Airtel Money Operations Manager

Job Description
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities

• Develop processes and procedures to ensure efficient management of operations.
• Identify and propose improvement opportunities for Airtel Money operations with respective business units to increase efficiency.
• Ensure the quality of service by enforcing compliance with Airtel Money processes and procedures as well as the organizational and regulatory standards.
• Drive Airtel Money partner onboarding, training, complaint resolution and user support.
• Timely resolution of escalated issues which may include allocation or deallocation of partner funds, technical and customer related issues in liaison with relevant stakeholders.
• Participate in the Call Centre governance meetings to address timely resolution of all Airtel Money-related Customer complaints.
• Review of customer journeys in liaison with Customer experience teams to improve service delivery and uptake of products and services.
• Participate in developing service level agreements (SLAs) with partners and key stakeholders
• Ensure team Participation in system testing for all modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
• Drive closure of user and customer impacting system malfunctions within given SLA.
  

Qualifications

• Undergraduate degree in Business related field.
• At least 8-10 years’ relevant experience in mobile money commerce or digital payments with at least 3 - 5 years in a leadership role.
• Project Management qualifications will be an added advantage.
• Good knowledge of Operations supports digital payment solutions.
• Advanced Excel skills.
• Good understanding of the requisite regulatory requirements within the industry.
• Good understanding of the Kenyan mobile commerce Market.
• Strong data analytical and problem-solving skills.
• Good planning and organizing skills.

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