Orange Money Operations Lead
Reporting to the Operations Director. The incumbent will be required to develop processes to ensure efficient management of user activity and implement a culture of excellence to ensure the security, robustness and compliance of operational activities, in line with the organisations policies, procedures and standards..
The main duties include but are not limited to:
- Define the strategy for the re-definition, growth and optimisation of Orange Money operations, in line with the company’s strategic objectives
- Ensure the security, robustness and compliance of operational activities
- Develop and maintain the documenting of Orange Money procedures and operating manuals and make sure they are applied
- Construct and monitor SLA’s and operational key performance indicators (KPI) and coordinate their handling between Orange Money and supporting departments.
- Guide continuous improvement activity in order to achieve the objectives of operational excellence
- Organise and supervise the activities of the customer and agent back office (sing-up, account opening, account terminations etc.)
- Coordinate the proper handling and resolution of Orange Money customer complaints
- Propose and implement the structural solutions necessary to improve the quality of service for Orange Money.
- Main point of contact for all operational activities with Orange Money third parties and partners/merchants.
- Create and implement business plan to ensure continuity of business operations.
- Provide support on product development, testing, training and Support.
Skills:
- Analysis & Anticipation
- Ability to organise, structure and rationalise
- Project and team management techniques
- Problem solving skills
- External partner relationship management
- Communication and negotiation skills
- Decisive, responsive and responsible
- Supplier management
Qualifications and Experience:
- Bachelor’s degree in Business, ICT, Marketing or related.
- 4 – 6 years of experience working in an operations environment.
- Professional Certifications in Operations, Risk Management or Quality Assurance will be an added advantage.
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
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