Job Title: Manager – Partner Operations
Organisation: MTN Mobile Money Uganda Limited
Duty Station: Kampala, Uganda
Reports to: General Manager – Financial Operations
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Manager – Partner Operations is responsible for day-to-day partner operational needs of Financial operation, this involves management of customers database, onboarding of new partners, management of partners resolutions and ensuring compliance to partners contract set up in Mobile money system, driver product innovation and provide back office support for the field sales force for MTN Mobile money Uganda Limited.
Key Duties and Responsibilities:
- Management of internal stakeholders (IT, Commercial, Risk and compliance, Legal and regulatory, customers operations on applications (documents) due for review, approval, contract sign-off Contract issuance forms and others as detailed in the on-boarding process within the agreed SLAs (Service Level Agreements).
- Initiate and implement all process improvement aimed at improving customers, agents, merchants and partners satisfaction and loyalty.
- Ensures strict adherence to MTN Mobile money processes and procedures across financial operation.
- Provide support on all Merchants, agent and partners management issues and ensure timely resolution.
- Ensure accuracy in vetting Mobile Money application (documents) in line with the approved KYC (Know Your Customer) checklist and processes.
- Provide weekly and monthly report on performance of partner operations to GM- Financial Operations
- Maintain and update the respective databases/ online partner on boarding tool in relation to progress of applications for ease of reference by the respective stakeholders.
- Manage resolution of customer queries/incidents logged through Remedy/emails or face-to-face, relating to On-Boarding and KYC Management
- Resolve Audit and control findings within specified timelines and ensure no repeat findings.
- Ensure 100% accountability for all applications received (No misplacement of documents)
- Ensure training for partners within the required SLAs who have had the service requested for activated on the Mobile Money system.
- Draft and update, review and have training materials approved.
- Review and coordinate with the relevant stakeholders on having the partner portal updated in line with the updated process and approved KYC requirements.
- Review, update, and coordinate sign offs of processes for the section within the required timelines
- And execute any other duties that may be assigned through the reporting structure
Qualifications, Skills and Experience:
- The applicant for the MTN Uganda Mobile Money Manager – Partner Operations job must hold a Bachelor’s degree or equivalent Business qualification
- Three to five years of experience in Customer KYC management in financial services or telecom
- Team leadership and coaching
- Proficient- Managing Clients/supplier relationships with frequent communication to senior management
- High Integrity
- Relationship building
- Open dialogue
- Complete accountability for performance
- Sense of urgency in solving problems and completing work task
- Fintech and Telecommunications industry
- Local regulatory requirements/trends and operational best practice
- Customer identification documentation requirements and business founding documentation
- Customer Lifecycle Management
- High Volume records management
- Reporting and Performance analysis
- Relationship management
- Scanning Skills – to set new Ideas, trends & Principles
- System thinking – understanding the “Big Picture”
- Business acumen – Understanding of the business as a whole
- Strong analytical skills
- Planning skills
- Influencing skills
- Time Management, specifically, the ability to prioritize
- Flexibility – the ability to adapt and change
- Innovation skills
- Presentation skills
- Attention to Detail
- Multi-tasking with the ability to prioritize
How to Apply:
All candidates who wish to join MTN Mobile Money Uganda Limited in this capacity should apply online
Deadline: 22nd May 2023