Operations Manager at Airtel Zambia

Responsible for monitoring the Airtel Money platform, products and services
REPORTING TO THE AIRTEL MONEY DIRECTOR, THE MAIN DUTIES ARE:

Deliver the set goals for back office administration of the retail

• Develop process and procedure to ensure efficient management of retail back office operations.

Trade and business partner

• Oversee second level support for retail partner
• Track and maintain records of application and other documents for customers, retail trade and business
• Direct, drive and implement the operation function including the management of the AML(Anti-Money Laundering), processes, quality, training plan, system access and outsourced functions of call center and fraud reports from RA and internal audits
• Channel (agents) Management e.g. float management, agent setup and monitoring.

Ensure SLA with other shared services section is me

• Develop SLAs with shared services sections and ensure adherence to the set standards. Call centre report must be received by the Operations Manager by 8am daily and any escalation be made.
• Track and monitor performance of shared services sections to ensure targets are met, e.g. technical & customer service.

Oversee integration and implementation of products and services for mobile commerce

• Keep an updated record of the ongoing partner integrations and manage the integrations partner SLA’s.
• Keep an updated record of the issues logged and ticketed with the integration partner and manage delivery timelines.
• Coordinate and Conduct UATs for integrations and product enhancements and attain sign off for the same.
• Coordinate implementation of new services and product enhancements by development partners and local technical support.

Ensure efficient and effective delivery of mobile commerce operations

• Propose and implement changes to processes and procedures for mobile commerce operations.
• Coordinate the development of manuals and guides for mobile commerce products and services.
• Make decisions for any operational changes (planned or unplanned) within the Airtel Money organization that materially impact the product portfolio in conjunction with the OpCo Head.

Audit and compliance

• Process reengineering and automation of the same leading to scalability of operations & reducing manual dependency audit.
• Training and updating of the team on new rate plans / promos/ services provisioning rules.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures.
• Maintain internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Conversant with the AML (Anti-Money Laundering) Regulations.

Training

• Coordinate training and required certification for mobile commerce team, retail & business partners.

REQUIREMENTS

Educational Qualification & Functional/Technical Skills

• Bachelors in Project Management or Computer Science.
• Post graduate (Optional).
• Master’s in Business Administration would be preferred additional qualification.
• Trainer of Trainers (desirable).
• AML training (a Must).

Relevant Experience

• 5-8 years’ experience in similar role.
• 2 years’ experience in Operations and Project Management
• Experience in Cross functional management will be an added advantage

Other requirements (Behavioral etc.)

• Ability to innovate and deliver value to business at multiple levels.
• Ability to manage outsourcing partners to deliver business solutions.
• Excellent interpersonal and written communication skills.
• CLOSING DATE

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