Partner Operations Specialist

JUMO; South Africa; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Remote-friendly policy

Cape Town coworking spaces

Job summary

JUMO, based in South Africa, seeks a Partner Operations Specialist to manage a scalable query management and partner touch point model across Africa, focusing on Banking partners. You will report to the Customer and Partner Operations Manager and drive improvements with shared services.

Key requirements include 3+ years in Operations, knowledge of Jira Service Desk, and the ability to own delivery in a remote-first environment with optional co-working in Cape Town.

Qualifications

• Undergraduate Degree or Diploma in a relevant field.
• Operations Management qualification is desirable.
• 3+ years in Operations, preferably with exposure to the Financial Services sector.
• Strong working knowledge of helpdesk systems including Jira Service Desk.
• Understanding banking principles and requirements.
• Ability to drive delivery of high standards within required timeframes.
• Ability to self-manage and take ownership.
• Strong communication and relationship-building skills.
• Logical thinking with strong problem-solving and process-optimisation skills.
• Ability to prioritise and adapt to changing priorities.

Responsibilities

• Manage partner logged issues and requests to ensure effective reporting and restoration of root causes.
• Implement a system to track recurring banking partner issues and fix root causes.
• Produce meaningful partner queries reporting to guide development within Partner Operations.
• Collect, analyse and coordinate partner operational requests across shared services.
• Identify SLA breaches and drive resolution with shared service teams; escalate when needed.
• Maintain and create user access on partner portal and other systems.
• Monitor services, resolve incidents, fulfill requests and perform operational tasks.
• Document team processes to support onboarding of future specialists.
• Ensure knowledge transfer of internal helpdesk systems and partner operations functions.
• Measure query performance and drive continuous improvement.
• Coordinate with other shared services for alignment and frictionless delivery.
• Prioritise and coordinate work with other shared service teams.

Skills

Operations management

Problem solving

Communication

Self-management

Education

Undergraduate Degree or Diploma in a relevant field

Operations Management qualification

Tools

Jira Service Desk

Job description

As a Partner Operations Specialist, you will be accountable for managing a standardised and scalable query management and partner touch point operating model which will provide JUMO’s partners with a professional and effective operational service across several geographical territories in Africa, with a specific focus on Banking partners. This position will report to the Customer and Partner Operations Manager.

You will

• Manage partner logged issues and requests to ensure effective reporting, root cause issue resolution, and a trademark level of service.
• Implement a system that tracks re-occurring banking partner issues/requests and ensures cases are built to effectively fix the root cause and reduce the overall number of future queries.
• Manage the reporting on all partner queries and ensure that the reporting is meaningful and results in focussed areas of development within the partner operations function.
• Collect, analyse and coordinate the partner operational requests across all shared services.
• Highlight any breaches in SLAs and drive the complete resolution with the different shared service teams. Escalate where necessary, track and report on internal inefficiency.
• Maintain and create user access on the partner portal and other partner-facing / internal operational systems.
• Monitor services, resolve incidents, fulfill requests, and carry out operational tasks.
• Ensure the documentation of team processes is created and updated to allow for a seamless onboarding experience for future partner operations specialists.
• Ensure knowledge documentation and knowledge transfer of the internal helpdesk systems and partner operations function.
• Measure query performance & seek continuous improvement.
• Liaise with other shared services to ensure alignment & frictionless delivery.
• Prioritise & coordinate work with other shared service teams.

You will need

• An undergraduate Degree or Diploma in a relevant field.
• A qualification in Operations Management is highly desirable.
• A minimum 3+ years in Operations preferably with exposure to the Financial Services sector.
• Strong working knowledge of helpdesk systems including Jira Service Desk.
• The ability to understand banking principles and requirements.
• To drive delivery of the highest standards within required timeframes.
• To lead by example & the ability to self-manage and take ownership.
• Strong communication and relationship building skills.
• To be a logical thinker with strong problem solving and process optimisation skills.
• The ability to prioritise, consider the bigger picture and be flexible with regards to changing priorities.

We ask a lot of each other at JUMO, but we give a lot too.

You will love

• Collaborating with smart, engaging people in an inspiring work environment.
• Working for impact.
• Growing and learning continuously, with loads of encouragement and support.
• Boldly taking risks as we navigate new challenges.
• Being autonomous and empowered to lead.
• A stack of leading-edge technologies.

Remote First

You will be based in South Africa. We operate a remote first working approach where working remotely is our default way of working. We have co-working spaces available in Cape Town for collaboration and connection and for the use of those who value and want to work out of an office. You have flexibility where to work from, as long as you have access to a reliable connection and are set up to work remotely.

Diversity and Inclusion

At JUMO, we firmly believe that diversity strengthens our teams. We are dedicated to fostering an inclusive recruitment process that cultivates an environment where all individuals can be authentic, collaborate, and thrive.