We at MMC are a purpose and value-led organization.
At MMC we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.
Strategy Implementation
Abide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy
Ensure effective implementation of the functional strategy
Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem
Staff Leadership and Management
Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Manager Service Delivery
Provide definition of roles, responsibilities, individual goals and performance objectives for the team
Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
Assist in the development and implementation of a training plan in order to build and develop skills within the team
Performance manage resources in accordance with HR policy and legislation where necessary
Governance
Strategic Meetings
Participate in strategic meetings, when required
Execute OpCo wide transformation initiatives, when required by the functional lead
Implement adequate risk mitigation and controls, with directions from the functional lead
Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required
Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required
Escalations
Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Manager Service Delivery
Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Manager Service Delivery apprised of the same
Function Tactical
Execute projects initiated in the specific sub-function
Abide by the established objectives, targets and budgets for the sub-function, when required
Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead
Prepare documentation required for sign-off on tactical changes
Performance
Ensure execution in alignment with divisional strategy
Reporting
Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific projects, as required
Budgets
Abide by function’s budgets in line with business objectives
Abide by project initiative budgets in line with business objectives
Operational Delivery
The role is accountable for the following work area outcomes:
Strategy & Analytics, Budgeting, Data and Reporting
Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
Comply with the set governance mechanisms, under supervision from the functional lead
Evaluate the efficiency and effectiveness of Back office support strategies and propose and offer suggestions for improvements
Back Office Support Operations
Supervision of the Fintech Back Office Team to ensure adherence to SLAs on all escalated support from internal and external customers
Oversee Agent, Merchant and Consumer back office support
Ensure queries and complaints on merchant and agent setup on relevant portals are addressed
Ensure support to MoMo field Implementation team on all agents/ merchant related complaints is provided
Responsible for providing support on set up and other agent operational related issues for partner banks and other financial institutions
Daily reconciliation of all Fintech ESCROW and Bank accounts
Timely reconciliations, balances and variances monitoring for all Fintech System and Internal Accounts
Monitor and ensure timely liquidations and settlements for Fintech Partners as per the agreed SLAs
Perform financial primary controls and adhoc audits to ensure controls are still effective.
Ensure timely registration and support for Agents, Merchants, Corporates and Service Providers
Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders.
Supervise support for all customer touch points and manage 2nd level of query resolution.
Implementation of an effective Control Environment (AML, Audit and Risk) to ensure the effective reduction in audit points, execute all mitigating actions, and adequately address fraud cases in line with the agreed principles.
Ensure effective Risk Management Practices including supervision of ECW permissions and front teams access management of MoMo systems.
Input into Products and Services Testing, Support and Implementation.
Education:
Degree in any related discipline or its equivalent in area of specialization
Relevant post graduate qualification is an advantage
Experience:
A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
Experience in Fintech, banking or Mobile Money is preferred
Experience in Mobile Money back office operations & support
Experience in Agent & Merchant Management
Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred
Competencies:
Functional Knowledge:
Knowledge of Fintech, payment, e-commerce, banking, microfinance ecosystem
Back office process Management
SLA and query handling
Incident & Compliant Management
Customer Relationship Management
Stakeholder Relations Management
Project Planning, Organising and Delivery
Skills
Relationship/people management
Analytical thinking
Continuous improvement
Data interpretation
Delivery focused
Presentation
Relationship building