Regional Operations Supervisor

Job Overview

Mukuru is seeking a Regional Operations Supervisor to join their team in Lilongwe, Malawi. In this mid-senior level role, you will be responsible for overseeing and optimizing operational activities across the region, ensuring the efficient delivery of Mukuru’s financial services to emerging consumers. You will play a crucial part in implementing operational strategies and maintaining high service standards within the management and manufacturing framework of the company.

Company Overview

Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of their business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base they have grown a wide range of products and services that take their cue from their customers’ needs and aspirations for greater financial security and a better life. To this end, they continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for their loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Their engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through their Contact Centre at any time, and you’ll hear conversations in 15 languages – their very own united nations of Africa and Asia.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None / Open to all applicants
• Experience: 5 Year+

Key Responsibilities

• Oversee and manage daily regional operational activities to ensure efficiency and effectiveness.
• Implement and optimize operational strategies for money transfer and other financial services.
• Monitor key performance indicators (KPIs) and identify areas for process improvement.
• Ensure strict adherence to company policies, regulatory compliance, and service level agreements.
• Lead, train, and mentor a team of operations staff within the designated region.
• Collaborate with cross-functional teams to streamline workflows and enhance customer satisfaction.
• Manage operational budgets and resources efficiently.

Requirements

• Proven experience in operations management, preferably within financial services or fintech.
• Strong understanding of regional market dynamics and operational challenges in Malawi.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze complex data and make data-driven decisions.
• Proficiency in operational software and financial services platforms.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• A bachelor’s degree in Business Administration, Finance, or a related field is highly desirable.

Benefits

• Opportunity to work with a leading Next Gen Financial Services Platform in Africa.
• Contribute to expanding financial inclusion for emerging consumers.
• Professional growth and development within a dynamic fintech environment.
• Competitive salary and comprehensive benefits package.
• Collaborative and multicultural work environment.
• Impactful role in a company focused on customer needs and innovation.