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Payment Operations Manager



Nairobi, Kenya
Posted on Tuesday, April 23, 2024

💙 Our Mission

We have recently updated our Company Mission to reflect our ambitions to build the future of payments in Africa. You can read all about it here.

Why does our mission matter?

There are over 1.3 billion Africans in the world and is the fastest-growing region in the world. Africa is also 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 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 of customers.
  • 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 Mastercards yet have mobile money?

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

Ensure seamless and efficient processing of transactions, optimising systems and workflows to deliver exceptional service and accuracy. You will lead our Payments Ops team that embody NALA values of #CommunityLove, #GetItDone and #SetTheBar

🎯 Your Responsibilities in this Role

  • Manage the payment operations team on a day-to-day basis. The Payment Operations team manages the relationships with all payout providers and owns our ability to meet our reliability targets across all corridors.
  • Train team members on best practices for managing payment partner relationships
  • Act as an escalation point for the team regarding critical partner issues
  • Actively contribute to the development of partnership strategies and initiatives at the organisational level
  • Continuously review SOPs and systems for enhancement opportunities to create a best-in-class Payment Ops department
  • Identify automation opportunities across all SOPs
  • Coach and develop the team to set them up for the next step in their career

🔥 Must Have Requirements

  • Experience managing a high-performing payment ops team or vendor management team
  • You have 3+ years of experience scaling and optimising operations - ideally in a high-growth, fast-moving environment
  • Ability to solve complex problems at scale, developing timely and scalable solutions.
  • Strong line management experience with emphasis on development and up-skilling your team
  • You have third-party provider management experience, and a natural ability to build good working relationships with stakeholders & colleagues.
  • Comfortable using SQL for data analysis

💪 Nice to Have Requirements

  • Knowledge of the payments landscape in Africa
  • Experience with Python
  • Experience with data visualisation tools such as Tableau, PowerBI, Preset, Metabase or similar

🎤 Interview Process

You will need to first submit your application through our ATS Workable. There is no need to submit a Cover Letter but you should answer the application questions when prompted to do so.

If successful you will be selected for our interview process which has 4 stages:

  1. [30mins] Interview with the Talent Team
  • In this stage we want to get to know you a bit more and follow up on your experience and motivations. The best preparation would be to really know why you applied for the role (i.e. your application questions)
  • [1 hour] Interview with the Operations Manager
    • In this stage, we want to get to know you and your experience deeply and we will focus closely on your experience as detailed on your CV. The best preparation is to just know what's on your CV really well 👍
  • Technical assessment
    • This is likely to be a take-home or in-person challenge. In this stage, we’re looking to assess your hard skillset and understand your approach to certain types of tasks.
  • [45mins] Leadership Interview
    • The final interview will involve speaking with the Head of Operations about your motivation for the role and will be a great opportunity to ask any questions you have about the business.

    Due to the seniority and importance of this position, we will be also doing reference calls with your previous managers. We will share more information in the final stages of the interview process.

    ⭐️ Benefits

    • 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
    • Private Medical: Coverage for you and your dependents (optionally) from day one!
    • Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
    • Learning Budget: Fuel your growth with $1000 annually for learning and development.
    • Free Lunch: Every day - that’s it!
    • Monthly Birthday Party: Join fun social events every month to celebrate achievements, milestones and birthdays across the month