Finance Operations Manager

1. Mission/ Core purpose of the Job

The Manager Operations is responsible for coordination, implementation, and monitoring of Fintech processes and controls. Facilitates support for internal and external Fintech customers, Agents & Merchants and ensures adherence to SLAs. Additionally, the role is responsible for supervision of the Back-Office Staff to drive team and tasks efficiency.

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

2. Context (Global influences, environmental / industry demands, organizational mission etc.)

We at MMC are a purpose and value-led organization.

At MMC we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. 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.

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Governance

Strategic Meetings

• Participate in strategic meetings, when required
• Execute OpCo wide transformation initiatives, when required by the functional lead
• Implement adequate risk mitigation and controls, with directions from the functional lead
• Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required
• Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Manager Service Delivery
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Manager Service Delivery apprised of the same

Function Tactical

• Execute projects initiated in the specific sub-function
• Abide by the established objectives, targets and budgets for the sub-function, when required
• Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead
• Prepare documentation required for sign-off on tactical changes

Performance

• Ensure execution in alignment with divisional strategy

Reporting

• Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required

Budgets

• Abide by function’s budgets in line with business objectives
• Abide by project initiative budgets in line with business objectives

Operational Delivery

T he role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of Back office support strategies and propose and offer suggestions for improvements

Back Office Support Operations

• Supervision of the Fintech Back Office Team to ensure adherence to SLAs on all escalated support from internal and external customers
• Oversee Agent, Merchant and Consumer back office support
• Ensure queries and complaints on merchant and agent setup on relevant portals are addressed
• Ensure support to MoMo field Implementation team on all agents/ merchant related complaints is provided
• Responsible for providing support on set up and other agent operational related issues for partner banks and other financial institutions
• Daily reconciliation of all Fintech ESCROW and Bank accounts
• Timely reconciliations, balances and variances monitoring for all Fintech System and Internal Accounts
• Monitor and ensure timely liquidations and settlements for Fintech Partners as per the agreed SLAs
• Perform financial primary controls and adhoc audits to ensure controls are still effective.
• Ensure timely registration and support for Agents, Merchants, Corporates and Service Providers
• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders.
• Supervise support for all customer touch points and manage 2nd level of query resolution.
• Implementation of an effective Control Environment (AML, Audit and Risk) to ensure the effective reduction in audit points, execute all mitigating actions, and adequately address fraud cases in line with the agreed principles.
• Ensure effective Risk Management Practices including supervision of ECW permissions and front teams access management of MoMo systems.
• Input into Products and Services Testing, Support and Implementation.
• Prepare and timely share all relevant Fintech reports for internal and external stakeholders
• Other tasks and duties, as assigned

Managerial / Supervisory Responsibilities

• Accountable for the morale, performance, and development of the function’s human capital
• Cascade and socialize work structure processes to enable adoption by the team
• Coach and mentor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions, in collaboration with HR
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts

Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR

Education:

• Degree in any related discipline or its equivalent in area of specialization
• Relevant post graduate qualification is an advantage

Experience:

• A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
• Experience in Fintech, banking or Mobile Money is preferred
• Experience in Mobile Money back office operations & support
• Experience in Agent & Merchant Management
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred