Division: Mobile Financial Services
Department: MFS Operations & Service Delivery
Level: MTN Level 3
Reports to: Senior Manager, MFS Operations & Service Delivery

Job Summary:

• The purpose of the role is to manage operational activities, third level customer support, training and capacity building within the MFS division. Additionally, the role is responsible for managing Agent and Merchant setup.

Job Role

• Manage activities of third party service providers and aggregators to ensure adherence to Service Level Agreements.
• Efficiently manage Operational Activities within the MFS Division.
• Manage the provision of operational assistance to all internal MTN MoMo and third-party partners.
• Develop, manage and ensure adherence to all MFS operational policy, process and procedures.
• Manage Partner Bank relations and service support.
• Manage the activation of Merchant and Agent Accounts
• Ensure regular updates of all user guides and Operational manuals
• Manage customer records in line with regulatory requirements
• Manage 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.
• Manage Customer Experience initiatives with the MFS Division.
• Work collaboratively with Customer Care team to manage third level query resolution.

Context:

• 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

Qualification Required & Experience

Education

• A Degree in Computer Science, Information Systems, Business Administration or other
  related qualifications
• A professional certification is a plus

Experience

• 5 years relevant experience in Financial Services Industry with at least 3 years in a supervisory role.

Professional/Technical competencies:

• Business Risk Management
• Information systems management
• In-depth knowledge of Mobile Financial Industry
• System management / Administration
• Microsoft Office suite and other related software applications

Physical Skills/ Competencies:

• 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