Partner Operations Team Lead
How you'll help us achieve it
Our Partner Operations team is dedicated to seamlessly integrating all bill payment services our users desire across all our applications - customer, agent, and business. Our mission is to ensure these payment services are implemented and maintained efficiently, providing the highest level of reliability and availability. Your role is to strive to keep our business accounts well-funded while fostering strong, mutually beneficial, and sustainable relationships with our partners.
In this role, you’ll;
Lead, coach, and mentor a high-performing partner operations team by efficiently supervising Partner Operations Representatives.
Plan the team’s activities and schedules and assign them accordingly.
Manage and resolve partner cases and issues escalated by our customer support teams.
Interpret Sigma charts and utilise the data to support and make meaningful decisions for our internal teams and partners.
Maintain clear communication with users about issues, claims, and outages.
Escalate all cases, claims, and outages to the appropriate teams to be resolved.
Communicate clearly and coordinate with various teams to support our partners effectively and promptly. Depending on the scenario, these include customer support, product teams, engineering, finance, compliance, and others.
Ship announcements with easily understandable subject matters for public consumption
Treat bugs and requests promptly and address them with the integrations team to support our partners better.
Communicate precise partner requirements clearly to the engineering team with little or no product manager intervention.
Key details
Location: You'll work from our office in Abidjan, Côte d'Ivoire, and may travel to field locations.
Work authorization in Côte d'Ivoire is required.
This is a permanent position.
Our salaries are competitive and calculated using a transparent formula.
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, French, and a local language.
A bachelor's degree in IT or a related discipline.
At least 4 years of experience in a comparable position in partner operations, customer service, or back Office.
At least 2 years' experience as a team lead.
Deep and detailed technical expertise that impacts and pushes the team to high standards.
SQL competence is preferred but not required.
You might be a good fit if you
Love solving problems and can produce high-quality work, that exhibits a strong sense of ownership for outcomes.
Have strong organizational and time management skills.
Possess the ability to point out innovative and impactful strategies.
Have a good understanding of financial services from a bank, financial institution, fintech, or telco.
Have good analytical skills to interpret complex data and make actionable recommendations.
Experience in eliciting, analyzing, and documenting functional and technical requirements.
Have developed and implemented payments/ reimbursement processes with minimal guidance.
Can successfully lead teams to achieve ambitious goals through effective coaching and mentorship and helping them to prioritise well.
Adjust quickly to changing priorities and conditions and cope effectively with complexity and change.
Are excessively detail-oriented and seek to achieve excellence in everything you do.
Are an excellent listener with the ability to deeply understand and succinctly communicate users’ needs to lead and the rest of the product team.