Manager, Fintech Operations at MTN Ghana

Job Summary

We are seeking a Manager, Fintech Operations to oversee all operational activities for Mobile Money Limited. This role encompasses customer experience management, third-level customer support, training and capacity building, as well as the management of subscriber, agent, and merchant onboarding and support processes.

Job Context

This position operates within a highly competitive and evolving fintech industry characterized by:

• Multi-regulated environment with complex stakeholder management
• Environmental, social, and governance (ESG) prioritization
• Partnership-driven business practices
• High demand for innovative fintech and digital experiences
• Performance-driven culture
• Adherence to global MTN Group fintech standards and best practices
• Active media engagement and brand reputation management
• Market convergence and exploration of non-traditional revenue streams
• Agile ways of working

Key Responsibilities

• Efficiently manage all operational activities within Mobile Money Limited (MML)
• Provide operational support to internal MTN MoMo teams and third-party partners
• Develop, manage, and ensure adherence to MML operational policies, processes, and procedures
• Manage partner bank relations and coordinate service support
• Oversee onboarding platforms and processes for subscribers, merchants, and agents
• Manage operational user guides, manuals, and policy documentation
• Maintain customer records in compliance with regulatory requirements
• Develop and implement training programs to build capability for internal and external stakeholders
• Manage user specifications and change requests for system and process redesign activities
• Coordinate operational audits, governance, and risk management activities

Location

Accra, Ghana

Employment Type

Full-Time