Position: Senior Operations Manager
Department: Sasai Econet Financial Services (SEFS)
Reports To: General Manager – SEFS
Main Purpose:
To craft SEFs Operations Strategy to support entire SEFS business in line with SEFs Strategy.
Major Tasks:
- Develops Operations Strategy in line with approved SEFs strategy
- Devolves the annual plans into weekly, monthly, and quarterly plans and informs subordinates.
- Assigns specific roles and duties to available resources and oversees the execution through weekly and monthly meetings.
- Set clear roadmap on client experience as a strategic imperative and train staff on processes and client experience.
- Optimise Operations processes to ensure delightful client experiences.
- Set and Monitor KPIs on client experience for all the client touch points.
- Checks that all payments made from Trust accounts are effected in Ecocash system, are balancing and takes corrective action where necessary.
- Set standards about query resolution including resolution times and escalation procedures.
- Identifies and facilitates resolution of technical glitches between partners and Ecocash system integrations by liaising with technical team.
- Identifies and recommends Ecocash system improvements to GM SEFs
- Adheres to Regulatory requirements (such as KYC, Due diligence, anti-money laundering and submission of monthly Returns).
- Monitors filing and maintenance of Ecocash documents such as channel user’s contracts and the subscriber KYC documents.
- Ensures that Monthly Ecocash working Floats per agent account are allocated and circulated to all agents, their management, GM SEFs and Head of Sales and Distribution.
- Agrees medium and short-term objectives, develops a work plan, and checks that this is being carried out.
- Coaches and/or arranges for the training of staff in the understanding of Departmental procedures
- Decides on the operational system enhancements and processes enhancements to improve efficiencies.
- Decides on the corrective action to be taken on reconciliation items.
- Decides on the solution to address dynamic subscriber, agents, merchants, billers, and bulk payer’s issues.
Educational Qualifications and Related Experience:
- Master’s degree in business management / administration / engineering management or Equivalent
- 6 to 8 years experience in Mobile Financial Services, Telecommunications, Sales, Banking Industry, or similar environment.
- At least 4 years experience at managerial level
Knowledge Areas & Competencies:
- Knowledge of the telecommunications industry trends and best practices, as well as operational KPIs and target development.
- Knowledge in the strategy development and business orientation processes.
- Knowledge in Operations Management.
- Knowledge of telecommunications’ products & services portfolio.
- Project management skills.
- Ability to negotiate, interact and achieve targets.
- Ability to lead, manage and develop staff and employees.
- Managerial skills with ability to plan, execute and report.
- C-Level reporting and presentation skills.
- Sales skills and techniques.
Interested applicants should submit their consolidated curriculum vitae not exceeding a maximum of five pages, certified copies of academic certificates & transcripts and two reference letters, to Human Resources, Econet Telecom Lesotho P.O. Box 1037 Maseru 100, or email to [email protected] on or before Wednesday, 19th March 2025.
Candidates who have not been contacted by Wednesday, 26th March 2025 should consider their applications not successful.