Operations Manager
Found in: Talent ZA C2 - 2 weeks ago
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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 auditsFraud 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 resourcesSecond 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.
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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.
The Ideal candidate for this role will have:
Must have technical / professional
qualifications:
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. Financial Services: Experience in the financial services industry, with a focus on areas such as fraud prevention, AML compliance and financial reconciliation relating to transactional accounts and client facing digital applications. Super App would be beneficial. 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.
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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 resolution, refunds management, reconciliation, incident management, and handling ad hoc operational issues. Customer Satisfaction: Maintain high levels of customer satisfaction by promptly addressing support queries, resolving issues, and implementing measures to enhance the overall user experience. Process Improvement : Continuously evaluate operational processes and procedures to identify opportunities for efficiency gains, cost reduction, and enhanced risk management.
We make an impact by offering:
Closing date for Applications: 30 April 2024
The base location for this role is Vodacom Campus,Midrand.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates, and values diversity & inclusion.
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