Manager - Operations.Fintech Operations

The Manager Fintech Operations reports to Head Fintech Commercial and is supported by supervisors. The role maintains liaison with Group Fintech Commercial Operations team, as and when required  

Key Deliverables

The Manager Fintech Operations will be accountable to achieve the following objectives:

Strategy Development and 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 

Staff Leadership and Management

• Continually develop a culture of strong collaboration and effective team working

• Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Head Fintech Commercial

• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program

• Performance manages resources in accordance with HR policy and legislation where necessary

• Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Governance 

• Implement adequate risk mitigation and controls, with directions from the Head Fintech Commercial 

• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs

• Work with approved budget for internal projects, under direction from the Head Fintech Commercial. Where required, also provide input

• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping SM Fintech Commercial apprised of the same

• Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Head Fintech Commercial

Performance

• Monitor performance and alignment with divisional strategy

• SLA approval and exception performance review 

Budgets

• Assist in managing function’s budgets in line with business objectives, when required

• Assist in managing project initiative budgets in line with business objectives, when required

Operational Delivery

• Efficiently manage Operational Activities. 

• Provide Operational assistance to all internal MTN Fintech and Third-party partners.

• Develop, manage and ensure adherence to all Fintech operational policy, process and procedures.

• Manage Partner Bank relations and service support.

• Oversee performance of reconciliations of all internal accounts and liaise with Finance to resolve same

• Oversee payment of all agent commissions

• Oversee the activation of Subscribers, Merchant and Agent Accounts as well as timeous resolution of queries emanating from same

• Ensure regular updates of all user guides and Operational manuals

• Manage customer records in line with regulatory requirements

• Oversee 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.

Customer Support:

• Manage Customer Experience initiatives with the Fintech division. 

• Work collaboratively with the MTN Customer Experience team to manage third level query resolution.

Coordinate Support activities across all MTN touch points – Service Centre, Contact Centre, Connect Stores, and Other MTN Divisions etc