Back Office Team Lead

1. 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.

2. 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.

3. 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.

4. 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.

5. 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 completion against agreed SLAs.

•      Provide on-the-job coaching and guidance to agents, escalating performance issues to HR as needed.

•      Act as the first escalation point for complex or sensitive customer and partner issues.

•      Conduct quality checks on completed tickets and transactions to ensure accuracy and compliance with SOPs.

•      Maintain and update the team's Standard Operating Procedures (SOPs) and desk guides as processes evolve.

6. Reporting & Process Improvement

•      Produce daily, weekly, and monthly operational reports covering payments reconciliation, stock status, device movements, refund volumes, and team productivity.

•      Track team KPIs and SLA compliance, presenting findings to the Head of Operations.

•      Identify inefficiencies in back-office workflows and propose practical, scalable improvements.

•      Support the implementation of new tools, systems, or process changes as the business grows.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section