Partner Success Manager
MFS Africa, South Africa

MFS Africa is the leading digital payments hub in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to unbanked people. MFS Africa connects over 200 million mobile money users across sub-Saharan Africa through its platform the MFS Hub. As a B2B company, we enable cross-border payment for mobile money operators, banks, money transfer operators, large corporate and a growing number of SMEs. Our recent partnership with Visa will soon allow us to connect the MFS Hub to Visa.net, effectively connecting African consumers and businesses to the global digital economy. As a technology fintech company, we strive to automate everything we do and run world-class back-office operations spread between Johannesburg, Port-Louis, Accra and soon Nairobi. We also have a compliance team in Johannesburg, London and Port-Louis and are regulated by the FSC in Mauritius and the FCA in the UK.

The Role

Global Payments is a client-centric business unit which is composed of a dynamic, fast-moving, innovative team responsible for onboarding new partners, nurturing existing partnerships, and providing best-in-class customer service. As a core member of the team, the Partner Success Manager will coordinate key internal and external projects aimed at increasing partner delight. They will act as the MFS Africa ambassador of the ultimate partner experience and lead by example. They will also be required to translate all service-related concerns raised by partners into improvement projects and implement effective preventative measures with the aim of continually improving the end-to-end service cycle to our partners.

As the Partner Success Manager, your role will be to ensure that key projects are delivered on time and produce the desired results. You will be the go-to person for the Global Payment’s internal project planning and execution, managing timelines and milestone tracking for both internal stakeholders and our partners. You will also be the main go-to for onboarding of new partners, coordinating with cross-functional team members for support.

You should be an excellent communicator and comfortable managing multiple tasks. We seek a team player who can motivate teams and unblock issues, and has a can-do attitude. The Partner Success Manager, Global Payments will work closely with and report to the Head of Partner Support, Global Payments. The position will be based in Johannesburg, South Africa.

MFS Africa seeks to attract great talent, wherever we can find it, and as such we welcome applications from a diverse pool of candidates.

The duties and responsibilities of the role will be as follows:

• Manage the relationship with the client and all stakeholders to ensure maximum partner satisfaction
• Continually assess client satisfaction and come up with innovative ways to further improve the NPS
• Coordinate internal resources for the flawless execution of projects
• Be the central contact for partner onboarding
• Represent MFS Africa and be a key point of contact for our live partners and ensure a seamless services transition from onboarding to go-live
• Own departmental internal improvement projects and work with the right teams to achieve the project milestones
• Work closely with the team on partner onboarding projects, roadmap planning, initiation, execution and closure

Requirements

Essential skills

• Customer delight journey amp; client satisfaction management
• Results-oriented able to track KPIs and find areas of improvement
• Superb communication with superior oral and written communication skills and the ability to communicate in a clear, concise way
• Team player able to meet work well within a team environment
• Ability to communicate across different organisational levels
• Creative thinking propose innovative solutions to solving problems
• Ability to systemically organise information and prioritize tasks
• Ownership and initiative take ownership of and proactively resolve blocking points whether people or operational
• Hunger and curiosity to see through the successful delivery of projects
• Ability to shift between operational detail to high level big picture and be comfortable with both
• Time management skills and critical path identification ability in order to effectively deliver improvement projects on time
• Strong documentation skills

Desirable skills

• Basic understanding of the Telco and Mobile Money industry
• Project management qualification (PMP) or equivalent through experience

Qualifications and Experience

• Minimum 5 years of experience in managing client

Job Rewards and Benefits