Job Title: Customer Operations Manager – YaYa PII SC (YaYa Wallet)
Information Technology
YaYa PII SC (YaYa Wallet)
YaYa PII SC is a Payment Instrument Issuer focusing on providing payment solutions through mobile wallet software systems. YaYa PII SC is established in 2022 and licensed in compliance with Licensing and Authorization of Payment Instrument Issuers Directive No. ONPS/09/2023 issued by National Bank of Ethiopia.
We develop and maintain technological solutions that centers on an iOS and Android smartphone applications to perform the following operations.
- provide cash-in and cash-out;
- local money transfers including domestic remittances, load to card or bank account, transfer to card or bank account;
- domestic payments including purchase from physical merchants, bill payments;
- over-the-counter transactions;
- and inward international remittance services.
please visit our site to learn more about YaYa Wallet
Job Title: Customer Operations Manager
Role: Management
Reports to: CEO
Career Level: Managerial Level (7+ years relevant experience)
Employment Type: Full time
Salary: Competitive and commensurate with experience
About Us:
At YaYa Payment Instrument Issuer S.C (YaYa Wallet), we are revolutionizing the FinTech industry with innovative solutions that empower individuals and businesses to achieve financial success. Our cutting-edge technology and dedication to excellence have positioned us among the leaders in the field, driving meaningful change in how people manage their finances.
Position Overview:
We seek a dynamic and experienced customer operations and management Strategist to join our growing team. In this role, you will be responsible for developing and executing strategies to enhance our drive to customer/partner engagement and convinience. You will collaborate cross-functionally with marketing & sales, engineering and executive teams to ensure alignment with company goals and objectives.
Roles and Responsibilities: The roles and responsibilities are subject to change based on periodic management reviews.
● Customer operations support and management.
● Managing customer contracts and procurement relationships.
● Customer communications and follow-up.
● Prepare internal and external corporate documents for team members and industry partners.
● Coordinate stakeholder and customer meetings and ensure all relevant materials are prepared.
● Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service.
● Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development.
● Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives.
● Interpret and develop strategies, standards and goals for customer service.
● Collaborate and consult with leadership, internal partners, relationship managers, and colleagues to ensure customer satisfaction.
● Interact directly with external customers/partners.
● Manage allocation of people and financial resources for customer service.
● Mentor and guide talent development of direct reports and assist in hiring talent.
● Provide feedback and present ideas for improving or implementing processes and customer support.
● Perform complex operational and customer support initiatives within Operations functional area.
● Assist staff, managers, and colleagues and provide guidance and interpretation of policies and procedures.
● Maintain an organized filing system of paper and electronic documents.
● Manage periodic any other related reports
Job Requirement
What you should have to fit the role?
· Proven work experience as a Customer Support/Operations Manager
· Excellent knowledge of MS Office
· Thorough understanding of customer/partner management and support techniques
· Fast learner with passion
· Self-motivated with a results-driven approach
· Aptitude in delivering attractive presentations
· University degree in any discipline. Business and Technology are preferable.
Why Join Us:
· At YaYa Wallet, we offer a dynamic and inclusive work environment where you can make a real impact and contribute to the future of FinTech. You’ll be able to work alongside talented professionals, grow your skills and expertise, and drive meaningful change in the industry. Plus, we offer competitive professional development opportunities.
· Join us on our mission to redefine FinTech and empower individuals and businesses to achieve financial success. Apply today to become a part of our team!
