Manager - Onboarding Operations, Commercial at MTN Nigeria

Mission:

• Responsible for overseeing the onboarding process for new customers, agents, and merchants.
• Responsible for managing the back office staff to drive team and task efficiency.

Description:

• Onboard new agents, customers, and merchants onto the EWP portal and guide them through the process.
• Ensure queries and complaints on merchant, customer, and agent setup on relevant portals are addressed.
• Ensure support is provided to the MoMo field implementation team on all agent and merchant-related complaints.
• Take responsibility for KYC and anti-money-laundering checks to ensure regulatory compliance.
• Constantly checking the onboarding progress of agents, merchants, and customers with the distribution and customer management teams on action items
• Responsible for providing support on set-up and other agent-related operational issues for partner banks and other financial institutions.
• Ensure timely registration and support for agents, merchants, corporations, and service providers.
• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders.
• Input into product and service testing, support, and implementation.
• Prepare and timely share all relevant Fintech reports for internal and external stakeholders.
• Accountable for the morale, performance, and development of the function’s human capital
• Cascade and socialize work structure processes to enable adoption by the team.
• Ensure the assigned team is led, motivated, and rewarded to achieve KPAs.
• Ensure that coaching and mentoring programs and personal development plans are in place for all staff members.
• Ensure effective management of diversity among personnel in the function.
• Identify staff training and development needs and implement necessary actions in collaboration with HR.
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines.
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts.
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting) in collaboration with HR.
• Coach and mentor direct reports.

Education:

• Degree in any related discipline or its equivalent in the area of specialization
• Relevant postgraduate qualifications are an advantage.

Experience:

• 6 to 13 years’ work experience
• Experience in Fintech, banking or Mobile Money is preferred
• Experience in Mobile Money back-office operations & support
• Experience in Agent & Merchant Management
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred