CAREER OPPORTUNITY

Applications are invited from suitably qualified candidates to fill the following position tenable at Head Office, Blantyre.

SIMPO CASH OPERATIONS OFFICER

Reporting to the Simpo Cash Operations Manager, the successful candidate will be responsible for execution of all operational aspects of the Simpo Cash business to ensure flawless service delivery and quick turn-around-time. This includes coordinating product design, testing, deployment, integrations with third parties, Compliance and Audit issues.

Key Responsibilities

• Manage and optimise the end-to-end operations of our mobile money services, including transaction processing and customer/ Agent support.
• Ensure compliance with regulatory requirements and industry standards governing mobile money operations.
• Monitor key performance indicators (KPIs) related to transaction volumes, revenue, customer satisfaction, and agent performance, and implement initiatives to improve operational efficiency and business outcomes.
• Lead in identification and mitigation of operational risks related to fraud, cybersecurity threats, system failures, and business continuity, implementing robust controls and contingency plans as necessary.
• Monitor internal systems used for delivery of Simpo Cash products and services.
• Champion optimization of systems, processes, and procedures to ensure delivery of superior customer experience.
• Supports field staff with agent back-office verifications, upgrading and authorizations.
• Leads in product/service UAT’s, piloting, and launching.
• Ensure that customer access channels USSD, apps and web are running and feedback channels and systems, including customer call centre, are functional.
• Track Simpo Cash SLAs and support functions adherence to Service Level Agreements in resolving customer queries.
• Ensure incident reports are submitted to all relevant stakeholders timely, for necessary action.

Technical skills / Competencies

• Problem solving/RCA determination.
• Planning and organising.
• Team player/flexibility.
• People management – cross-functional teams’ coordination
• Stakeholder management – vendor and third parties.
• Communication and Influence.
• Analytical thinking.
• Flare knowledge of databases, networks and command line languages.

Qualifications and Requirements

• At least 5 years’ experience in mobile money/ agency
• Banking operations/back-office processes
• Technical degree in information technology or technology related field
• Professional certification/s in Digital Finance
• In-depth knowledge of agency banking or mobile money processes and procedures.
• Experience in managing mobile money reconciliations and settlements
• Knowledge of Agency banking products and services.
• Good communication skills
• Cultural diversity experience

• Manage and optimise the end-to-end operations of our mobile money services, including transaction processing and customer/ Agent support.
• Ensure compliance with regulatory requirements and industry standards governing mobile money operations.
• Monitor key performance indicators (KPIs) related to transaction volumes, revenue, customer satisfaction, and agent performance, and implement initiatives to improve operational efficiency and business outcomes.
• Lead in identification and mitigation of operational risks related to fraud, cybersecurity threats, system failures, and business continuity, implementing robust controls and contingency plans as necessary.
• Monitor internal systems used for delivery of Simpo Cash products and services.
• Champion optimization of systems, processes, and procedures to ensure delivery of superior customer experience.
• Supports field staff with agent back-office verifications, upgrading and authorizations.
• Leads in product/service UAT’s, piloting, and launching.
• Ensure that customer access channels USSD, apps and web are running and feedback channels and systems, including customer call centre, are functional.
• Track Simpo Cash SLAs and support functions adherence to Service Level Agreements in resolving customer queries.
• Ensure incident reports are submitted to all relevant stakeholders timely, for necessary action.

• Problem solving/RCA determination.
• Planning and organising.
• Team player/flexibility.
• People management – cross-functional teams’ coordination
• Stakeholder management – vendor and third parties.
• Communication and Influence.
• Analytical thinking.
• Flare knowledge of databases, networks and command line languages.

• At least 5 years’ experience in mobile money/ agency
• Banking operations/back-office processes
• Technical degree in information technology or technology related field
• Professional certification/s in Digital Finance
• In-depth knowledge of agency banking or mobile money processes and procedures.
• Experience in managing mobile money reconciliations and settlements
• Knowledge of Agency banking products and services.
• Good communication skills
• Cultural diversity experience