MFS & VAS Operations Manager at AirtelTigo

Job Summary

We are seeking an experienced MFS & VAS Operations Manager to join our IT Department. You will report to the Director of IT Operations and coordinate activities of all personnel responsible for operating and maintaining customer-facing technological services and products.

You will oversee a range of critical systems including Prepaid Charging System, Scratch Cards, E-Top Up Systems, Mobile Financial Services, Short Message Services, CRBT Services, USSD, and other Value-Added Platforms. In this role, you will establish operational processes, drive efficiencies, standardize procedures across the organization, and ensure adherence to set targets and performance management standards for both MSP and internal team deliverables.

Key Responsibilities

• Coordinate activities of technical personnel and Managed Services teams responsible for MFS & VAS Platforms
• Ensure optimal adherence to Mobile Money processes and fraud management protocols; identify and close any potential fraud vulnerabilities on the mobile money platform
• Generate and maintain daily, weekly, and monthly reports for all relevant activities, trends, and revenues within the mobile money structure
• Maintain and ensure 99.99% uptime and accessibility of all VAS & MFS ecosystem components
• Perform day-to-day operational activities in accordance with established SLAs
• Monitor system performance and implement required actions to maintain service availability per SLA requirements
• 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 respective SLAs
• Maintain strict adherence to all MFS and VAS SLAs (service request, incident, and problem management)
• Implement proactive monitoring and preventative measures

Job Details

• Company: AirtelTigo
• Location: Accra, Ghana
• Employment Type: Full-Time
• Category: IT/Telecom