Back Office Team Lead
Description
- Payments Reconciliation & Troubleshooting Perform daily reconciliation of all incoming and outgoing payments across mobile money platforms (MTN Mobile Money, Airtel Money) and other payment channels. Investigate and resolve payment discrepancies, failed transactions, duplicate entries, and unallocated payments in a timely manner. Maintain accurate and up-to-date records of all reconciled transactions using Excel / Google Sheets. Coordinate with the Finance team and mobile money providers to resolve escalated payment issues. Proactively identify recurring payment failure patterns and recommend process or system improvements. Ensure payment reconciliation is completed within agreed daily SLAs and flag exceptions to management immediately.
- Warehouse & Stock Records Verify and maintain accurate inventory records of all handsets and accessories in the warehouse, ensuring alignment between physical stock and system records. Conduct or oversee regular stock counts and spot checks; investigate and reconcile variances. Ensure all stock entries, transfers, and adjustments are captured correctly and promptly in the CRM or stock management system. Liaise with the warehouse team to maintain data integrity and flag discrepancies or anomalies.
- Device Deliveries & Phone Movements Oversee and track the movement of devices from warehouse to field agents, partners, and customers. Ensure all outbound deliveries and inbound returns are accurately logged with corresponding documentation (delivery notes, waybills, receipts). Coordinate with logistics and field teams to resolve delivery discrepancies, missing items, or damaged devices. Maintain a real-time view of device movement status and escalate delays or losses as appropriate. Monitor turnaround times for device dispatch and returns, identifying bottlenecks and driving improvements.
- Refund Processing & Controls Manage the end-to-end refund process: review and validate refund requests, confirm eligibility, obtain necessary approvals, and coordinate disbursement. Maintain a refund tracker with accurate records of all requests, statuses, and outcomes. Ensure refunds are processed within defined SLAs and that customers and partners are kept informed of progress. Apply internal controls to prevent unauthorised, duplicate, or fraudulent refunds. Escalate complex or high-value refund cases to the Head of Operations with a clear case summary and recommendation.
- Team Supervision & Customer/Partner Support Lead, schedule, and supervise a team of 2–5 Back Office Agents responsible for day-to-day customer and partner support tasks. Oversee the quality and accuracy of agent-handled tasks including PIN resets, payment initiations, account queries, and partner onboarding support. Conduct daily team briefings, assign workloads, and monitor task XXXX XXXX
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