Head of Operations
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Who we are:
Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances at a socially fair price to those that need it most.
Mama HQ is in beautiful Cape Town South Africa. We are 130 people strong (and counting) from 19 countries across Africa Asia UK and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. Just be lekker! personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly without pedantic policies.
Weve been around since 2015 and have earned a few accolades along the way made some new friends and expanded our reach. Weve had some great times and some tough times but all the while continue to keep our focus on helping people rather than maximizing profit.
In order for us to deliver our mission at scale were looking for a Head of Operations who can build world-class operational excellence while keeping our human touch.
As our Head of Operations you will:
- Drive and coordinate day-to-day operations across the call center customer onboarding partner queries and technical operations.
- Lead and motivate a diverse team across the call centre and operations fostering a culture of ownership accountability customer experience obsession and continuous improvement.
- Balance day-to-day operational leadership with a strategic focus on scaling efficiently - reducing customer contacts improving response times and driving excellence in every interaction.
- Act as the senior escalation point for internal and external operational issues ensuring quick resolution and clear communication.
- Work closely with customer service teams to proactively improve satisfaction and eliminate recurring friction points.
- Use data-driven insights to optimize workforce management service levels & overall performance.
- Identify bottlenecks and implement smarter processes automation and tooling (chatbots workflow tools IVR enhancements) to improve operations productivity and consistency.
- Find cost-effective ways to scale balancing people outsourcing & technology while maintaining service quality.
- Partner with Product and Tech teams to improve onboarding KYC and transaction flows ensuring smooth customer journeys across digital and assisted channels.
- Translate customer pain points into product and process improvements that drive adoption satisfaction and retention.
- Work closely with compliance and risk teams to ensure smooth handling of regulatory and customer escalations.
- Manage relationships with external partners & vendors ensuring SLAs response times and performance standards are consistently met.
In your first 90 days at Mama Money you will:
- Gain a comprehensive understanding of various operational teams including customer service activations and technical operations.
- Spend valuable time with agents in the field acquiring firsthand insights into operational challenges & customer pain points.
- Develop a framework for assessing/revising key operational metrics within the first 60 days.
- Identify areas for improvement based on initial metric analysis and present preliminary recommendations to enhance efficiency.
- Outline your strategic approach to running operations aligning your vision with the organisational goals.
About you:
- Thrive in dynamic fast-paced environments demonstrating adaptability and enthusiasm for growth.
- Proven problem solver with a keen analytical mind and the ability to think critically in challenging situations.
- Self-motivated individual with a track record of taking ownership showcasing exceptional organisational and time management skills.
- Collaborative team player skilled in effective communication across all levels of the organisation.
- Excellent communication skills great at simplifying complex ideas in written visual and verbal formats.
- Demonstrated success in managing call centres with a strategic focus on optimising operational efficiency & customer service excellence.
- Proficient in utilising Zendesk for streamlined customer support operations.
- Ability to implement WhatsApp bots for operational efficiency and improved customer service.
- Proficient in data analysis tools and techniques utilising insights to drive operational improvements.
- Strong understanding of automation tools and technologies to enhance overall operational efficiency.
- Extensive experience collaborating with product and engineering teams bringing technical insights to enhance operational processes.
Why Mama
At Mama Money were not just a companywere a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat and they inspire every step we take.
Were all about making it easy. No red tape no hassle. Just simple seamless experiences that put people first were here to make things easier faster and better for you.
We believe in giving it a goand then giving it another go if we have to! Were a team of doers dreamers and innovators who arent afraid to break the mould. We take bold steps experiment with fresh ideas and never stop learning.
At Mama Money we own itand we mean it. We take responsibility for our actions our results and how we show up every day. No passing the buck here. We approach every challenge with grit passion and determination.
Heres the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world doing the right thing no matter what.
When you join Mama Money youre joining a community. Were a passionate down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously but we dont forget to have fun while we do it.
So if youre ready to make a real difference take on exciting challenges and grow in a place where youre valued and supported then Mama Money is the place for you. Lets make an impact - together.
Mamas values:
1. Making it easier for our customers
2. Give it a go
3. Just own it
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Director
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
About Company
Enjoy safe, fast and reliable international money transfers from South Africa with Mama Money. Download our free app and send money online in minutes.
