Customer Success Operations Manager

Job description

**Who we are:** [Mama Money](https://www.mamamoney.co.za/) is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform. We give people the tools to send, save, and manage money — on their own terms, at a socially fair price. Mama HQ is in beautiful Cape Town, South Africa. We're 150 people strong (and counting), representing 19 countries across Africa, Asia, the UK, and Europe. From remittances to a growing range of financial products, everything we build is in service of people who deserve better. Our culture reflects that same commitment. We look after our team the way we want them to look after our customers. "Just be lekker!" means we trust our talented, diverse people to do what's right and make it happen — simply and with heart. We've earned a few accolades, built lasting partnerships, and grown our reach in ways we're proud of. We've had good times and tough times, but our focus has never shifted. People over profit, always. We are looking for a CS Operations Manager to lead our Customer Service and Operations function. This is a senior leadership role responsible for managing a team of managers and ensuring our customers receive a consistently excellent experience across all touchpoints. You will play a key role in shaping operational strategy, driving continuous improvement, and ensuring that our teams are equipped to scale alongside a fast-growing business ### As our Customer Success Operations Manager you will: - Leadership & People Management: Lead, coach, and develop a team of operations managers, fostering a high-performance culture - Set clear performance expectations, conduct regular reviews, and support career development across the team - Drive accountability and engagement at all levels of the operations function - Operational Excellence: Oversee the end-to-end delivery of customer service operations, ensuring quality, efficiency, and consistency - Define and monitor key performance indicators (KPIs) across the department, using data to identify trends and drive improvement - Develop, implement, and refine operational processes, policies, and procedures - Manage escalations and ensure robust resolution frameworks are in place - Strategy & Stakeholder Engagement: Partner with senior leadership to align operational goals with broader business objectives - Contribute to long-term planning for the CS and Operations function, including headcount forecasting, tooling, and process design - Work cross-functionally with Product, Technology, Compliance, and Finance to deliver seamless customer outcomes - Reporting & Compliance: Produce regular operational reports for senior leadership, highlighting performance, risks, and opportunities - Ensure all operations adhere to relevant regulatory and compliance requirements - Maintain a strong understanding of the fintech and remittance landscape to anticipate operational challenges ### Required experience: - 5+ years of experience in operations or customer service management, with at least 3 years in a senior or multi-team leadership role - Proven track record of managing managers and developing high-performing teams - Experience in fintech, financial services, or a similarly regulated industry is strongly preferred - Demonstrated ability to design and implement operational processes at scale - A relevant tertiary qualification is advantageous ### Skill and attributes: - Strong analytical and problem-solving skills, with a data-driven approach to decision-making - Excellent interpersonal and communication skills, with the ability to influence across all levels - High level of organisational maturity and the ability to manage competing priorities in a fast-paced environment - A collaborative and empathetic leadership style, with a genuine commitment to people development - Comfortable operating with ambiguity and driving clarity for your teams - Tools: ZenDesk Jira,