Operations Support Officer

About the Role

Operations are where customer experience, payments, and partnerships come together.

As an Operations Support Officer, you play a critical behind-the-scenes role in ensuring that Mukuru’s domestic and international payment operations run smoothly. You will support partners, resolve queries, investigate issues, and contribute to continuous operational improvement — all while ensuring compliance and excellent service delivery.

This role is ideal for someone who enjoys problem-solving, working with multiple stakeholders, and ensuring that customers and partners receive timely, accurate support.

Your Mission

To support seamless payment operations by resolving partner and customer queries efficiently, strengthening operational processes, and contributing to a reliable and compliant financial services experience.

What You’ll Be Doing

Partner & Customer Support

• Resolve PayIn and PayOut partner queries in a timely and professional manner.
• Investigate customer and partner complaints and recommend appropriate actions.
• Build and maintain strong working relationships with internal teams and external partners.
• Ensure all queries and issues are tracked, managed, and resolved within agreed timelines.

Operations Monitoring & Issue Resolution

• Monitor daily domestic and international payments to identify and resolve issues.
• Escalate unresolved or high-risk matters in line with operational procedures.
• Support the resolution of unclosed or suspended transactions.

Administrative & Operational Support

• Provide administrative support to the operations team.
• Maintain accurate records, reports, and documentation.
• Ensure strict adherence to operational controls, procedures, and compliance requirements.

Process Improvement & Knowledge Management

• Identify opportunities to improve efficiency and productivity within operations.
• Stay updated on Mukuru products, systems, and process changes.
• Contribute ideas that enhance customer experience and operational effectiveness.

Performance & Professional Development

• Participate in monthly KPI discussions and performance reviews.
• Take ownership of personal development and continuous learning.
• Maintain a strong understanding of regulatory requirements and operational best practices.

What You Bring

Qualifications

• Grade 12 or equivalent (Essential)
• Degree or Diploma (Desirable)

Experience

• Minimum 6 months’ experience in customer service, contact centre, or operations support
• Experience in financial services or payments environments (Advantageous)

Knowledge & Skills

• Knowledge of money transfer procedures
• Understanding of FICA and AML regulations
• Knowledge of African currencies (Essential)
• Strong computer literacy
• Excellent verbal and written communication skills
• Good time management and organisational skills
• High attention to detail and accuracy
• Conflict management and problem-solving ability

Core Attributes

• Service-oriented and customer-focused
• Reliable and accountable
• Professional and ethical
• Proactive with a readiness to learn
• Analytical and systematic approach to work

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

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