Head of Operations Employment Opportunity – MTN Mobile Money Uganda Limited

Job Title:  Head of Operations

Organisation: MTN Mobile Money Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Managing Director

 

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

 

Job Summary:  The Head of Operations will direct and manage operational activities of the business and support delivery of superior products and services within the Mobile Money business

 

Key Duties and Responsibilities:

  • Develop, implement, and enforce MTN Mobile Money Operations policies, processes and procedures.
  • Direct the Mobile Money Operations services to ensure timely service delivery. These include broadly Retail and Partner Operations.
  • Timely identification of point of service failures and implementation of corrective measures.
  • Investigate and clear queries in a timely manner, provide update and escalations of queries internally and externally.
  • Investigate and clear queries in a timely manner, provide update and escalations of queries internally and externally.
  • Regular review of queries from Business units to confirm that they are resolved as per agreed Service Level Agreement.
  • Identifying process gaps and implementing process Improvements for all Mobile Money products and services whilst minimizing risk.
  • Spearhead the implementation of the initiatives to improve process improvements in the department.
  • Identifying, monitoring and reporting suspicious activity in line with the AML/CFT, KYC programs and the Mobile Money policies / regulatory framework
  • Escalate any process gaps and incidents including near misses to the Managing Director
  • Co-ordinate service providers to ensure that they deliver as per their contracts and their timelines and validation of invoices that relate to the Operations department.
  • Develop staff through training, mentoring and identification of their needs.
  • Manage, Train and develop direct reporting staff as well as fostering a team approach by actively building strong working relationships within the department as well as identification of training needs.
  • Establish and review key operational risk indicators/key control standards and implement action plans to minimize the company’s exposure to fraud and losses.
  • Manage the company’s operational risk exposure by supporting the Business to identify areas of operational risk exposure and by implementing corrective action.
  • Ensure operational and client transactions are processed timely, accurately within daily SLAs and deadlines
  • Proactively research new operational efficiency initiatives and solutions with a view of achieving more streamlined process and/or improved customer experience
  • Contribute towards companywide projects as required
  • Identify workflow/system improvements and work with the operations team to enact change.




Qualifications, Skills and Experience:

  • The applicant must hold a Business degree in finance, Commerce, Business Administration, Economics, Statistics, Management or any relevant field.
  • Possession of a master’s degree in a relevant field would be an added advantage.
  • Relevant Practical training in Operations Management.
  • Five years of experience, three of which must have been in Banking Operations, in a Senior Management role.
  • A solid understanding of web services platform support
  • Knowledge and experience in modern Digital Banking or Mobile Money operations practices to provide guidance on quality improvements and business changes.
  • Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
  • Knowledge and effective application of all relevant Banking/Fintech/Mobile Money policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
  • Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
  • Substantial knowledge and exposure in Banking or Mobile Money operations is a must. Possess knowledge and experience Digital Financial Services operations support
  • Good knowledge on Personal Data Privacy Ordinance, Anti-Money Laundering Ordinance, and relevant regulatory governance would be a definite advantage
  • Possess good awareness of operational risk and sensitive to operational irregularity
  • Good team player, positive attitude, and willing to work under high pressure and tight timeline

 

Training:

  • Partner Onboarding and Support
  • The ability to communicate clearly both verbally and in written form in professional manner is deemed essential.
  • Ability to build functioning working relationships across organizational, corporate and cultural boundaries.
  • Ability to demonstrate MTN’s values and leadership behaviors.
  • Partner Training

 

Behavioral Qualities:

  • Proven ability to communicate clearly both verbally and in written form in a professional manner is deemed essential
  • Ability to build functioning working relationships across organizational, corporate, and cultural boundaries.
  • Ability to demonstrate positive image and role model MTN’s values and leadership behaviours.
  • Must be a person of impeccable integrity.

 

Note:

  • MTN Mobile Money Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises.

 

How to Apply:

All candidates for the MTN Mobile Money Uganda Limited should apply online

 

Click Here

 

Deadline: 6th April 2022

 

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