The Role
The Head of Operations will oversee daily operations, lead teams, drive efficiency, improve customer experience, and partner with various departments for operational excellence.
Summary Generated by Built In
Who we are:
Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most.
Mama HQ is in beautiful Cape Town, South Africa. We are 130 people strong (and counting) from 19 countries, across Africa, Asia, UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. “Just be lekker!” personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.
We’ve been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We've had some great times and some tough times but all the while continue to keep our focus on helping people rather than maximizing profit.
In order for us to deliver our mission at scale, we’re looking for a Head of Operations who can build world-class operational excellence while keeping our human touch.
As our Head of Operations you will:
- Drive and coordinate day-to-day operations across the call center, customer onboarding, partner queries, and technical operations.
- Lead and motivate a diverse team across the call centre and operations, fostering a culture of ownership, accountability, customer experience obsession and continuous improvement.
- Balance day-to-day operational leadership with a strategic focus on scaling efficiently - reducing customer contacts, improving response times, and driving excellence in every interaction.
- Act as the senior escalation point for internal and external operational issues, ensuring quick resolution and clear communication.
- Work closely with customer service teams to proactively improve satisfaction and eliminate recurring friction points.
- Use data-driven insights to optimize workforce management, service levels & overall performance.
- Identify bottlenecks and implement smarter processes, automation and tooling (chatbots, workflow tools, IVR enhancements) to improve operations, productivity and consistency.
- Find cost-effective ways to scale, balancing people, outsourcing, & technology while maintaining service quality.
- Partner with Product and Tech teams to improve onboarding, KYC and transaction flows, ensuring smooth customer journeys across digital and assisted channels.
- Translate customer pain points into product and process improvements that drive adoption, satisfaction and retention.
- Work closely with compliance and risk teams to ensure smooth handling of regulatory and customer escalations.
- Manage relationships with external partners & vendors, ensuring SLAs, response times, and performance standards are consistently met.
In your first 90 days at Mama Money you will:
- Gain a comprehensive understanding of various operational teams including customer service, activations, and technical operations.
- Spend valuable time with agents in the field, acquiring firsthand insights into operational challenges & customer pain points.
- Develop a framework for assessing/revising key operational metrics within the first 60 days.
- Identify areas for improvement based on initial metric analysis and present preliminary recommendations to enhance efficiency.
- Outline your strategic approach to running operations, aligning your vision with the organisational goals.
About you:
- Thrive in dynamic, fast-paced environments, demonstrating adaptability and enthusiasm for growth.
- Proven problem solver with a keen analytical mind and the ability to think critically in challenging situations.
- Self-motivated individual with a track record of taking ownership, showcasing exceptional organisational and time management skills.
- Collaborative team player, skilled in effective communication across all levels of the organisation.
- Excellent communication skills, great at simplifying complex ideas in written, visual, and verbal formats.
- Demonstrated success in managing call centres, with a strategic focus on optimising operational efficiency & customer service excellence.
- Proficient in utilising Zendesk for streamlined customer support operations.
- Ability to implement WhatsApp bots for operational efficiency and improved customer service.
- Proficient in data analysis tools and techniques, utilising insights to drive operational improvements.
- Strong understanding of automation tools and technologies to enhance overall operational efficiency.
- Extensive experience collaborating with product and engineering teams, bringing technical insights to enhance operational processes.
Why Mama?
At Mama Money, we’re not just a company—we’re a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat, and they inspire every step we take.
We’re all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first, we’re here to make things easier, faster, and better for you.
We believe in giving it a go—and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mould. We take bold steps, experiment with fresh ideas, and never stop learning.
At Mama Money, we own it—and we mean it. We take responsibility for our actions, our results, and how we show up every day. No passing the buck here. We approach every challenge with grit, passion, and determination.
Here’s the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world, doing the right thing no matter what.
When you join Mama Money, you’re joining a community. We’re a passionate, down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously, but we don’t forget to have fun while we do it.
So, if you’re ready to make a real difference, take on exciting challenges, and grow in a place where you’re valued and supported, then Mama Money is the place for you. Let’s make an impact - together.
Mama’s values:
1. Making it easier for our customers
2. Give it a go
3. Just own it
Top Skills
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Whatsapp Bots
Zendesk
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The Company
What We Do
Mama Money is a rapidly growing, innovative, tech company and the world’s first Social Business Money Transfer Operator. Mama provides an easy, safe and low-cost way for foreign nationals to send money home to support their families. Our mobile application is easy-to-use and allows our customers to send money to their loved ones through a vast payout network that's continuously expanding. Rather than looking at profit-maximisation, Mama aims to directly assist people who don’t earn a lot by lowering the cost of cross-border payments. Mama Money was built to help African and Asian expats who left their homes and communities in search of better opportunities. Social upliftment through financial inclusion is the core belief of Mama Money and this drives us to keep growing and innovating. We have plenty of new job vacancies available so be sure to follow our page for regular updates. Mama is always on the lookout for individuals who want to make a positive impact on this world through meaningful work. Come and join the family
