Partner Operations Representative

How you'll help us achieve it

The PartnerOps team's mission is to integrate and maintain all the Bill pay our users want in the apps (Customer, agent, business) as soon as possible. In detail, we should keep payments as reliable and available as possible, ensure our business accounts are funded, and build good relationships with our partners.

We’re looking for a Mali-based candidate who is resourceful, determined, tenacious, and diligent—someone who thrives on getting things done. This role will also involve supporting operations across all Wave Opcos

In this role, you’ll be expected to :

Manage operationally escalated cases by the Support Teams.

Interpret information about a user and inform partners.

Interpret Sigma Chart

Make collections, forecasts, reconciliations, and follow them up until their effectiveness.

Have clear communication with partners regarding issues, claims, and outages.

Escalate cases/Claims,/Outages to the partners.

Communicate clearly with the team's support and the rest of the product team (verbally and in writing).

Ship announcements with simple subject matter for public consumption with strict supervision.

Effectively write and ship most announcements with the necessary final supervision.

Be a very organized person (keeps good notes and communicates effectively on Slack and Google Suite).

Be multitasking (can do many tasks simultaneously: being on duty, treating bugs, claims, and requests addressed to partner Ops, and interacting with other departments for their needs).

Communicate precise requirements clearly to the eng team without team lead or product manager intervention (persuasive, can convince).

Key details

You'll work from our office in Bamako.

Work authorization in Mali is required.

This is a permanent position.

Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.

We offer generous health insurance for yourself and your dependents.

We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

Fluency in English and a local language.

At least a Bachelor's degree in IT or a related discipline.

2 - 3 years of experience in a comparable position.

You might be a good fit if you

Having competence in SQL is a bonus but not required.

Love solving problems for our awesome customers.

Worked in a Bank / Financial Institute / Telcos.

Have relationships and an established network of contacts to help achieve business goals.

Are seeking to achieve excellence in everything you do.

Have a mobile wallet or money transfer background.

Are an excellent listener who makes other people feel heard.

Can also teach others to communicate effectively.

Have a sense of responsibility and can take the initiative.

Have Team spirit and good work organization.

Have the Ability to deeply understand and succinctly communicate users’ needs to lead and the rest of the product team.

Are autonomous (people who can work under pressure and can own a part of the processes of the tasks).