Job Vacancy at JUMO – Partner Operations Co-ordinator (Ghana)

About this job

As Partner Operations Co-ordinator // Ghana you will be accountable for successfully building a standardised and scalable query management and partner touch point system which will provide JUMO’s partners with a professional and effective operational service across several geographical territories (Africa and Pakistan). You will report to the Head of Strategic Delivery & Operations // Growth & New Markets.

You will

• Deal specifically with FSP (Financial Service Providers) partners and their related queries.
• Develop and standardise the way in which partners log issues and requests to ensure effective reporting, root cause issue resolution and a trademark level of service.
• Collect, analyse and coordinate the partner operational requests across all shared services.
• Manage escalations systematically through our existing systems ensuring that they can be easily reported on and tracked.
• Implement a system which tracks re-occurring partner issues/requests and ensure cases are built to effectively fix the root cause and reduce the overall number of future queries.
• Report on all partner queries and ensure that the reporting is meaningful and results in focussed areas of development within the partner operations function.
• Highlight any breaches in SLAs and drive the complete resolution with the different shared service teams. Escalate where necessary and track/report on internal inefficiency.
• Maintain and create user access on the partner portal and other partner facing/ internal operational systems.
• Monitor services, resolving incidents, fulfilling requests and carrying out operational tasks.
• Ensure the documentation of team processes is created and updated to allow for a seamless onboarding experience for future partner operations specialists.
• Ensure knowledge documentation and knowledge transfer of the internal helpdesk systems and partner operations function.
• Measurement of query performance & seeking continuous improvement.
• Liaising with other shared services to ensure alignment & frictionless delivery.
• Prioritisation & coordination of work with other shared service teams.

You will need

• Undergraduate Degree or Diploma in a relevant field.
• Minimum 3+ years in Operations preferably with exposure to the Financial Services sector.
• Strong working knowledge of helpdesk systems including Jira Service Desk.
• Ability to understand banking principles and requirements.
• Drive delivery of highest standards within required timeframes.
• Lead by example & Ability to self-manage and take ownership.
• Strong communication and relationship building skills.
• Logical thinker with strong problem solving and process optimisation skills.
• Ability to prioritise, consider the bigger picture and be flexible with regards to changing priorities.
• Strong Microsoft Office knowledge (i.e. Excel, etc.).

Bonus if you have

• A Qualification in Operations Management is highly desirable.

We ask a lot of each other at JUMO, but we give a lot too.

You will love

• Collaborating with smart, engaging people in an inspiring work environment.
• Working for impact.
• Growing and learning continuously, with loads of encouragement and support.
• Boldly taking risks as we navigate new challenges.
• Flexible work practices enabling your best delivery.
• Being autonomous and empowered to lead.

Remote First

You will be based in Ghana. We operate a remote first working approach where working remotely is our default way of working. We have co-working spaces available in Accra for collaboration and connection and for the use of those who value and want to work out of an office. You have flexibility where to work from, as long as you have access to a reliable connection and are set up to work remotely.

Diversity and Inclusion

At JUMO, we believe that diversity strengthens our teams and we strive in our recruitment process to create an environment where people from every background can collaborate and prosper and be themselves.

How to Apply

Qualified and interested individuals should click on the button below to apply.