Job Purpose

The Head of Operations will oversee daily operational activities of EPay Mobile Money. The role ensures smooth service delivery, system efficiency, operational compliance, risk control, and continuous improvement of mobile money services.Job search platform

The position leads operational teams and coordinates cross-functional departments to ensure reliable, secure, and efficient transaction processing across all channels.

Key Responsibilities

• Oversee daily operations of the mobile money platform, ensuring system uptime and service continuity.
• Manage transaction processing, settlement processes, and reconciliation coordination.
• Supervise operations teams including customer support, agent operations, and back-office functions.
• Ensure compliance with regulatory requirements and internal operational policies.
• Monitor operational risks and implement controls to reduce fraud and system failures.
• Coordinate with IT and technical teams to resolve system issues and improve platform performance.
• Improve operational processes to enhance efficiency and service delivery.
• Oversee agent network operations including onboarding, liquidity monitoring, and performance management.
• Track operational KPIs and prepare performance reports for executive management.
• Lead incident management and ensure timely resolution of operational disruptions.
• Support product launches from an operational readiness perspective.
• Manage vendor and service provider relationships related to operations.
• Ensure proper documentation of operational procedures and workflows.

Qualifications and Experience

• Bachelor’s Degree in Business Administration, Operations Management, Finance, Information Systems, or related field.
• Minimum of 5 years’ experience in operations management, preferably in mobile money, banking, fintech, or telecommunications.
• Proven experience in managing operational teams and large-scale transaction environments.
• Strong understanding of payment systems, reconciliation, and financial operations.
• Experience in regulatory compliance within financial services.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and operational reporting tools.

Desired Attributes

• Strong leadership and people management skills.
• High attention to detail and operational discipline.
• Strong risk management mindset.
• Ability to perform under pressure and manage critical incidents.
• Strong communication and stakeholder management skills.
• Results-driven and improvement-oriented mindset.

• Oversee daily operations of the mobile money platform, ensuring system uptime and service continuity.
• Manage transaction processing, settlement processes, and reconciliation coordination.
• Supervise operations teams including customer support, agent operations, and back-office functions.
• Ensure compliance with regulatory requirements and internal operational policies.
• Monitor operational risks and implement controls to reduce fraud and system failures.
• Coordinate with IT and technical teams to resolve system issues and improve platform performance.
• Improve operational processes to enhance efficiency and service delivery.
• Oversee agent network operations including onboarding, liquidity monitoring, and performance management.
• Track operational KPIs and prepare performance reports for executive management.
• Lead incident management and ensure timely resolution of operational disruptions.
• Support product launches from an operational readiness perspective.
• Manage vendor and service provider relationships related to operations.
• Ensure proper documentation of operational procedures and workflows.

• Strong leadership and people management skills.
• High attention to detail and operational discipline.
• Strong risk management mindset.
• Ability to perform under pressure and manage critical incidents.
• Strong communication and stakeholder management skills.
• Results-driven and improvement-oriented mindset.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and operational reporting tools.

• Bachelor’s Degree in Business Administration, Operations Management, Finance, Information Systems, or related field.
• Minimum of 5 years’ experience in operations management, preferably in mobile money, banking, fintech, or telecommunications.
• Proven experience in managing operational teams and large-scale transaction environments.
• Strong understanding of payment systems, reconciliation, and financial operations.
• Experience in regulatory compliance within financial services.