer (KYC) requirements.
• Risk mitigation: Identify and manage risks related to service delivery, ensuring contingency plans and disaster recovery processes are in place.
• Service Level Agreements (SLAs) Management
• Define and manage SLAs: Ensure that the service delivery team meets or exceeds all agreed-upon SLAs with clients or partners.
• Regular SLA reviews: Conduct periodic reviews of SLAs to ensure they remain aligned with business needs and industry best practices.
• Customer Experience Optimization
• Drive customer satisfaction: Work on initiatives to improve the customer experience, ensuring mobile money users find the platform reliable, user-friendly, and secure.
• Feedback management: Gather feedback from customers and stakeholders to make service enhancements and resolve any issues affecting their experience.
• Project coordination
• Lead service delivery projects: Manage the rollout of new mobile money features, upgrades, or services to ensure they are delivered on time and within scope.
• Coordinate service improvements: Work on cross-functional projects aimed at improving the overall service delivery process, including automation and efficiency improvements.
• Vendor and Third-Party Management
• Manage vendor relationships: Work with third-party service providers to ensure they deliver on their commitments in terms of quality, timelines, and performance.
• Contract negotiations: Assist in negotiating service-level agreements with vendors and external partners to secure the best terms for service delivery.

Qualifications

 KEY CRITICAL COMPETENCIES:

• Customer service oriented: To handle inquiries and resolve issues in a way that meets or exceeds customer expectations.
• Problem-solving skills to analyze issues and come up with effective solutions quickly is crucial for ensuring minimal service disruption and smooth operations.
• Basic technical knowledge to understand the mobile money platform, payment systems, and fintech operations to effectively monitor services and assist customers.
• Good communication skills for clear and concise communication when dealing with both customers and internal teams, such as technical staff or management, to ensure proper issue resolution.
• Attention to detail to ensure accuracy in monitoring the business and documenting issues, and reporting metrics is vital for maintaining service quality and regulatory compliance.
• A team player ensuring collaboration with technical, operations, and customer service teams to resolve issues and optimize processes.
• Adaptable and agile for quick adaptability to to changes in technology, processes, and customer demands.

REQUIREMENTS:

• University degree from a well-recognized university
• Minimum 3 years’ experience in a relevant field.
• Must have ability to analyse business issues and identify, design, and implement effective practical recommendation.
• Able to operate in a performance driven organization.
• Experience in managing teams and leading service delivery operations.
• Proven track record in handling service-level agreements (SLAs) and managing largescale, real-time transaction environments.
• Hands-on experience with incident management, issue resolution, and root cause analysis
• Strong understanding of mobile money systems, digital payments, and fintech platforms.
• Familiarity with ITIL or service management frameworks.
• Proficiency in monitoring tools and performance metrics analysis (such as service dashboards and KPIs).
• Understanding of regulatory requirements like AML (Anti-Money Laundering) and KYC (Know Your Customer).

go to method of application »

• This role is responsible for the day-to-day back-office management of Digital Financial Services (DFS) agents and merchants, ensuring smooth and efficient operations. It encompasses developing and implementing standardized procedures, managing second-level escalations related to customer complaints and system outages, and maintaining accurate records for retail trade partners.
• Essentially, this role acts as a critical link between the field operations, technology, and customer service teams, ensuring a seamless experience for DFS agents, merchants and end-users.

Key Responsibilities

• Implement daily routines for back-office administration of the agents/ merchants support
• Develop process and procedures to ensure efficient management of agents/ merchant’s operations
• Manage second level escalations team on issues related to Customer complaints, emerging issues on the product & services and major system outages for follow-through and feedback to all relevant teams.
• Track and maintain records for applications and other documents for retail trade partners.
• Develop SLAs with shared services sections and ensure adherence to the set standards
• Propose and implement changes to processes and procedures for DFS operations.
• Coordinate training for DFS to retail & business partners.
• Provide management updates on all customer, agents and merchants issues affecting the product/platform with action plans on the resolution.
• Liaison between different partners and parties in the resolution of all customers, agents and merchants facing issues.
• Provide effective management of all escalated issues
• Publish monthly assessment reports on all issues that affect the product, customer supporting team and the customer.
• Manage customer support systems ensuring they operate optimally.
• Drive common understanding of process initiatives across Operations through awareness & communication methodology.

Qualifications

• A Degree
• Post-graduate will be an added advantage
• Previous Work experience in a similar role for more than 3 years
• Strong interpersonal, excellent communication and organizational skills.

go to method of application »

• The position will serve as a catalyst for innovation, leveraging technology and market insights to deliver impactful digital solutions tailored to the needs of diverse customer segments.

Key Responsibilities:

• Product Strategy, and Roadmap
• Develop and maintain a comprehensive product roadmap, balancing innovation with business priorities and resource constraints.
• Identify and prioritize opportunities for growth and differentiation in collaboration with leadership.
• Cross-Functional Leadership
• Drive collaboration across all business functions including IT, design, data science, marketing, sales, and operations teams to ensure smooth product development and delivery.
• Foster a culture of accountability and high performance within cross-functional teams.
• Serve as the product’s primary advocate, ensuring alignment and effective communication between all stakeholders.
• Market Research and Competitive Analysis
• Conduct in-depth market analysis to identify emerging trends, customer needs, and competitive gaps.
• Leverage insights from customers, stakeholders, and the market to inform product strategy and innovation.
• Monitor competitive landscape and anticipate shifts in the market to proactively adapt strategies.
• User Experience and Customer Insights
• Act as the voice of the customer by incorporating user feedback into the product lifecycle.
• Work closely with UX/UI designers to create intuitive and engaging experiences that drive adoption and retention.
• Continuously test and refine the product to optimize user satisfaction and usability.
• Product Development and Innovation
• Oversee the entire product lifecycle, from ideation to launch and iteration.
• Lead experimentation and prototyping to validate new ideas and concepts before scaling.
• Partner with engineering to deliver high-quality products on time and within budget.
• Go-to-Market (GTM) Strategy and Execution
• Develop and implement effective GTM strategies, including positioning, pricing, and launch plans.
• Collaborate with marketing, sales, and operations to drive product adoption and revenue growth.
• Train internal teams and create materials to ensure successful product launches and ongoing success.
• Performance Tracking and Data-Driven Decision Making
• Define and track key performance indicators (KPIs) to measure product success and impact.
• Analyze data to identify areas for improvement, optimize performance, and inform future initiatives.
• Prepare regular reports and presentations for stakeholders, showcasing product progress and impact.
• Regulatory Compliance and Risk Management
• Ensure all products meet regulatory standards and compliance requirements in relevant markets.
• Proactively identify and mitigate potential risks to maintain trust and product integrity.
• Collaborate with legal and compliance teams to address emerging regulatory needs.
• Revenue Growth and Profitability
• Develop strategies to maximize product revenue, profitability, and market share.
• Identify opportunities for monetization, including subscription models, partnerships, and upselling strategies.
• Collaborate with finance and leadership teams to align product initiatives with business objectives.
• Leadership and Mentorship
• Mentor and guide junior product managers and cross-functional teams to foster professional growth and skill development.
• Build and maintain a culture of innovation, collaboration, and accountability within the product team.
• Represent the product team in executive-level meetings and provide strategic recommendations.
• Partnership Development
• Forge and manage relationships with key external partners, including technology vendors, industry collaborators, and stakeholders.
• Explore and negotiate strategic partnerships to enhance the product offering and reach.
• Others:
• Customer Advocacy: Regularly engage with customers to understand their pain points and advocate for their needs within the organization.
• Change Management: Lead change management initiatives to ensure smooth adoption of new processes, tools, and features.
• Scalability: Build scalable processes and systems to support future growth and expansion.
• Accountability
• Product Innovation: Drive the ideation, development, and execution of innovative products and features that address customer needs and create new revenue opportunities.
• Roadmap Execution: Deliver the product roadmap on time and within scope, ensuring alignment with organizational goals and customer expectations.
• User Experience Excellence: Enhance customer satisfaction and engagement by delivering intuitive, user-centric product experiences.
• Revenue Growth: Achieve measurable business outcomes, including increased market share, customer acquisition, and revenue growth through strategic product initiatives.
• Performance Metrics: Define, track, and optimize product performance through data-driven insights and continuous improvement.
• Regulatory Compliance: Ensure all products meet industry standards and regulatory requirements, mitigating risks and maintaining trust.
• Stakeholder Alignment: Foster collaboration and clear communication with internal and external stakeholders to ensure the product’s success and strategic alignment.

Qualifications

Requirements:

Educational Background:

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field. A Master’s degree or additional certifications in Product Management or Fintech is a plus.

Experience:

• 5+ years of experience in product management, preferably in fintech, telecom, mobile money, or e-commerce sectors.
• Proven track record of launching and managing successful digital financial products.
• Experience with customer-centric design and development methodologies (Agile, Scrum, etc.).
• Technical Skills:
• Strong understanding of mobile money, MVNO, and e-commerce platforms.
• Data-driven decision-making skills with the ability to analyze metrics and KPIs to optimize product performance.