Partner Operations Representative job at Wave
About the Organization
We’re on a mission to make Africa the first cashless continent
On a continent where over half the population has no bank account, Wave is building the first modern financial network — no account fees, instantly available, and accepted everywhere!
Job Description
Our Partner Operations team is dedicated to seamlessly integrating all bill payment services our users desire across all our applications - customer, agent, and business. Our mission is to ensure these payment services are implemented and maintained efficiently, providing the highest level of reliability and availability. Your role is to strive to keep our business accounts well-funded while fostering strong, mutually beneficial, and sustainable relationships with our partners.
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Duties and Responsibilities
Manage and resolve partner cases and issues our customer support teams escalated.
Interpret Periscope charts and utilize the data to support and make meaningful decisions for our internal teams and partners.
Have clear communication with users regarding issues, claims, and any outages.
Escalate all cases, claims, and outages to the appropriate teams to be resolved.
Communicate clearly and coordinate with different teams to support our partners effectively and timely. Depending on the scenario, these include customer support, product teams, engineering, finance, compliance, and others.
Ship announcements with easily understandable subject matters for public consumption.
Treat bugs and requests timely, and address them to the integrations team to support our partners better.
Communicate precise partner requirements clearly to the engineering team with little or no product manager intervention.
Qualification, Experiences and Competencies
Fluency in English and a local language.
At least a Bachelor's degree in IT or a related discipline.
3 to 5 years experience in a comparable position in a customer service or back office operations role.
Basic data analysis skills & SQL knowledge.
Have a good understanding of financial services from a bank, financial institution, fintech, or telco.
Have good analytical skills to interpret complex data and make actionable recommendations.
Experience in eliciting, analyzing, and documenting functional and technical requirements
Proficiency in understanding and interpreting technical documentation, particularly APIs and regulatory requirements.
Ability to effectively analyze problems and opportunities, build a shared understanding across the team, and formulate possible solutions.
Excellent communication and collaboration skills, with the ability to work effectively across multidisciplinary teams.
Ability to understand business and technical concepts & to communicate these effectively to all audiences.
Seek to achieve excellence in everything you do.
Are an excellent listener who makes other people feel heard.
Have the Ability to deeply understand and succinctly communicate users’ needs to lead and the rest of the product team.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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