MFS & VAS Operations Manager at AirtelTigo

Job Summary

The successful candidate will join our team as a Manager for MFS and VAS Operations in the IT Department. Reporting to the Director for IT Operations, you will coordinate activities of all personnel responsible for operating and maintaining customer-facing technological services and products.

You will oversee services including Prepaid Charging Systems, Scratch Cards, E-Top Up Systems, Mobile Financial Services, Short Message Services, CRBT Services, USSD, and other Value-Added Platforms. The MFS and VAS Operations Manager will establish operational processes, efficiencies, and standardization within the organization while ensuring adherence to set targets and performance management relating to MSP or internal team deliverables.

Key Responsibilities

• Coordinate activities of technical personnel and Managed Services teams in charge of MFS & VAS Platforms
• Ensure optimal adherence to Mobile Money processes and fraud management protocols; identify and close potential fraud vulnerabilities on the mobile money platform
• Establish and maintain daily, weekly, and monthly reports for all relevant activities, trends, and revenues in the mobile money structure
• Maintain and ensure 99.99% uptime and accessibility of all VAS & MFS ecosystem components while performing day-to-day operational activities
• Monitor system performance and implement required actions to maintain services in accordance with SLAs
• Resolve incidents and internal/external customer complaints in a timely manner; escalate unresolved issues to L3 team as necessary and follow up until closure
• Ensure all MFS & VAS incidents are resolved within their defined SLAs
• Ensure strict adherence to all MFS and VAS SLAs (service request, incident, and problem management)
• Implement proactive monitoring and preventative measures

Position Details

• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom