Analyst : Operations

ABOUT CELLULANT

Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses. Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments. With local acquiring in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.

OUR STORY:

Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape. We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent. Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.

OUR VISION:

To enable seamless payments across Africa for businesses, banks and consumers. Read more about us and our leadership team.
This role is location agnostic; however, a candidate’s home time zone will be relevant to success in the role (GMT –1 to +3, with strong preference for Botswana).
JOB DESCRIPTION:
Role Summary:
Do you care about customer delight and enjoy solving problems? Would you thrive in a customer-focused role, ready to reconcile transactions and resolve customer issues. The commercial operations team is looking for a level-headed Operations Analyst to join us. This role is central to our customer success and requires creative problem-solving, critical thinking, and empathy. Professional interaction, active listening, and analytical skills are essential to educate and provide accurate solutions to customer inquiries, while handling complex customer issues with compassion.

CORE RESPONSIBILITIES

• Reconciliation & Settlement: Ensure adherence to SLA’s for all customers to drive satisfaction and delight.
• Issue Resolution: Address and resolve technical issues affecting service quality promptly.
• Customer Complaints: Resolve customer issues and complaints effectively.
• Operations Metrics Analysis: Analyze customer transaction trends to provide insights that drive commercial and operational excellence.
• Engagement: Collaborate with engagement managers to meet client needs.
• Service Monitoring: Oversee the commercial implications of Q.O.S per customer to ensure perfect service.
• Commercial Orientation: A strong focus on reviewing service issues and understanding their impact on customer experience.
• Self-Starter: Highly entrepreneurial, passionate, and tech-savvy.
• Communication Skills: Excellent written and verbal communication skills. Ability to explain concepts clearly and concisely.
• Workload Management: Capability to prioritize and manage workload to meet and exceed deadlines and OKRs (Objectives and Key Results).
• Problem Solving: Patience, strong problem-solving skills, ambitious, proactive/assertive, and dependable in following through on tasks.
• Technical Aptitude: Ability to absorb technical information, understand customer data, and apply business solutions.
• Detail Orientation: High accuracy and detail-oriented approach to work.
• Analytical Skills: Strong aptitude for math and highly analytical mindset.

QUALIFICATIONS & EXPERIENCE:
Experience: At least 3 years of professional experience in a related field.

• Interpersonal Skills: Strong interpersonal and oral communication skills.
• Multitasking: Ability to handle multiple tasks effectively.

SKILLS AND ATTRIBUTES PREFERRED:

Skills:

• Problem Solving: Ability to tackle challenges creatively and effectively.
• Critical Thinking: Evaluate and analyze information to make informed decisions.
• Empathy: Understand and share the feelings of customers to address their concerns compassionately.
• Communication: Strong written and verbal communication skills to convey concepts clearly and concisely.
• Analytical Skills: Ability to analyze customer transaction trends and provide actionable insights.
• Technical Aptitude: Capacity to understand technical information and apply it to business solutions.
• Attention to Detail: Accuracy and thoroughness in all tasks.
• Interpersonal Skills: Ability to interact professionally with customers and team members.

Personal attributes:

• Empathy: A genuine concern for customer needs and the ability to connect with customers on a personal level.
• Proactiveness: An entrepreneurial spirit and a self-starter attitude, always looking for ways to improve processes and resolve issues.
• Resilience: The ability to stay calm and effective under pressure, handling multiple tasks and deadlines.
• Patience: The capacity to remain patient and composed, especially when dealing with complex or repetitive customer issues.
• Dependability: Being reliable and consistent in following through on tasks and commitments.
• Detail-Oriented: A keen eye for detail, ensuring accuracy in reconciliation and analysis tasks.
• Adaptability: Flexibility to adapt to changing priorities and customer needs.
  Why Work For Us?
• In 2003, we set out to create a world-class business for Africa, by Africans, in Africa.
  Some exciting things about us...
• We have an Extensive Footprint: We have an office presence in 18 countries and our products serve 35 countries across Africa with a global workforce of nearly 500 employees.
• We believe that innovation is at the Heart of Fintech: Thousands of companies use our technology to deliver seamless payment experiences. Our customers range from various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, to Remittances.
• We Support a Diverse and Inclusive Workforce: We focus on the growth and development of our employees through well-developed, individualized career paths ensuring you reach your full potential in a supportive and delivery-oriented environment.
• We Put our Employees First: We offer market-related compensation, generous personal time off and, markets permitting, medical and life insurance benefits.
• We Seek Collaborative Builders: At Cellulant, we believe that great ideas happen when we come together. We, therefore, nurture a collaborative work environment that challenges, engages and empowers each person to contribute to the growth and success of the business.
• We Solve for Africa’s Digital Economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.