Specialist Backoffice Operations Support

**Reference: Anneke Viviers**

**Consultant: AV 6704**

**Descriptions**:

- Manage the Mobile Money Merchant dispute handling process
- Manage the Mobile Money Merchant onboarding process
- Monitor the Mobile Money System Audit Trail
- Manage and process the PIN Reset process through authentication for Mobile Money Merchants
- Execute and manage the Mobile Money Access Request process for internal users from end to end
- Manage the ECW internal user profiles, roles and permissions providing monthly reports
- Perform daily testing on all ECW features (card acceptance, acceptance, Cash acceptance VAS purchases, merchant liquidations, etc.)
- Perform reversals of merchant and/or customer funds
- Execute suspensions, revivals and live cycle of customer wallets
- Run MIS reports and produce statistics for trend analysis and other variables (e.g. number of new accounts opened)
- Manage turnaround times for merchant support as per the Service Level Agreement concluded with front-line units and trade marketers
- Take ownership and manage the storage and access of all KYC (Know-Your-Customer) documentation ensuring the availability of electronic back-up copies and ease of retrieval
- Register all merchants within the agreed turnaround times as stipulated in the Service Level Agreement on platforms
- Execute the testing of all new Mobile Money products, promotions ensuring adherence to MFS operational business rules as well as product-specific business rules
- Take responsibility for all back-office process risk and audit management issues as well as anti-money laundering issues
- Follow up on the resolution and closure of all remedy incidents that have been logged
- Compile daily reports on the review of updates, PIN resets and adjustments
- Analyse all transactions and report on any anti-money laundering alerts
- Assess and provide input into the streamlining of the documentation process with emphasis on improvement and innovation
- Assist in preparing regulatory compliance reports with regards to Anti-Money laundering and other legislation
- Compile high level reports daily outlining KPIs for the Back-Office business unit
- Compile and present detailed reports on a weekly basis on KPIs and the overall administrative back-office performance
- Compile and present detail reports on monthly back-office performance of the business unit.
- Collaborate with Sales & Distribution and Other Business unit to compile management reports pertaining to the business unit
- Support internal stakeholders on ad-hoc reporting and insights requirements for decision-making
- Recommend changes to improve and simplify Back-Office Policies, Procedures, Processes and Anti-Money Laundering reporting systems
- Highlight potential problems and opportunities in different areas of the business
- Recommend innovative solutions to enhance performance
- Deploy and redeploy resources in the most effective way
- Make continuous improvements at system, process and procedure level
- Encourage continuous service improvement
- Implement cost-saving activities
- Network extensively and build and maintain relationships (internal and external)
- Encourage service excellence through the introduction of new technology
- Introduce and promote the use of cost-saving processes
- Make high-level recommendations in terms of customer complaint evaluation focusing on quality, scope and methodology

**Qualifications**:

- 3-year Degree / Diploma preferred
- Matriculation Certificate
- 2-year experience in in an area of specialisation focusing on teamwork in medium to large organizations