Manager: Customer Operations Lead (Africa experience essential) The successful incumbent must have hands on experience working in African countries, across multiple geographies within the African region. This is a requirement and mandatory. Fintech is entering a new phase where operational and commercial excellence has become critical for success. We at MTN believe this is a game changer in terms of our business strategy. We are looking at an incumbent to join us as we build a successful business together.
We at Group Fintech are a purpose and value-led organization.
At Group Fintech, we believe that understanding our people's needs and aspirations is key to creating experiences that delight you at work, everyday. 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.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
As part of your portfolio as a Manager: Customer Operations Lead , you will:
Play a critical role in ensuring the seamless operation of customer support and operations for our Ecommerce marketplace platform across different countries. Be responsible for building and leading a high-performing team, establishing efficient processes, and maintaining a strong focus on customer satisfaction. Design, and implement the key SOPs and Processes to ensure effective operational excellence across all countries, and monitor the implementation and execution of them. Play a pivotal role in ensuring all risk and compliance topics are properly addresses and resolved.Develop and implement all Standard Operating Procedures for both Forward and Reverse Flows.Monitor and track Customer experience, including but not limited to Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), First Response Time (FRT) Contact Deflection Rate and churn rate.Develop and implement strategies to continuously improve these KPIs, ensuring that customer satisfaction remains a top priority.The incumbent must have the following:
4-year Business Administration, Finance, Supply Chain (or related) DegreeMaster's in business administration is advantageousExperience: 5 years of experience in customer support or operations management, preferably in the Ecommerce or marketplace industry.Proven experience managing and developing teams across multiple countries and regions.Experience working across global locations/ regions and have a grasp of political, social, infrastructure and integrity challengesStrong analytical skills and proficiency in data-driven decision-making.Experience in designing SOPs and Processes and the use of the right tools in monitoring them.Excellent communication, leadership, and interpersonal skills.Familiarity with customer support tools, CRM systems, and data analytics platforms.Ability to adapt to a fast-paced and dynamic environment.Understanding emerging markets advantageousWorked across diverse cultures and geographiesPan Africa multi-cultural experience is advantageousWilling and flexible to travel within Africa .English speaker. French, Portuguese, Zulu, Swahili, and other Africa languages a plus.Talent pool
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