Job Description

MTN Careers – Manager

Manager – Fintech Operations

Company: MTN Careers

Job Overview

The Manager Fintech Operations is responsible for overseeing operational activities within the Fintech division, including third-level customer support, training initiatives, and capacity building. This role also manages the onboarding and setup of subscribers, agents, and merchants while ensuring smooth coordination with internal teams and external partners.

The Manager works closely with the Head of Fintech Commercial and receives support from supervisors. The position also collaborates with the Group Fintech Commercial Operations team to maintain alignment with group-wide operational standards and strategies.

Key Responsibilities

Strategy Development and Implementation

• Follow the strategic direction set by the functional leadership and contribute to the development of sub-functional strategies.
• Ensure the successful execution of the approved functional strategy within the Fintech operations environment.

Staff Leadership and Management

• Foster a collaborative work culture that encourages teamwork and open communication.
• Maintain transparent communication channels with team members and support change management initiatives under the supervision of the Head Fintech Commercial.
• Define key performance indicators (KPIs) and conduct regular performance evaluations through structured review programs.
• Manage staff performance in accordance with HR policies and applicable legislation.
• Encourage a fintech-focused and partnership-driven environment to strengthen collaboration with internal departments and ensure compliance with governance standards.

Governance and Risk Management

• Implement appropriate risk controls and mitigation measures in line with guidance from the Head Fintech Commercial.
• Evaluate and monitor Service Level Agreements (SLAs) and performance indicators.
• Manage internal project budgets as directed and contribute input when required.
• Address operational escalations affecting service delivery while keeping senior leadership informed.
• Identify key risks, issues, and dependencies and implement mitigation strategies.

Performance Management

• Monitor operational performance and ensure alignment with divisional strategies.
• Review SLA approvals and analyze performance exceptions where necessary.

Budget Support

• Assist with managing operational and project budgets in alignment with business objectives.

Operational Delivery

• Manage and coordinate all Fintech operational activities effectively.
• Provide operational support to MTN Fintech teams and third-party partners.
• Develop, maintain, and enforce operational policies, procedures, and process guidelines.
• Manage relationships with partner banks and ensure reliable service support.
• Oversee reconciliation processes for internal accounts and collaborate with the finance team to resolve discrepancies.
• Supervise the payment of agent commissions and ensure accuracy and timeliness.
• Manage activation processes for subscriber, merchant, and agent accounts while ensuring quick resolution of related queries.
• Maintain and update operational manuals and user guides regularly.
• Ensure customer records are maintained in compliance with regulatory requirements.
• Oversee training programs to strengthen capabilities for internal teams and external Mobile Money stakeholders.
• Coordinate governance, audit, and risk management activities related to Mobile Money operations.
• Provide operational support during product development, testing, training, and deployment phases.

Customer Support Management

• Lead initiatives that enhance customer experience within the Fintech division.
• Collaborate with the MTN Customer Experience team to manage third-level customer support queries.
• Coordinate support services across all MTN service channels, including service centers, contact centers, retail stores, and other MTN divisions.

Qualifications

Education

• Bachelor’s degree in Finance, Business Administration, Social Sciences, or a related professional field.

Experience

• 4 to 6 years of professional experience in a similar role.
• At least 2 years of experience in a managerial position.
• Experience in Fintech, Banking, or Mobile Money environments is highly advantageous.
• Experience working within a global or multinational organization with exposure to emerging markets is preferred.

Core Competencies

Functional Knowledge

• Float management
• Banking transaction processes
• Financial reconciliations
• Commission calculations
• Training and development programs
• Partner onboarding and operational support
• Customer experience management

Key Skills

• Strong relationship and people management abilities
• Analytical thinking and data interpretation
• Effective problem-solving and decision-making
• Delivery and results orientation
• System management and administration
• Strong relationship-building capabilities

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