Who we are
Moniepoint is an all-in-one financial services platform for emerging markets and the second-fastest growing company in Africa.
Since 2019, Moniepoint’s technology has powered over 3 million people, offering personal and business banking, payment, credit and business management tools to help them succeed. Moniepoint processed $182 billion in 2023, and currently processes the majority of the POS transactions in Nigeria.
Monnify is Moniepoint's payment gateway, powering online and offline payment processing for businesses globally. Within its three years of existence, Monnify currently processes millions of dollars worth of transactions daily, with over 5,000 businesses.
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.
About the role
Location: Hybrid (Full Time)
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.
What to expect in the hiring process
- A preliminary phone call with the recruiter
- An interview with a business lead.
- A behavioural and technical interview with a member of the executive team.
