Fresh Jobs Available at Mukuru

Duties and Responsibilities (Include but are not limited to):

To assist Field Agents who contact the Mukuru call centre, the Agent Support Line, Whatsapp channels, Zendesk, Xcally, Snapengage, email, or any other accepted method of communication from the Mukuru or Remitix group of companies:

• Identify the Sales Consultant and obtain the relevant information
• Establish the query and provide assistance in answering
• Verify client details when required
• Verify registrations when required
• Resend OPT (One Time Pin) SMSs when requested
• Resolve the Sales Consultant’s query where possible or escalate to the Agent Support Team Lead

To provide support and guidance to the Sales Consultants/Agents:

• Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
• Assist with general information
• Assist with App Queries and Device Set Up
• Assist with Payroll Issues
• Keep the Sales Force updated with any new information communicated internally that may be applicable to them

To uphold the company brand:

• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality and adherence to the POPI Act

To manage own professional and self-development:

• Monitor and manage own targets
• Attend KPI meetings with Agent Support Team Leader
• Attend monthly performance meetings
• Attend all required training courses for new products
• Participate in all required compliance training and assessments

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course (Essential)
• Communicating in Mandarin (Essential)
• 6 months Sales and Support Consultant experience (Essential)
• Contact centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Additional Skills

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Selling skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail

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Duties and Responsibilities (Includes but are not limited to):

• Responsible for customer journey mapping of direct marketing campaigns across all direct channels
• Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
• Assigning customer target files to deals and creative together for personalised customer experience
• Design and implement quality assurance on all work
• Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
• Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
• Responsible for the set up and reporting of customer surveys
• Report on campaign objectives laid out in the brief
• Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
• Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
• Managing trigger campaigns throughout the customer lifecycle to maximise sales.
• A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
• Ensuring campaigns comply with current best practice and legal compliance
• Identify target audience and opportunities to grow our direct marketing lists

Key Requirements:

• Degree or relevant marketing qualification
• Minimum of 4 years' experience in a CRM role
• Must have worked for an online transactional business, with a strong digital presence
• Experience working on or developing customer lifecycle programmes
• Experience with triggered communication and complex segmentation
• Experience with CRM tools and content management systems
• Advanced experience with MS Office tools and G-suite Google Docs
• Strong understanding of data management and governance
• Strong interpersonal skills and ability to work within cross-functional teams
• Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
• Must be agile and able to change direction quickly

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Duties and Responsibilities (Include but are not limited to):

Plan and execute integrated marketing campaigns

• Document comprehensive campaign briefs outlining objectives, target audience, messaging, channels, and KPIs.
• Collaborate with the team to create compelling campaign assets including ad creatives, email templates, landing pages, and social media content.
• Coordinate with internal teams and external agencies to ensure seamless execution of campaign elements across all channels.
• Monitor campaign progress and make real-time adjustments to optimise performance and maximize results.
• Produce post-campaign reports with detailed analysis of key metrics, insights gained, and recommendations for future improvements.
• Manage the campaign calendar for assigned products.
• Liaise with the relevant Country Manager as required.
• Take responsibility for all communication across various channels and platforms.
• Work with the digital team to identify monthly themes to promote each corridor products as discussed with Product or Country Managers based on strategy.
• Carry out weekly sales review and when necessary, create plans to mitigate losses.
• Weekly review of the website and other platforms to ensure all information is up-to-date and brief changed to Digital Marketing Manager.

Collaborate with cross-functional teams

• Facilitate cross-functional brainstorming sessions to generate innovative campaign ideas and execution plans.
• Work closely with product development teams to align campaign messaging with product features and benefits.
• Collaborate with sales teams to ensure marketing materials and initiatives support their efforts and drive sales objectives.
• Engage with creative teams to develop visually appealing and on-brand campaign assets that resonate with the target audience.
• Communicate regularly with key stakeholders to provide updates on campaign progress, solicit feedback, and address any concerns or challenges.
• Liaising with suppliers for production of artwork or final products.
• Ensure all suppliers are listed and details updated on the supplier database.

Utilise market research and customer insights

• Conduct market research and competitive analysis to identify trends, opportunities, and threats in the fintech industry.
• Analyze customer data and feedback to gain insights into their needs, preferences, and challenges.
• Segment the target audience based on demographic, psychographic, and behavioral factors to tailor campaign messaging and targeting.
• Investigate and understand different customer personas to inform campaign structure and execution.
• Leverage customer journey mapping to design campaigns that effectively engage customers at each stage of the purchasing process.
• Stay abreast of industry regulations and compliance requirements to ensure all marketing activities adhere to legal and ethical standards.

Monitor and analyse campaign performance

• Set up tracking mechanisms to monitor campaign performance across various channels and platforms.
• Analyze key performance indicators (KPIs) such as click-through rates, conversion rates, and return on ad spend, to assess campaign effectiveness.
• Identify trends and patterns in campaign data to uncover insights and opportunities for optimization.
• Conduct experiments to evaluate different campaign elements and tactics and determine the most effective approaches.
• Generate regular performance reports and dashboards to communicate results, insights, and recommendations to key stakeholders.

Manage campaign budgets and resources

• Produce detailed budget plans outlining allocation of funds across different marketing channels and activities for approval.
• Track expenses and monitor budget utilisation to ensure adherence to financial targets and objectives.
• Identify opportunities for cost optimisation and efficiency improvements without compromising campaign quality or impact.
• Negotiate contracts and pricing with external vendors, partners, and agencies to secure competitive rates and maximise ROI.
• Allocate resources effectively, balancing workload and priorities to ensure timely delivery of campaign deliverables within budget constraints.

Key Requirements:

• Bachelors degree or Advanced Diploma in Marketing, Business or related field
• 5 years’ Proven experience in managing campaign.
• Experience in the fintech industry or relevant financial services sector will be an added advantage.
• Understanding of the fintech industry, financial services, and digital banking, including experience in marketing fintech products.
• Project management skills with the ability to manage multiple campaigns simultaneously and meet deadlines.
• Analytical skills and experience with data-driven decision-making
• Collaboration skills and the ability to work effectively with various teams, including product development, sales, and customer support
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Creativity and a keen eye for design and messaging
• Proficiency in marketing analytics and metrics, with the ability to interpret data to drive decision-making and optimise campaigns.

Key competencies:

• Teamwork
• Providing Insights
• Networking
• Generating Ideas
• Professional Expertise

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Duties and Responsibilities (Include but is not limited to):

• Process email alerts for watchlist hits effectively
• Receive realtime, automated as well asesclated alerts of Watchlist hits
• Determine if the hits were true or false positives by completing all the necessary compliance regulated due diligence
• In the case of a false positive, then release the individual
• Provide feedback to the relevant staff when their customer has been Whitelisted of if they were a true hit
• Maintain a worksheet record of all actioned hits
• Ensure all hits are captured accurately with all relevant information
• Provide world class customer service to Mukuru customers with compliance queries
• Respond to customers queries timeously and professionally
• Ensure world class communication according to the standard quality assurance documentation, cadence and SLA outlines
• Provide accurate and up-to-date information as needed
• Ensure correct documentation is received by customers
• Assist with outbound calls and live calls from customers regarding compliance issues
• Liaise with the Forensics team to provide Watchlist information
• Effectively liaise with the Forensic and AML team
• Escalate and communicate all true watchlist hits to the forensic and AML team
• Ensure all information is accurate in order to be reported to the Regulator
• Uphold the company brand
• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Manage own professional and self-development
• Monitor and manage own targets
• Attend monthly KPI meetings with Team Leader
• Prepare for and attend bi-annual performance reviews
• Complete all required compliance training and assignments
• Attend all refresher training on any updates on existing products, service, and processes

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course
• Understanding and speaking of English and Shona OR Chichewa
• 2 years call centre experience (Essential) or 1 years compliance experience (Essential)
• Knowledge of compliance regulations
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles

Additional Skills

• Multitasking skills
• Computer skills
• Telephone skills
• Written communication skills
• Organisational &administrative skills
• Attention to detail
• Interpersonal skills

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Duties and Responsibilities (Includes but is not limited to):

• Review organisation business processes
• Conduct risk analysis and audit planning relevant to the business processes
• Carry out audits in terms of the IIA Standards and IA Methodology
• Identify shortcomings, inefficiencies, inadequacies in controls
• Propose value-added recommendations for improvements to current business processes
• Engage with relevant management on findings and obtain their management actions
• Conduct follow-up reviews and ensure that management actions have been addressed.
• Evaluate the efficiency of risk management procedures that are in place
• Identify areas of risk to the business and advise on ways to mitigate all identified risks.
• Protect against fraud and theft of the organisations assets
• Ensure fraud checks and safeguarding of assets are top of mind and included in all audit procedures.
• Guide and advise management on internal controls that need to be in place to mitigate against fraud and theft of assets
• Ensure that the organisation adheres to the relevant Compliance legislation
• Make recommendations on how to improve internal controls and governance processes
• Ensure governance procedures are adhered to and escalate all non-compliance
• Compile high quality and value adding audit reports in line with IIA Standards and IA Methodology
• Assist the IA HOD in compiling the annual risk-based audit plan
• Prepare information for the Audit Committee reporting and other IA reporting
• Manage own audit plan and complete audits within the required timelines.
• Manage own professional and self-development

Key Requirements:

• Grade 12 / or equivalent (Essential)
• B Com degree /BTech- Internal Auditing or equivalent qualification (Essential)
• Certified Internal Auditor (CIA) or equivalent qualification (Desirable)
• 5 years’ experience as a Corporate Internal Auditor (Essential) with 2 at a senior level
• Completion of IA training/articles (Desirable)
• Proven experience of recommending new systems and controls (Essential)
• Previous experience in a Fintech Internal Audit department (Desirable)
• Knowledge of internal audit principles and standards
• Knowledge of business processes
• Knowledge of control systems
• Knowledge of risk management
• Knowledge of corporate governance and King Code IV
• Knowledge of combined assurance and internal financial controls
• Knowledge of Financial Crime and Compliance legislation, compliance procedures and standards

Additional skills:

• Strong verbal & written communication
• Attention to detail and high quality work
• Organised
• Assertive
• Analytical and interpretation skills
• Business acumen
• Research and data mining/analytics skills
• Proposing systems and controls to improve processes
• Computer literate (MS Office)

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Duties and Responsibilities (Include but are not limited to):

Compliance Management

• Ensure the company’s operations comply with all relevant exchange control regulations, including those related to foreign currency transactions, cross-border payments, and other related financial activities.

Policy Development

• Develop, implement, and maintain exchange control policies and procedures that align with regulatory requirements and industry best practices.

Monitoring and Reporting

• Monitor all relevant transactions and activities for compliance with exchange control regulations. Prepare and submit required reports to regulatory authorities in a timely and accurate manner.

Risk Management

• Identify potential exchange control risks and develop strategies to mitigate them. Provide guidance and support to other departments to ensure understanding and compliance.

Stakeholder Engagement

• Act as the primary point of contact for regulatory bodies and auditors concerning exchange control matters. Liaise with internal teams, including Legal, Finance, and Operations, to ensure cohesive compliance efforts.

Training and Development

• Develop and deliver training programs to educate staff on exchange control regulations and the importance of compliance.

Continuous Improvement

• Stay updated on changes in exchange control regulations and adapt company policies and procedures accordingly. Drive continuous improvement initiatives within the compliance framework.

Stakeholder Engagement

• Liaise with regulatory authorities and industry bodies to represent the company’s interests, as required.
• Collaborate with cross-functional teams, including Legal, Risk, Commercial and Operations, to address compliance-related issues.

Key Requirements

• Grade 12 or equivalent
• Bachelor’s degree in finance, Law, Business Administration, or a related field. A master’s degree or professional certification is preferred.
• Minimum of 5 years of experience in compliance within the financial services sector, with a focus on exchange control as it pertains remittance and payments.
• Demonstrated expertise in regulatory requirements and industry best practices.

Additional Skills

• Strong understanding of financial regulations, amongst various jurisdictions across Africa.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Effective communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Proficient in using compliance management tools and technology.
• Ability to work independently and manage multiple projects simultaneously.

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Duties And Responsibilities (Include but not limited to):

• Co-create and drive implementation of a comprehensive treasury management strategy that supports Mukuru's goals and objectives
• Conduct research on industry trends and best practices and ensure Mukuru's treasury management practices are in line with regulatory requirements and industry standards.
• Contribute to the development and implementation of policies and procedures to manage foreign currency exposure and interest rate risk.
• Ensure updated Treasury standard operating procedure documentation is in place and aligned to regulatory requirements.
• Establish and manage compliance controls for Treasury operations and ensure identified risks and audit findings are proactively managed.
• Analyse the functionality of the current systems and processes and consider whether fit for purpose.
• Oversee complex project roll-out of treasury management systems across the group and ensure adequate training is provided.
• Support the Head of Treasury in the development and implementation of financial models to support decision-making related to cash management, investments, and capital structure.
• Continuously review effectiveness of cashflow forecasting tools and provide guidance and support on initiatives to automate processes to optimise Group funds
• Support the Head of Treasury in the overall management of debt and credit facilities, supporting the negotiation of loan agreements and covenants.
• Build relationships with banks, investment banks, and other financial institutions to ensure Mukuru has access to the necessary financial services and products across all corridors.
• Build relationships with internal stakeholders, country managers, commercial and growth teams, and ManCo, to provide subject matter advise and partner effectively in complex expansion projects.
• Prepare financial analysis and calculations for new opportunities and treasury cost savings across the Group.
• Responsible for ensuring group entities have adequate working capital to meet daily, weekly, monthly, and quarterly cash flow needs.
• Second line review of remittance funding rolling cash flow forecast
• Management reporting on liquidity and cashflow position
• To provide Treasury support on projects and operations across the Group where Treasury representation is required.
• Oversee group intercompany payments in line with regulatory requirements of each country that Mukuru operates.
• Oversee annual KYC refreshers for existing banking and liquidity partners.

Key Requirements

• Bachelor’s degree or higher qualification in Finance (Essential)
• CA (SA) or ACT qualified (Essential)
• Completed articles in the banking fintech sector (Desirable)
• Experience in working with VAS products (Desirable)
• +5 years’ staff managerial experience (Essential)
• Experience in treasury management (Essential)
• Proficiency in treasury management systems and financial software (Desirable)
• Exchange control experience (Essential)
• Working in a multinational group/fintech space (Desirable)
• Strong Microsoft Office skills (Essential)
• Strong understanding of financial regulations and compliance requirements
• Aptitude for working with data and financial modelling skills
• Knowledge of accounting principles
• Proactive thinking but also willing to learn and work as part of a team.
• Good organisational skills – ability to manage multiple tasks at the same time.
• Commercial cash and debt facility management experience

Additional skills

• Open, transparent, and adaptable with previous mixed experience of blue-chip and high growth entrepreneurial organisations with the ability to implement best practice, drive change and thrive within less structured and fast-changing environments.
• Exceptional leader: high energy, results oriented, and knows how to influence people in a constructive manner, being capable of building and developing a high performing team.
• Shares a passion for Mukuru’s purpose and enjoys working in a fast-paced, informal but highly ambitious company.
• Hands-on self-starter, who knows what to do without being told, with a no-nonsense ‘get it done attitude’, quickly diagnosing issues, proposing and executing solutions in a short timeframe.
• Ability to work under pressure, commercial acumen, and capable of linking the role to shareholder value creation / profitability.
• Keen to be part of a multi-cultural organisation that is committed to excellence, inclusion, diversity, community development and the environment
• Ability to look for efficiencies and improvements in any process rather than just accept the status quo
   

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Duties and Responsibilities (Include but is not limited to):

Brand Strategy and Development

• Develop and execute a global brand strategy that caters to the specific needs and preferences of target markets as part of our expansion efforts.
• Ensure the brand strategy aligns with the customer journey, providing a consistent and positive experience across all customer touchpoints.
• Incorporate the brand strategy into product positioning, enhancing the appeal of products in target markets.
• Develop and adapt the brand strategy for digital channels, optimising online presence for target markets.

Product Marketing

• Lead the creation of go-to-market strategies that are tailored to new markets and diverse customer segments.
• Develop product marketing strategies that resonates with customers at different stages of their journey, enhancing their experience.
• Ensure clear communication of product value propositions for customers in various markets.
• Lead the development of digital product marketing campaigns to reach and engage customers online.
• Keep abreast of industry best practices and benchmarks related to product marketing to ensure Mukuru is efficient, with the aim to lead the market in product marketing.

Marketing Campaigns

• Oversee marketing campaigns targeted at specific expansion regions to maximize brand visibility.
• Lead collaboration efforts with cross-functional teams to create campaigns that address customer pain points and drive a seamless journey.
• Lead the execution of promotions for product-specific campaigns in line with market expansion efforts.
• Oversee the deployment of digital campaigns to engage target audiences through online channels, including social media and search engines.

Digital Strategy

• Lead digital strategies that resonates with the cultures and preferences of new markets.
• Oversee the creation of content that guides and supports customers at each step of their journey.
• Responsible for the design and development of product-related content that educates and informs customers about Mukuru products.
• Responsible for the develop of online content aligned with digital channel strategies to engage and inform customers

Team Leadership

• Lead the marketing team in understanding the nuances of new and existing markets and market-specific strategies.
• Foster a customer-centric culture within the marketing team, ensuring alignment with the customer journey.
• Encourage a product-focused approach within the team to effectively market Mukuru products.
• Promote digital expertise within the team to excel in online channel marketing.
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Appoint suitably qualified talent in line with Employment Equity principles and values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Enable a learning and growth culture by encouraging innovation, change agility, collaboration and knowledge sharing within the team.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
• Drive and enable a high-performance culture within the team in order to ensure business objectives are achieved.

Data Insights and Reporting

• Present insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills.
• Lead market research and building of industry standard systems and tools for efficient delivery and availability of insights when required.
• Ensure tracking and reporting on the performance of marketing initiatives in existing and newly expanded markets to enable key business decisions.
• Monitor and analyse customer journey metrics to identify areas for improvement.
• Measure the impact of product marketing efforts on revenue and customer engagement.
• Analyse digital channel performance and ROI to refine online marketing strategies

Budget Management

• Ensure appropriate, financial management, funding, budgetary provisions, and control procedures are in place for area of responsibility.
• Allocate budget resources to support marketing activities in expansion markets.
• Allocate budget for initiatives aimed at enhancing the customer journey.
• Allocate budget for product marketing campaigns to promote Mukuru products.
• Allocate budget for digital marketing initiatives aligned with digital channel strategies.
• Implement risk management, governance, and compliance policies in own area, to identify and manage governance and risk exposure liability.
• Investigate reported findings of non-compliance and initiate corrective actions.
• Provide direction for continuous improvement efforts by managing the identification of opportunities, cost reduction, improvements, and systems enhancement.

Stakeholder Collaboration

• Build and maintain effective business relationships with key stakeholders to manage service delivery in line with business expectations and requirements.
• Engage with key internal and external stakeholders to identify changing business and customer needs and make recommendations to brand and product marketing.
• Lead collaborations with cross-functional teams to ensure alignment with expansion objectives.
• Lead partnership with customer support and product teams to improve the customer journey.
• Work closely with product development teams to align marketing efforts with product strategies.
• Lead collaborations with digital experts and IT teams to optimise online channel strategies.
• Develop and drive execution of work aligned to service level agreements and standards ensuring stakeholders receive clear and accurate information and are kept informed at all times.

Key Requirements:

• Post Graduate Honours Degree or Postgraduate Diploma in Marketing, Business or related field
• 8 years’ Progressive experience in marketing roles within financial/fintech industry
• 5 years’ Strong leadership and team management experience, including leading and developing high-performing marketing teams
• 5 years’ Proven experience in market expansion strategies, including entering new regions and international markets
• In-depth understanding of the fintech industry, financial services, and digital banking, including experience in marketing fintech products.
• Expertise in developing go-to-market strategies, product positioning, and product marketing campaigns.
• Proficiency in budget planning and allocation, ensuring efficient resource utilisation
• Strong collaboration skills and the ability to work effectively with various teams, including product development, sales, and customer support
• Proficiency in data analytics and reporting, with a track record of measuring marketing performance and optimising strategies
• Capability to create and execute a comprehensive brand strategy, guidelines, and market-specific branding
• An understanding of customer journey mapping, customer experience enhancement, and a focus on customer satisfaction
• Proficient in digital marketing strategies, including social media, and online content marketing
• Excellent written and verbal communication skills, including the ability to present marketing strategies and results to executives and stakeholders

Key Competencies:

• Developing Strategies
• Providing Insights
• Networking
• Generating Ideas
• Professional Expertise
• Directing People
• Innovative thinking
• Organisational Awareness
• Analysis and Judgement
• Establish Rapport

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Duties and Responsibilities (include but is not limited to):

• To verify and validate documentation and information supplied by customers when signing up for new accounts
• Keep up to date on any process and regulatory changes
• To report any suspicious activities on customer accounts
• To make outbound calls to customers in order to carry out security checks in assigned corridors
• To aid the verification team as and when required
• To uphold and maintain daily and monthly targets
• To always provide good customer service
• To uphold the company brand
• To manage own professional and self-development

Key Requirements:

• Grade 12 or equivalent (Essential)
• 2 years KYC Experience (Essential)
• Understanding and speaking of Mandarin / other relevant Asian language (Essential)
• Knowledge of money transfer procedures
• Knowledge of KYC regulations
• Knowledge of AML and Fraud
• Knowledge of KYC rules and processes

Additional Skills:

• Computer skills
• Typing skills.
• Telephone skills
• Verbal and written communication skills
• Organisational & administrative skills
• Attention to detail
• Interpersonal skills
• Problem solving skills