Job Title: Deputy General Manager – Mobile Money Operations
Department: Digital Financial Services / Mobile Money
Location: Cameroon
Reports to: General Manager
Type: Full-time | Permanent
Role Overview:
The Deputy General Manager (DGM) – Mobile Money Operations will be responsible for overseeing the day-to-day operations, growth strategy, partner management, and service excellence of the mobile money business. This leadership role requires deep expertise in mobile financial services, regulatory compliance, and operational excellence, with a strong ability to lead cross-functional teams and manage external partnerships.
Key Responsibilities:
- Strategic & Operational Leadership
- Oversee the full operational lifecycle of mobile money services including wallet, cash-in/out, bill payments, P2P, airtime, merchant payments, etc.
- Develop and implement business plans, KPIs, and SOPs to improve service delivery, uptime, and customer satisfaction.
- Support GM in developing the long-term roadmap for the mobile money ecosystem.
- Partner & Channel Management
- Manage relationships with key stakeholders including telecom operators, banks, agents, aggregators, utility providers, and merchants.
- Oversee agent network development, performance monitoring, and expansion strategies.
- Regulatory & Compliance Oversight
- Ensure compliance with central bank/mobile money regulations, AML/CFT guidelines, data privacy, and KYC policies.
- Liaise with legal, audit, and compliance teams on risk assessments and regulatory audits.
- Customer Experience & Service Delivery
- Work with customer service, product, and IT teams to improve transaction success rates, reduce downtime, and respond to escalations.
- Lead the deployment of support tools like USSD, chatbots, CRM systems for mobile money users.
- Financial & Reconciliation Management
- Monitor revenue performance, commissions, and costs associated with mobile money operations.
- Supervise daily settlement and reconciliation processes with banks, agents, and merchants.
- Approve exception handling, refund flows, and dispute management.
- Team Management
- Lead and mentor a multi-disciplinary team covering operations, settlements, agent onboarding, and customer care.
- Conduct regular performance reviews and build capacity through training and knowledge sharing.
Qualifications & Experience:
- Bachelor’s degree in Business, Finance, IT, or related field (MBA preferred)
- Minimum of 12–15 years of experience in financial services, fintech, or telecom, with at least 4 years in mobile money operations
- Proven leadership in managing large teams and multi-partner ecosystems
- Strong understanding of mobile payments infrastructure, wallet systems, and payment regulations
- Hands-on experience with agent network management, customer support platforms, and reconciliation systems
Skills & Competencies:
- Strong analytical, organizational, and problem-solving skills
- Excellent stakeholder and vendor management
- High integrity and compliance orientation
- Effective communication and leadership skills
- Ability to work in a fast-paced, evolving digital environment
Preferred Certifications (Optional):
- Certified Digital Finance Practitioner (CDFP)
- CAMS (AML certification)
- ITIL, PMP, or Six Sigma (for operational excellence)
Interested candidates are invited to submit their cover letter, CV, copy of diploma, and salary expectations no later than 30 days after the publication of this announcement to the following address : excofidaco.recrutement@gmail.com
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