Head of Operations at MTN Uganda Limited

MTN Mobile Money Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position.

Job Title: Head of Operations

Reporting to: Managing Director  

Division – Operations

No. of Vacancies: 1

Mission/ Core purpose of the Job

To direct and manage operational activities of the business and support delivery of superior products and services within the Mobile Money business

Main Job Functions:

• 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.

Job Requirements (Education, Experience and Competencies)

Education:

• 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.

Experience:

• A minimum of 5 years’ experience, 3 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:

• The 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.

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.

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