Head: FinTech Service Delivery MTN Zambia

Industry

Technology

Work Experience

5+ years

Salary

000

City

Lusaka

State/Province

Lusaka

Zip/Postal Code

10101

Job Description

The Head Service Delivery manages service delivery across all Fintech touch points and with all third-party partners and solution providers towards ensuring that service levels delivered to customers meet framework and standards defined by the business. The function also oversees the management of system / platform activities, product development (as required), projects, Reporting advisory, as well as other business support activities to ensure sustainable growth for the Fintech business.

The key responsibilities for this role include but not limited to the following:

• Abides by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy;
• Sources, inducts and manages talent in accordance with legislative guidelines and directives from the Managing Director;
• Ensures open communication channels with staff and implements change management interventions when required, and under supervision from the SM Fintech Commercial;

·        Assists in the development and implementation of a training plan in order to build and develop skills within the team;

·        Promotes a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance;

• Implements adequate risk mitigation and controls, with directions from the Managing Director. Mandated to roll out Primary Function Controls under the Combined Assurance Model and enforce implementation & accountability across all operational functions in Mobile Money.

·      Ensures that the Merchant community understand the Do’s and Don’t’s of MFS with appropriate training, consequence management and near real time and automated monitoring of performance;

·        Supports Product & Services development and implementation in line with Go-to-market strategy in collaboration with other teams;

·        Designs appropriate measures and strategies to align internal processes with service delivery to the customers;

·        Create a structure for adequacy of document management and information control within the MFS environment;

• Ensures effective management of diversity among personnel in the function.

Requirements

·        Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;

·        Degree in any related discipline or its equivalent in area of specialization;

·        Relevant post graduate qualification is an advantage;

·        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 leading & managing Fintech operations & service delivery;

·        Experience in driving Processes and Controls, work flows and Program/project management;

·        Experience working in a global/multinational enterprise with a good understanding of emerging markets is preferred.