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

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.

What we can offer you

• Culture -We put our people first and prioritize the well-being of every team member. We've built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation - You'll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.