The Senior Specialist VodaPay Operations role based within Vodacom Financial Services.
Role purpose :
The incumbent will be required to manage the operational back office of the VodaPay 2.0 app and act as second in charge for the Principle Specialist : Payments and Business Operations.
This includes but will not be limited to the management of the business relationship internally and externally associated with Vodacom (internal) and non-Vodacom (external) service providers.
Day by day management of all queries and support as it relates to the VodaPay app, services within the app with a critical focus on managing all end to end queries and the first and second line support across all customer contact points for the VodaPay Store of value.
The role is responsible for supporting in excess of 1 million users and an estimate of 100,000 business users across the Vodacom platforms as well as all VPS platforms.
Further responsibilities includes participating in the design of various product features and services, Interact closely with other areas of VFS and / or Vodacom to ensure operational support capabilities of VPS is embedded across the organisation.
Your responsibilities will include :
Provide support / 2IC to the Principle Specialist for business operations and payments as it pertains to the business operational support for VPS Acquiring, VAS and VodaPay
Manage the day to day operational activities as it pertains to the VodaPay app, the products and services related to the product
Develop processes and training for a wide variety of customer touch points to effectively manage customer queries
Manage the VodaPay support areas on a day to day basis from a 1st and 2nd line support perspective
Provide detailed daily, weekly and monthly reporting as it pertains to the support of the VodaPay app with a specific focus on the VodaPay Store of Value
Create a mobile banking like support area that can provide state of the art support for the VodaPay SOV
Interact with internal and external suppliers and manage their performance in terms of customer support management for VPS products
Manage 10 staff members within the VPS back office as it pertains to line of accountability including the management and decision making around FICA and KYC requirements
Act as the interface between VPS and the sponsor bank for VodaPay on a daily basis
Manage day to day fraud and risk requirements of VodaPay and report on this into risk and fraud team to both the sponsoring bank and VPS risk teams
Continuously improve processes and procedures to provide top of the market customer support capabilities
The ideal candidate for this role will have :
Extensive experience in store of value management
Banking experience in areas such as Electronic funds transfers, Bureau services, Query management as it pertains to these services, person to person remittances, funds disbursements, development of customer journeys and support journeys as it pertains to the items listed.
Business operational process analysis and design
Ability to operate within agreed SLA’s
The ability to manage SLA performance with Suppliers
Have worked within a multi-faceted (multiple payment products in one area) business operational environment for at least 5 years as it pertains to Store of Value and / or Person to person remittances and disbursements
Excellent writing and communication skills
Problem solving skills
Ability to interact across the reporting spectrum (up and down)
Self-starter for whom meeting deadlines are critical
Must have technical / professional qualifications :
A minimum of 5 to 10 years’ experience in customers support / operational support in a Bank and / or Fintech where a store of value have been offered
Closing date for Applications : 28 July 2021
The base location for this role is, Midrand, Vodacom Campus
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.