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Payment Operations Analyst



IT, Operations
Nairobi, Kenya
Posted on Friday, October 27, 2023

💙 Our Mission

📌 We are on a mission to increase economic opportunity for Africans globally.

Why does our mission matter?

There are over 1.3 billion Africans in the world. Africa is the most expensive place to send money to and trade with.

Talent is everywhere but opportunity isn’t. How do we bridge this divide with a sense of purpose?

  • Think about people living far away from their loved ones who are financially responsible and support them. Imagine how you would feel losing 8-9% of your money through fees. How do we reduce the cost of sending money home through technology?
  • What about the future of work? Think about those young TikTok influencers in Uganda who make amazing content, but can’t get paid because they don’t have Visa or Mastercard yet have mobile money.
  • What about the future for businesses? Think about those who are trying to do cross-border business from Africa outbound to the rest of the world. Why is it so hard to trade today? Why do people have to send money with other people physically or cash on planes? How much money and time is lost while doing this?
  • What about the reliability of trade? When payments are delayed, that means business is disrupted. This costs everyone money. It loses us trust with customers.

NALA’s true impact will be measured by the opportunities we create for Africa to trade with the world and the world to trade with Africa.

🙌 Your mission

Your mission is to ensure the seamless processing of our customer payments. You will monitor payment corridors, tackle incidents, and build strong relationships with our payment partners. You play a pivotal role in upholding our reputation for reliability and trustworthiness. You contribute to enhancing our operational efficiency and, delivering exceptional customer experiences. At NALA, you don't just monitor transactions; you're building future of payments in Africa.

🎯 Your responsibilities in this role

Payment Monitoring and Processing:

  • Monitor performance levels on different payment corridors and manage outages to improve customer experience.
  • Monitor all critical payment performance metrics and immediately react in case of an incident.
  • Troubleshoot and identify the root causes of payment issues, working with internal and external partners to resolve them.
  • Properly handle all payment incidents and follow up to resolution.

Payment Partners Management:

  • Establish and maintain strong relationships with assigned payment partners, acting as the primary point of contact for all communication and issues relating to operations.
  • Monitor partner performance and ensure adherence to SLAs.
  • Escalate and follow up on issues with partners to ensure high service levels and timely resolution.
  • Conduct weekly meetings with the Partnerships team to review the performance and "health" of existing partners, discuss any concerns or issues, and address any requests or requirements from the team related to the partnership.

Process Optimization and Improvement:

  • Develop, roll out, and maintain robust payment processes in written format.
  • Identify opportunities for improving operational efficiency by automating operational tasks or enhancing existing processes.

Business Analytics Reporting and Communication:

  • Use SQL to build charts, dashboards, and reports to track payment operations performance.
  • Present findings, issues, and ideas clearly and succinctly in various formats (e.g. Slack, in-person).

Task Management and Issue Resolution:

  • Track and resolve operational tasks and issues to ensure timely task resolution.
  • Work closely with the Payment Operations Lead to monitor team performance and progress on assigned tasks.
  • Manage projects end-to-end using agile principles (Scrum or similar frameworks).

🔥 Must have job requirements

  • In-depth knowledge of payment corridors and processing systems.
  • Skilled in building and maintaining relationships with payment partners.
  • Proven ability to troubleshoot and resolve payment-related incidents swiftly.
  • Ability to use SQL for data analysis, reporting, and dashboard creation.
  • Expertise in designing and implementing robust, user-friendly processes with a passion for operational efficiency.
  • Excellent verbal and written communication skills, with the ability to present findings, issues, and ideas clearly across various platforms (e.g., Slack, in-person meetings).
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Ability to work closely with cross-functional teams.
  • Commitment to improving the customer experience.

💪 Nice to have job requirements

  • Ability to manage and supervise relationships with multidisciplinary and cross-functional teams
  • Good leadership and project management skills

🎤 Interview Process

You will need to first submit your application through our ATS Workable.

If successful you will be selected for our interview process which has 5 stages:

  1. [30mins] Interview with the Talent Team
    • This is our initial touchpoint. We're keen to understand your motivations and experiences better. As a tip, reflecting on why you applied for this role and being familiar with your application responses will be beneficial.
  2. [1 hour] Interview with the Payment Ops Lead
    • This is a crucial stage where we delve into your professional journey. The Payment Ops Lead will assess your compatibility with the high-performing individuals of the NALA Payment Operations team. Your key responsibilities, as outlined in the job description, and the specifics of your CV will be the focal points. To excel, ensure you're well-acquainted with every detail on your CV.
  3. [1 hour] Technical Interview
    • Led by our Payment Ops Lead, this session is designed to evaluate two core areas of your expertise:
      • Business Analytics Reporting: You'll be assessed on your proficiency with SQL, particularly in building charts, dashboards, and reports that effectively track payment operations performance. Be prepared to demonstrate your ability to derive actionable insights from data.
      • Operational Process Design: We'll present you with scenarios where you'll need to design and implement user-friendly processes. Your solutions should reflect a keen understanding of operational efficiency and the user's perspective. Be prepared to discuss your thought process, design choices, and how your solutions enhance operational flow.
    • This stage is pivotal in understanding your hands-on skills and your ability to drive operational excellence in real-world scenarios.
  4. [30 mins] Interview with the COO
    1. The final interview will involve speaking with the COO about your motivation for the role and will be a great opportunity to ask any questions you have about the business.
  5. Decision
    1. We’ll aim to come back to you with a timely decision and feedback on your overall interview process.