Network Account Manager – Africa
Context of the role
Reporting to The Global Head of Network and dotted to the SVP, Africa, this role will be based in Nairobi, Kenya overseeing the optimisation of Thunes’ receiving partners across Africa. You’ll be responsible for making Thunes’ s partners successful, and for using customer feedback to drive improvements in our product and processes. You’re a natural people person who isn’t afraid to get scrappy to solve customer issues; you’re excited to become an expert in the high-growth technology businesses that rely on Thunes; you’re an energized and organized self-starter.
The ideal candidate should be independent, possesses high level of initiative and handles concerns/issues received from partners seriously. This role requires a strategic thinker with excellent project management skills with the ability to lead and manage time-sensitive, cross-functional initiatives in a fast-paced, highly entrepreneurial environment with little supervision.
Main focus areas are (a) improving quality of service (minimize failures and drive straight-through-processing), (b) optimize our costs, FX and funding models and (c) activate corridors and drive flows into Africa.
The role involves travel, a travel frequency of 20% is likely, potentially more if required
What we are looking for
At Thunes to ensure we set out clear expectations for the business and you to succeed, it is equally important for us in defining not only the nature of the role responsibilities but that the cultural fit in working style and approach is a match! So please read carefully below before putting yourself forward.
Minimally bachelor’s degree in business, finance, IT related discipline
~ 5 years+ experience in a senior role in account management, operations or service quality, consulting, or a related field
Has extensive hands-on experience of working with cross border payment flows, operations, and frictionless payments
Has worked with mobile wallets operators/banks/other financial institutions or remittance business with a multi-country remit in Africa
Operationally focused, with unwavering tenacity to see projects through to success, through execution by using planning, data, metrics, and organizational structures
Able to engage in and navigate fast-paced discussions internally and externally to drive positive outcome
Exceptional interpersonal skills and ability to develop strong working relationships across all levels
Ability to interface seamlessly with a global multicultural team
Possesses passion for the payments space and dares to push boundaries and create value
Strong analytical and quantitative skills with a passion for new technologies
Ability to work under pressure, manage priorities, possesses strong organizational skills and deal with uncertainties
Fluency in written and spoken English
Improving quality of service (QoS) of our pay-out network working closing with the relevant account managers and various internal functions to implement process or product improvements
Ensures quick and accurate responses to operational or QoS issues
Liaises with internal team (e.g. Technology, Customer Care, Product, and Treasury) to troubleshoot any issues quickly and effectively
Builds and drives strong relationships with key partner contacts and leverage on these to achieve the best possible experience
Becomes a payment expert through delivering expertise, educating, leading, and guiding partners and Thunes internal stakeholders on service quality, corridor activation and ensuring straight-through-process and eliminating any friction
Work with the various sales and account management teams and treasury to reduce costs and optimize our FX or funding models.
Shares feedback internally by consolidating partners’ feedback and evaluating the evolution of partners’ and Thunes needs
Collaborates with Thunes colleagues and works with available resources on internal and customer-facing projects
MODE OF APPLICATION
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At Thunes we made it our mission and we work 24/7/365 to solve one of the world’s most pressing problems: making financial services global and accessible to everyone.
We are able to do this by interconnecting diverse payment systems that enable better movement of funds into and out of emerging economies. Our network makes it possible for Mobile Wallet Operators, Corporations, Merchants, Money Transfer Operators and Banks to move funds in real time to and from emerging countries. We offer three key payment solutions (P2P remittance processing, corporate mass payouts and digital payment services) and our global network spans over 80 countries.