Head of Service Delivery

We are looking for a Support Operations and Transformation leader to head the Partner Care department. The position is responsible for the development, execution, and maintenance of effective support processes to minimize waste and optimize output and resource use for the benefit of clients/stakeholders.

To ensure operational excellence of the team, the Partner Care Head effectively from day one, is able to keep service levels and case quality on target, is able to transform the function into a more automated, data-driven, and resolution-focused operation and is also responsible for developing strategies to improve and streamline processes through various methodologies, data analytics, and collaboration with relevant units.

KEY RESPONSIBILITIES

Operational requirements

• Strong experience in complex case investigation, including transaction exceptions and disputes
• Proven ownership of end-to-end resolution, from intake to closure
• Track record of managing backlogs and meeting SLA/TAT targets
• Skilled in root-cause analysis to prevent recurring issues
• Experience managing cross-unit dependencies and aligning stakeholders toward resolution
• Ability to redesign processes to improve quality, speed, and partner outcomes

Technology and transformation requirements

• Demonstrated exposure to automation, AI, analytics, and dashboards (e.g., Power BI)
• Hands-on experience with CRM and ticketing platforms
• Proven use of technology and process improvement to reduce manual work, unnecessary handoffs, and resolution time
• Transaction support or exception-management experience
• Keeps service levels, resolution quality, and backlog on target from the start
• Transforms Partner Care into a more automated, data-driven, and resolution-focused operation

QUALIFICATIONS

• Minimum of five (5) years of professional experience,
• At least three (3) years in a supervisory or managerial role, with proven ability to lead high-performing teams and manage service delivery operations
• Preferred Background - Banking, fintech, payments, digital banking, or e-wallet/remittance experience
• With extensive experience in crisis management and resolution of escalated concerns
• Can start immediately, an advantage