Operations Manager - Johannesburg - talentCru

    talentCru
    talentCru Johannesburg

    1 week ago

    talentCRU background
    Description

    The Role

    As the Operations Manager, you will play a pivotal role in shaping the future of our leading App. This challenging position involves overseeing critical operational functions and ensuring the highest standards of integrity, security, and customer satisfaction.

    Responsibilities

    1. Audit Findings Management: Promptly review and address audit findings to ensure compliance with regulatory requirements and internal policies. Develop corrective action plans to mitigate identified risks.
    2. Fraud Operations: Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. Enhance fraud detection algorithms and tools to stay ahead of emerging threats.
    3. AML Operations: Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. Stay up-to-date on evolving AML regulations and implement necessary changes for compliance.
    4. Front Line Operations: Manage the front-line customer servicing team to meet SLAs while optimizing OPEX and CAPEX costs related to support resources.
    5. Second Line Support Queries: Provide expert support for escalated customer queries beyond the capacity of front-line teams. Collaborate with cross-functional teams to resolve complex issues efficiently.
    6. Refunds Management: Develop refund policies and procedures to ensure timely and accurate processing of refund requests. Analyze refund trends and minimize refund-related risks.
    7. Reconciliation: Ensure reconciliation processes are accurate and complete, investigating discrepancies in a timely manner to maintain data integrity.
    8. Incident Management: Develop incident response protocols to effectively manage operational disruptions and security breaches. Coordinate with internal teams and external stakeholders to minimize impact.
    9. Ad Hoc Operational Issues: Address ad hoc operational issues promptly, utilizing problem-solving skills and collaboration with internal teams. Implement preventive measures to mitigate recurring issues.
    10. Operational Efficiency: Ensure smooth functioning of operational processes, including audit findings management, fraud operations, AML compliance, support query resolution, refunds management, reconciliation, incident management, and handling ad hoc operational issues.
    11. Risk Management: Mitigate operational risks by identifying potential issues related to fraud, compliance, financial reconciliation, and customer support.
    12. Regulatory Compliance: Ensure compliance with relevant regulations, particularly in areas such as AML, data security, and customer protection.
    13. Customer Satisfaction: Maintain high customer satisfaction by addressing support queries promptly and implementing measures to enhance the user experience.
    14. Process Improvement: Continuously evaluate operational processes and procedures to identify efficiency gains, cost reduction, and enhanced risk management.
    15. Team Leadership: Foster a culture of accountability, collaboration, and continuous improvement among the operations team.
    16. Stakeholder Management: Effectively communicate with internal stakeholders and external partners to coordinate activities and drive alignment on operational priorities.

    Profile

    We seek an experienced Operations Manager with a Bachelor's degree in Business Administration, Finance, or a related field. Advanced degrees or professional certifications (e.g., CAMS for AML) are advantageous. Proven 10-year experience in operations management is essential, preferably in the technology or financial services industry. Regulatory experience, operations management success, financial services expertise, team leadership, crisis management, process improvement, and stakeholder engagement are highly valued.



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