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Team Lead Back Office Support MTN Zambia

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

  • Supervises the Fintech Back Office Team to ensure adherence to SLAs on all escalated support from internal and external customers;
  • Oversees Agent, Merchant and Consumer back office support;
  • Ensures support to MoMo field Implementation team on all agents/ merchant related complaints is provided;
  • Responsible for providing support on set up and other agent operational related issues for partner banks and other financial institutions;
  • Daily reconciliation of all Fintech ESCROW and Bank accounts;
  • Monitors and ensures timely liquidations and settlements for Fintech Partners as per the agreed SLAs;
  • Performs financial primary controls and adhoc audits to ensure controls are still effective;
  • Ensures timely registration and support for Agents, Merchants, Corporates and Service Providers;
  • Develops and implements training programs to build capability and alignment on MoMo products and processes for all stakeholders;
  • Implementation of an effective Control Environment (AML, Audit and Risk) to ensure the effective reduction in audit points, execute all mitigating actions, and adequately address fraud cases in line with the agreed principles;
  • Ensures effective Risk Management Practices including supervision of ECW permissions and front teams access management of MoMo systems;
  • Input into Products and Services Testing, Support and Implementation;
  • Prepare and timely share all relevant Fintech reports for internal and external stakeholders.

Candidate Requirements

  • Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
  • Degree in any related discipline or its equivalent in area of specialization;
  • A minimum of 3 years’ total experience in a similar position with at least 2 years in a supervisory role;
  • Experience in Fintech, banking or Mobile Money operations,  experience in Agent & Merchant Management and experience working in a global/multinational enterprise with a good understanding emerging market is preferred;
  • Knowledge of financial services, banking, microfinance ecosystem, Back-office process Management, SLA and query handling, Incident & Compliant Management, Customer Relationship Management and Stakeholder Relations Management.

Women are strongly encouraged to apply

Hand delivered or posted applications will not be accepted.

Note: that only shortlisted candidates will be contacted.

Submit your CV and Application on Company Website : Click Here

Closing Date : 1st February , 2022.