1. Payments Reconciliation & Troubleshooting • Perform daily reconciliation of all incoming and outgoing payments across mobile money platforms (MTN Mobile Money, Airtel Money) and other payment channels. • Investigate and resolve payment discrepancies, failed transactions, duplicate entries, and unallocated payments in a timely manner. • Maintain accurate and up-to-date records of all reconciled transactions using Excel / Google Sheets. • Coordinate with the Finance team and mobile money providers to resolve escalated payment issues. • Proactively identify recurring payment failure patterns and recommend process or system improvements. • Ensure payment reconciliation is completed within agreed daily SLAs and flag exceptions to management immediately. 2. Warehouse & Stock Records • Verify and maintain accurate inventory records of all handsets and accessories in the warehouse, ensuring alignment between physical stock and system records. • Conduct or oversee regular stock counts and spot checks; investigate and reconcile variances. • Ensure all stock entries, transfers, and adjustments are captured correctly and promptly in the CRM or stock management system. • Liaise with the warehouse team to maintain data integrity and flag discrepancies or anomalies. 3. Device Deliveries & Phone Movements • Oversee and track the movement of devices from warehouse to field agents, partners, and customers. • Ensure all outbound deliveries and inbound returns are accurately logged with corresponding documentation (delivery notes, waybills, receipts). • Coordinate with logistics and field teams to resolve delivery discrepancies, missing items, or damaged devices. • Maintain a real-time view of device movement status and escalate delays or losses as appropriate. • Monitor turnaround times for device dispatch and returns, identifying bottlenecks and driving improvements. 4. Refund Processing & Controls • Manage the end-to-end refund process: review and validate refund requests, confirm eligibility, obtain necessary approvals, and coordinate disbursement. • Maintain a refund tracker with accurate records of all requests, statuses, and outcomes. • Ensure refunds are processed within defined SLAs and that customers and partners are kept informed of progress. • Apply internal controls to prevent unauthorised, duplicate, or fraudulent refunds. • Escalate complex or high-value refund cases to the Head of Operations with a clear case summary and recommendation. 5. Team Supervision & Customer/Partner Support • Lead, schedule, and supervise a team of 2–5 Back Office Agents responsible for day-to-day customer and partner support tasks. • Oversee the quality and accuracy of agent-handled tasks including PIN resets, payment initiations, account queries, and partner onboarding support. • Conduct daily team briefings, assign workloads, and monitor task completion against agreed SLAs. • Provide on-the-job coaching and guidance to agents, escalating performance issues to HR as needed. • Act as the first escalation point for complex or sensitive customer and partner issues. • Conduct quality checks on completed tickets and transactions to ensure accuracy and compliance with SOPs. • Maintain and update the team's Standard Operating Procedures (SOPs) and desk guides as processes evolve. 6. Reporting & Process Improvement • Produce daily, weekly, and monthly operational reports covering payments reconciliation, stock status, device movements, refund volumes, and team productivity. • Track team KPIs and SLA compliance, presenting findings to the Head of Operations. • Identify inefficiencies in back-office workflows and propose practical, scalable improvements. • Support the implementation of new tools, systems, or process changes as the business grows. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
