Our client, a leading payments service provider in Southern Africa, is looking for an Operations Manager with extensive operations & client servicing experience within the payments industry. The Operations Manager will report to the COO, and forms part of our client’s Manco. The role will be responsible to lead efforts to ensure excellence in their operations & client services functions. The ideal candidate has strong business acumen, with proven leadership skills, and a customer orientation. This role will require a high degree of collaboration with internal and external stakeholders in terms of planning, decision making, operations, solution enhancements, and execution. Key Performance Areas will include: • Strategy, business modelling, planning & budgeting for our client’s operations & servicing unit • Management of our client’s operations & client servicing functions across all regions in which our client operates • Support operations & client servicing in non-South Africa regions • Management of personnel, systems and services related to: o New bill issuer onboarding o New payment network onboarding o Tender management o Servicing & query management for payment networks & bill issuers o IT support for network and biller operations o Refunds & charge backs o Fraud management o Reporting • Continuous business process & system improvements • Ongoing monitoring, measurement, and improvement of our client’s information management systems and analytics for the operations function • Risk management of our client’s operations • Product owner of operations & client services functions projects • Office and facilities management, including oversight over head office building, reception, travel and events management. Essential minimum qualifications, skills, and experience: • Relevant tertiary qualification; • 10 years’ senior management experience in operations and client servicing in the payments industry; • Excellent understanding of the financial services industry; • Proven ability to run a diverse team across different solutions and locations; • Proven ability to run operations at scale; • Fluent in English and ideally Afrikaans; • Driver’s license; • Willingness to travel (limited travel involved). Ideal qualifications, skills, and experience: • Good understanding of the project and product development lifecycle; • Experience in implementing automated systems (e.g., workflow systems) to enhance business processes and reporting; • Payment industry specific training & qualifications; • Understanding of payment industry regulations and security requirements; • Experience in general office management services. Please apply online at www.m3online.co.za before 09:00 on 21 November 2022. For general enquiries, contact our team at M3 Human Capital Management on 021 863 1444. Please note that only shortlisted candidates are contacted. If you don’t hear from us within two weeks of the closing date, please assume that your application was unsuccessful.