Senior Manager – Fintech Commercial Operations, Senior Manager – Fintech Opérations Commerciales, Douala, MTN

Senior Manager – Fintech Commercial Operations, Senior Manager – Fintech Opérations Commerciales, Douala, MTN

Role Responsibilities/ Responsabilités du rôle

Mission/ Core purpose of the Job:

Manage a team of Back Office staff and their activities, taking overall responsibility for business operations and business continuity. Responsible for ensuring that the Mobile Money platform provides a true reflection of the account status of all customer, merchant and bank accounts, whilst promoting the application of best practices for Customer Service. The role also encompasses third-level escalation of Customer service requests, and where required, liaising with the Call Centre, service support areas within the Partner Bank and other third parties in this regard. The incumbent is expected to proactively identify and assess the risks involved and maintain an effective system of controls to reduce the overall exposure, whilst always maintaining a high level of integrity and ethical

Key Performance Areas Measures

Strategy Development and Implementation

 Lead the creation of the strategy in line with the overarching business goals and informed by the strategies designed at a CoE level

 Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models and roadmaps

 Define the standards for performance across various activities and identify the parameters for measurement of performances As per business plan

Staff Leadership and Management

 Build and manage a high performing HR Operations function by providing leadership, role clarity, training and career development

 Source, induct and manage talent in accordance with legislative guidelines

 Ensure open communication channels with staff and implement change management interventions where necessary

 Provide definition of roles, responsibilities, individual goals and performance objectives for the team

 Set key performance indicators and provide regular performance feedback through a well-defined and implemented performance review program

 Develop and implement a training plan in order to build and develop skills within the team

 Encourage knowledge transfer through the implementation of a knowledge transfer plan

 Drive continuous improvement philosophy through the knowledge transfer plan

 Manage resources performance in accordance with HR policy and legislation where necessary

 Actively participate in leadership team and develop skills of own team

 Promote a ‘centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance As per business plan


Operational, Tactical and Strategic Meetings

 Provide input to Companywide transformation initiatives

 Drive divisional transformation initiatives

 Ensure adequate risk mitigation and controls

 Sign-off baseline of service level agreements and key performance indicators

 Perform evaluation of service level agreements and key performance indicators

 Ensure approval on new initiatives

 Review and finalise objectives, targets and budgets for Fintech P&S Operations

 Provide relevant budget for internal projects

 Prepare proposals on change initiatives (Service Level Agreement / Operating Level Agreement)

 Hold strategic and tactical meetings, ensure relevant participation and provide guidance and support in the various discussions

 Set up and manage tactical meetings on a needs’ basis

 Periodically participate in operational review meetings

 Report at process and functional level

 Evaluate areas of improvement across people, process, and technology

Operational Delivery:


o Daily operational management of business processes, including process improvements, and process ownership for financial, risk and audit processes

o On a daily basis, review and approve the bank reconciliation analysis and the corresponding corrective journal entries

o Ensure the bank reconciliation and analysis are provided to the Partner Bank within the defined agreed timelines

o Communicate with the Partner Bank officials, providing the relevant explanations/clarification to ensure fully alignment at all times

o Review and approve the daily/weekly/monthly balancing and settlement operations (Transactions fees, Subscription fees, Commissions, etc)

o Report to the Partner Bank all identified incidences of fraud, attempted fraud or suspicion thereof, whether related to application fraud or transactional fraud

o Provide assistance and any necessary supporting documentation to Partner Bank with regard to fraud investigations, and follow up to ensure the matter has been fully investigated

o Arrange regular meetings with Partner Bank officials to ensure a smooth running of the reconciliation processes, and to resolve specific discrepancies or reconciliation items

o Provide support to Partner Bank officials with regard to the ECW MobileMoney platform and functionalities, arranging training as and when appropriate.

Customer Service:

o Promote and reinforce a Customer-centric culture, and keep in touch with customer needs.

o Fulfil escalated service requests received from the Call Centre and Back Office Staffs, i.e. identify the customer need, generate a solution and implement this solution to meet the customer’s expectation

o Follow up on service requests for customers, and ensure resolution, taking ultimate ownership vis-à-vis the customer

o Ensure reduced numbers of recurring queries, discrepancies and reconciling items of similar nature through effective root cause analysis and the actioning thereof

o Where required, liaise with service support areas within the Partner Bank and other third parties to ensure efficient and effective resolution of customer queries and accounting discrepancies


o Manage, motivate, coach and develop Back Office Staffs to optimize personal and business performance

o Orient and train new Staffs, ensuring that they achieve required standards and become familiar with the product offering and all Back Office procedures

o Ensure changes to product or processes are planned and implemented effectively within the team

o Maintain a supportive and cooperative working relationship with Call Centre staff, Partner Bank staff, third party support service staff, as well as with staff of MTN Mobile Money

o Provide regular feedback to management regarding Back Office performance, and any issues arising that require management intervention

o Control of the ECW software administration and client support roles, including Back Office and Call Centre profile management

Job Specifications/ Minimum & Preferred Requirements

Education / Business Degree

  • Minimum bachelor’s degree in business or related fields Finance, Banking – Master degree advantageous
  • Fluent in English and French

Work Experience

Minimum 8 years’ experience including:

Manager track record of 5 years or more in the following:

  • 2-5 years banking experience preferable, back office balancing, reconciliation & settlement
  • Minimum 2 years customer service experience in the banking or cellular phone industry
  • Prior experience or solid knowledge of authentication and certification of documents for banking compliance

Training / Certifications Any Mobile Money industry-related training or certificate is considered a plus

Industry(ies) Telecommunications (Mobile Money, Banking)



  • Strong financial literacy skills, ideally gained within a banking environment
  • Prior experience within a customer service-oriented environment
  • Understanding of banking discrepancy analysis and resolution, manual adjustments, corrective journal entries
  • Sound knowledge of local banking practices and regulatory requirements
  • Sound knowledge of banking products/services and the procedures underpinning them
  • Sound knowledge of audit and controls
  • Understanding of financial fraud- and risk-related matters, fraud investigations
  • Understanding of banking compliance legislation and associated risks thereof
  • Attendance of relevant training courses, e.g. communication, service and sales skills is advantageous
  • Sound knowledge of policies and procedures relating to customer service


  • Proven ability to lead and coach a team towards success
  • Excellent communication and presentation skills
  • Strong determination to succeed
  • Commercial acumen and negotiation
  • Appetite for innovation and continuous improvement
  • Proven ability to think outside of the norm and present new ways of getting things done
  • Multi-Tasking Skills: ability to comfortably deliver simultaneous and outstanding results to the customers and the shareholders
  • Good analytical skills
  • Proven track-record of being a team player

Behavioral Qualities

Strategy Formulator & Implementer

Decisive Problem Solver

Innovative Value Creator

Culture and Change Champion

Inspiring People Leader

Relationship Builder

Results Achiever

Operationally Astute

Critical thinking

Customer centricity

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