Operations Manager - Super App at Vodafone Global Enterprise

Role Purpose/Business Unit:

• As an Operations Manager for our Super App, you will be responsible for overseeing a wide range of crucial operational functions. You will play a pivotal role in ensuring the smooth functioning of our platform while maintaining the highest standards of integrity, security, and customer satisfaction

Your responsibilities will include:

Audit Findings Management

• Review and address audit findings promptly, ensuring compliance with regulatory requirements and internal policies.
• Develop and implement corrective action plans to mitigate risks identified during audits

Fraud Operations

• Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. 
• Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.  

AML Operations 

• Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. 
• Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.

Front Line Operations 

• Indirect monthly management and supervision of the front-line customer servicing team (COPS) to ensure SLAs while optimising on the OPEX and CAPEX costs pertaining support resources

Second Line Support Queries:

• Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams. 
• Collaborate with cross-functional teams to resolve complex customer issues efficiently.

Refunds Management:

• Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests. 
• Analyse refund trends and implement measures to minimize refund-related risks.

Reconciliation:

• Oversee reconciliation processes to ensure accuracy and completeness of financial transactions.
• Investigate and resolve discrepancies in a timely manner to maintain data integrity.

Incident Management:

• Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents.
• Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.

Ad Hoc Operational Issues:

• Address ad hoc operational issues promptly, utilizing problem-solving skills and cross-functional collaboration
• Implement preventive measures to mitigate the recurrence of operational issues.

The Ideal Candidate for this role will have:

Must have technical / professional qualifications and experience: 

• Bachelor's degree in Business Administration, Finance, or a related field will be preferred. Advanced degree or professional certification (e.g., CAMS for AML) is a plus. Proven experience of 10 years in operations management, preferably in the technology or financial services industry. OR Matric Related short courses Proven experience 8-10 years of operations management , preferable in the technology or financial services industry

Core competencies, knowledge, and experience:

• Leadership:  Ability to inspire and motivate teams to achieve operational excellence, foster collaboration, and drive results.
• Decision-Making: Sound judgment and decision-making skills to prioritize tasks, allocate resources, and address operational challenges.
• Adaptability: Flexibility and resilience to thrive in a fast-paced environment with evolving priorities and challenges.
• Team Management: Experience in leading and developing high-performing teams, including coaching, mentoring, and performance management.
• Strategic Thinking: Ability to align operational initiatives with broader organizational goals and contribute to long-term strategic planning.
• Budgeting and Financial Optimisation: Ability to efficiently plan resource budgets and optimise:  where possible to ensure savings
• Operations Management: Proven track record of success in managing end-to-end operational functions, preferably in a technology-driven environment.
• Financial Services: Experience in the financial services industry, with a focus on areas such as fraud prevention, AML compliance and financial reconciliation relating to transactional accounts and client facing digital applications. Super App would be beneficial.
• Team Leadership: Experience in leading and developing cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Crisis Management: Experience in managing operational disruptions, security incidents, and other crisis situations, with a focus on minimizing impact and ensuring business continuity.
• Process Improvement: Track record of driving process improvements and operational efficiencies through the implementation of best practices, automation, and optimization initiatives.
• Stakeholder Engagement: Experience in building and managing relationships with internal and external stakeholders, including senior leadership, regulators, and business partners.

Key accountabilities and decision ownership:

• Operational Efficiency: Ensure the smooth functioning of various operational processes, including audit findings management, fraud operations, AML compliance, support queries resolution, refunds management, reconciliation, incident management, and handling ad hoc operational issues.
• Customer Satisfaction: Maintain high levels of customer satisfaction by promptly addressing support queries, resolving issues, and implementing measures to enhance the overall user experience.
• Process Improvement: Continuously evaluate operational processes and procedures to identify opportunities for efficiency gains, cost reduction, and enhanced risk management.

We make an impact by offering: 

• Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies