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Operations Manager - Fintech

Location: Harare
Alert: Application Deadline Expired

Job Description

  • The role of the Operations Manager is to define, deliver and be accountable for controls and compliance across the OM Fintech business and working closely with functional Business Heads to ensure Operational controls are managed effectively. The role is responsible for driving and implementing the OM Fintech business operations function including the management of the back office, Anti-Money Laundering, reconciliations, O&M, processes, quality, system access and customer support.
  • The role is directly responsible for managing a team of specialist personnel in an area of the business, which is highly regulated both internally and externally and where transaction values and numbers are high. The role is also responsible for ensuring successful adherence to operational processes/policies and to interpret strategy and manage the performance of all teams within the Business from a people, process and control point of view.

Controls and Supervision 

  • Coordinates and works with Compliance Officer to administer department’s functions, ensuring compliance to the organization’s policy, legal and government rules and regulations by establishing, monitoring, and maintaining policies and procedures.
  • Conduct quality checks to ensure all control gaps that are highlighted are managed and closed.
  • Own snap check /audit exceptions and follow-up with team Leaders/Managers for all logged snap check issues for resolution.
  • Ensure that all Team Leaders / Managers comply with all policy and procedures required by the bank.
  • Resolves operational problems. Interface with other bank departments and branches regarding operational problems, research, assistance, etc.
  • Ensures timely response and resolution of customer issues.
  • Review the Business Continuity Management plans for the department and follow up the respective Managers for any raised issues during testing.
  • Review and authorize within limit all risk events/incident reports raised in the department on the CURA system.
  • Monitor scorecard on operational performance and focus on problem areas.
  • Provide coaching and support on operational controls to the team Leaders/managers. 
  • To track and work with teams on all issues and ensure within the SLA.
  • Accountable to ensure all activities and controls are implemented
  • Conduct periodic checks to ensure correctness controls and correct implementation of the policies and procedures.

O & M Management

  • Create and maintain various Standard Operations Procedure (S.O.P) manuals.
  • Ensures consistent implementation of operations procedures across all branches.
  • Conduct independent reviews and checks, ensuring independent assurance on operational processes.
  • Work with managers to ensure policies and procedures are communicated effectively and in a joined-up manner.
  • To ensure that all the policies, procedures including all control activities are implemented in All Departments.
  • Review and recommend updates and changes to policies and procedures utilized in delivery of Customer Service.

Operational Accounting and Reporting.

  • Drive towards a seamless and excellent customer experience in all the departments alongside operational excellence.
  • Contribute to operational process improvement projects and initiatives to ensure an improved customer experience.
  • Keep a track on customer complaints resolution, in line with Group Minimum Standards / SLA for Complaints Handling.
  • Ensure, manage, and control production of all related daily MIS
  • Manage production and integrity of accounting statistics and provision of information to internal departments, branches and customers and local senior management
  • Oversee the production of related returns for statutory and Head offices purposes and ensure assistance is provided to the finance Division in meeting deadlines for submission and ensure appropriate authorisations are given before release.
  • Designs and develop reports using applications to complement business requirements and business development initiatives.
  • Manage budgets as allocated to the units

Reconciliations, Settlement and Clearing.

  • Ensures all OM Fintech business collections, payments, reconciliation, settlements, and receivables are processed in accordance with the approved processes.
  • Designs and maps out the reconciliation flows and ensures that all OM Fintech business accounts including the Mobile Money Trust account, Pool Account, Revenue accounts and ZimSwitch suspense accounts are reconciled as per the prescribed daily, monthly and yearly guidelines.
  • Leads the OM Fintech business operations team in mapping out and implementing the Treasury functions of the business including the transaction identities, distribution, reconciliation, settlement and clearance files.
  • Monitors the processing of consumer account transactions, maintenance of account records and entry of account data into financial institution departments.

Card Operations and Management.

  • Own card production processes from design to delivery, while maintaining, reliable communication channels with suppliers, partners and the Product Manager – Wallet.
  • Collaborate with stakeholders across the organization, including Product, Engineering, Sales, Customer and Scheme Compliance to support card issuing business development.
  • Be a primary stakeholder in card-related incident management
  • Strategically manage our BIN stock and ranges for existing and future card products and geographies.
  • Assist internal teams in improving operational processes for refunds and transaction reconciliations.
  • Develop and own metrics for ongoing Card Operations assessment.
  • Ensures that all Zimswitch/International card schemes reconciliations, settlements and customers issues are attended to timeously.

People Management

  • Ensure that the Managers and Team leaders have all the support and coaching they need to understand and excel in operational processes
  • Provide regular and mandatory training to the team on operational needs and processes. Determine and manage Training Needs Analysis for Team.
  • Build and develop a high performing team through embedding performance development and coaching. 
  • Responsible for training, oversight & documentation as related to Operational procedures.
  • Coordinate and prepare for Operations related regulatory exam material.
  • Responsible for providing necessary training to financial institution personnel on operational and support topics.


Banking, Banking, Bank Regulations, Business Banking, Business Development, Business Development Initiatives, Complaint Resolutions, Cross-Functional Teamwork, Customer Experience (CX), Customer Service, Deadline Management, Interpersonal Communication, Needs Analysis, Operational Accounting, Operational Control, Operational Performance, Operational Process Improvements, Operations Processes, Oral Communications, Organizational Needs Assessment, People Management, Process Improvement Projects, Process Improvements, Product Knowledge, Results-Oriented {+ 5 more}


Bachelor of Commerce (BComm): Banking Management (Required)

How To Apply 

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Alert: Application Deadline Expired

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