Operations Manager

2 weeks ago

Midrand, South Africa Vodafone Full time

**.**:
**When it comes to igniting a team of trailblazers, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

**Role Purpose/Business Unit**:
As an Operations Manager for our Super App, you will be responsible for overseeing a wide range of crucial operational functions. You will play a pivotal role in ensuring the smooth functioning of our platform while maintaining the highest standards of integrity, security, and customer satisfaction.

**Your responsibilities will include**:
**Audit Findings Management**
- Review and address audit findings promptly, ensuring compliance with regulatory requirements and internal policies.
- Develop and implement corrective action plans to mitigate risks identified during audits

**Fraud Operations**
- Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform.
- Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.

**AML Operations**
- Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting.
- Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.

**Front Line Operations**
- Indirect monthly management and supervision of the front-line customer servicing team (COPS) to ensure SLAs while optimising on the OPEX and CAPEX costs pertaining support resources

**Second Line Support Queries**:

- Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams.
- Collaborate with cross-functional teams to resolve complex customer issues efficiently.

**Refunds Management**:

- Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests.
- Analyse refund trends and implement measures to minimize refund-related risks.

**Reconciliation**:

- Oversee reconciliation processes to ensure accuracy and completeness of financial transactions.
- Investigate and resolve discrepancies in a timely manner to maintain data integrity.

**.**:
**Incident Management**:

- Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents.
- Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.

**Ad Hoc Operational Issues**:

- Address ad hoc operational issues promptly, utilizing problem-solving skills and cross-functional collaboration
- Implement preventive measures to mitigate the recurrence of operational issues.

**Must have technical / professional**
**qualifications**:

- Bachelor's degree in Business Administration, Finance, or a related field will be preferred.
- Advanced degree or professional certification (e.g., CAMS for AML) is a plus.
- Proven experience of 10 years in operations management, preferably in the technology or financial services industry.

**Core competencies**:

- ** Leadership**: Ability to inspire and motivate teams to achieve operational excellence, foster collaboration, and drive results.
- ** Decision-Making**: Sound judgment and decision-making skills to prioritize tasks, allocate resources, and address operational challenges.
- ** Adaptability**:Flexibility and resilience to thrive in a fast-paced environment with evolving priorities and challenges.
- ** Team Management**: Experience in leading and developing high-performing teams, including coaching, mentoring, and performance management.
- ** Strategic Thinking**: Ability to align operational initiatives with broader organizational goals and contribute to long-term strategic planning.
- ** Budgeting and Financial Optimisation**: Ability to efficiently plan resource budgets and optimise: where possible to ensure savings
- ** Operations Management**:Proven track record of success in managing end-to-end operational functions, preferably in a technology-driven environment.
- ** Team Leadership**: Experience in leading and developing cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement.
- ** Crisis Management**: Experience in managing operational disruptions, security incidents, and other crisis situations, with a focus on minimizing impact and ensuring business continuity.
- ** Process Improvement**: Track record of driving process improvements and operational efficiencies through the implementation of best practices, automation, and optimization initiatives.
- ** Stakeholder Engagement**: Experience in building and managing relationships with internal and external stakeholders, including senior leadership, regulators, and business partners.

**.**:
**Key accountabilities and decision ownership**:

- ** Operational Efficiency**: Ensure the smooth functioning of various operational processes, including audit findings management, fraud operations, AML compliance, support queries resoluti

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