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Airtel Money Operations Manager Job Airtel
Banking Jobs, Airtel Jobs.
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Responsibilities
- Develop processes and procedures to ensure efficient management of operations.
- Identify and propose improvement opportunities for Airtel Money operations with respective business units to increase efficiency.
- Ensure the quality of service by enforcing compliance with Airtel Money processes and procedures as well as the organizational and regulatory standards.
- Drive Airtel Money partner onboarding, training, complaint resolution and user support.
- Timely resolution of escalated issues which may include allocation or deallocation of partner funds, technical and customer related issues in liaison with relevant stakeholders.
- Participate in the Call Centre governance meetings to address timely resolution of all Airtel Money-related Customer complaints.
- Review of customer journeys in liaison with Customer experience teams to improve service delivery and uptake of products and services.
- Participate in developing service level agreements (SLAs) with partners and key stakeholders
- Ensure team Participation in system testing for all modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
- Drive closure of user and customer impacting system malfunctions within given SLA.
Qualifications
- Undergraduate degree in Business related field.
- At least 8-10 years’ relevant experience in mobile money commerce or digital payments with at least 3 – 5 years in a leadership role.
- Project Management qualifications will be an added advantage.
- Good knowledge of Operations supports digital payment solutions.
- Advanced Excel skills.
- Good understanding of the requisite regulatory requirements within the industry.
- Good understanding of the Kenyan mobile commerce Market.
- Strong data analytical and problem-solving skills.
- Good planning and organizing skills.
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How to Apply
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