Business Operations Manager (Monnify Payment Gateway) at Moniepoint Inc. (Formerly TeamApt Inc.)

Job Summary

• Beyond building a great product, effectively managing the daily operations of the product is equally important and very critical to the overall success of the product.
• We're looking for a smart, intelligent, empathetic, passionate and experienced individual to head business operations at Monnify.
• The operations manager duty commences once a product or feature is launched, as he/she would be responsible for activities required for smooth running and support of the product from an operations perspective.
• Amongst your responsibilities would be creating, managing, training and mentoring an effective operations team comprising of settlement, reconciliation, dispute, fraud, customer support teams, and defining processes and procedures for the effective collaboration and functioning of these teams.
• Working with various teams within and outside the organisation, the operations manager is responsible for fulfilling our key mission of providing financial happiness to Monnify's stakeholders.
• If this excites you, it excites us too and we would love to have you on board.

What you'll get to do

• Manage day to day post-launch activities required for smooth operation of Monnify's products and services.
• Work with other functional unit heads in defining, documenting and implementing an effective operations structure.
• Manage and improve the operation processes and procedures of all units through constant review and optimisation of each process, as well as facilitating effective coordination and communication between all units within the organisation.
• Working with other functional unit heads, define, document, and track processes, working procedures, policies and KPI for all units within the operations team.
• Liaise with both internal and external stakeholders on matters relating to the operation of Monnify services. This includes compliance initiatives, settlement and reconciliation activities, fraud management, payment recovery, disputes etc.
• Liaise with both external and internal technical partners in prompt identification, resolution and documentation of issues that may arise during the operation of Monnify services.
• Build customer intimacy and drive speed and quality through an empowered divisional structure.
• Work with internal teams in ensuring merchants and customer issues are promptly resolved.
• Work with the product development, marketing and digital communications team in communicating effectively with merchants on service downtimes, product updates and any other important information relevant to Monnify's merchants.
• Gather product feedback for the product team by directly engaging with merchants to understand their pain points or from analysis of customer support tickets.
• Contribute to product roadmap planning, prioritisation and execution.

To succeed in this role, we think you should have

• Proven experience in banking or payment operations.
• Excellent understanding of how payments work.
• Good knowledge and understanding of how software products work.
• Excellent communication skills (both written and verbal).
• Strong interpersonal skills and ability to form alliances and partnerships with other organisations.
• Strong project management and execution skills.
• Intermediate knowledge of data analysis tools e.g. SQL, Excel etc. (Optional)
• Minimum of 6 years' experience in Banking Operations with at least 3 years in a supervisory role in operations management in Banking or Financial services sector.
• Strong process discovery and improvement skills.
• Strong customer empathy.
• Resourcefulness and grit.