Head of Operations and Back office

Head of Operations and Back Office – Airtel Money Africa

Airtel Money Africa is looking for an experienced and visionary Head of Operations and Back Office to lead and optimize its mobile money platform across 14 African countries. This is a strategic leadership opportunity for professionals seeking fintech operations jobs in Africa or executive-level careers in mobile payments.

Key Job Information

• Position: Head of Operations and Back Office
• Location: Africa – Multi-country oversight
• Employment Type: Full-Time
• Experience Level: Executive / Senior Leadership
• Industry: Fintech / Mobile Money / Telecom

About Airtel Money Africa

Airtel Money is one of the leading mobile money operators in Africa, delivering accessible financial services to over 40 million users across 14 countries. Through a secure, 24/7 digital wallet platform, we empower customers to receive, store, and spend money safely via their mobile phones—connecting millions to the global financial system.

Our solutions span P2P transfers, bill payments, merchant payments, and digital banking in partnership with global financial institutions. As we continue to innovate and expand, we are committed to driving financial inclusion and digital transformation across the continent. If you’re looking for senior leadership roles in African fintech, Airtel Money offers the perfect platform to scale impact across multiple geographies.

Job Description

The Head of Operations and Back Office will be responsible for overseeing all mobile money operations across Airtel Africa’s operating companies (OpCos). This includes optimizing back-office functions, digitizing workflows, standardizing policies, and driving service excellence across multiple regions. The role requires exceptional stakeholder management, process re-engineering expertise, and leadership in digital transformation initiatives.

This role is designed for individuals with deep experience in mobile money operations, fintech process design, and managing large-scale customer and agent support ecosystems. The ideal candidate will have a proven track record in simplifying operational complexities and aligning operational goals to business outcomes.

Key Responsibilities

Operational Management

• Lead day-to-day operations of Airtel Money across all OpCos, covering customer transactions, wallet services, and agent/merchant support.
• Drive continuous improvement in processes for better speed, reliability, and customer experience.
• Ensure compliance with internal SLAs and partner expectations across digital payments and wallet services.
• Collaborate with product, technology, and compliance teams to operationalize and optimize features like bill payments, P2P, and CICO.
• Re-engineer User Acceptance Testing (UAT) processes for easier deployment at the OpCo level.
• Partner with RAFM teams to identify and prevent fraud in the mobile money ecosystem.

Back Office Management

• Oversee transaction monitoring, reconciliation with banking partners, and payment processor integration.
• Manage dispute resolution involving customer complaints, chargebacks, and transaction issues.
• Supervise wallet prefunding and reduce the number of ambiguous transactions through system improvements.
• Collaborate with CX and product teams to enhance customer journeys and streamline operations.
• Implement risk-based controls around PEP management and enhanced due diligence processes.

Partner Management

• Manage relationships with financial institutions, third-party vendors, and digital payment partners.
• Enforce contract SLAs, reconciliation, dispute management, and timely settlements.
• Drive onboarding, documentation, and integration of new partners, including automated agent training processes.

Innovation & Digital Transformation

• Champion automation and digitization of operational processes across the Airtel Money ecosystem.
• Support the launch of new features and regulatory changes from an operations standpoint.
• Identify inefficiencies and deploy AI-driven solutions to improve scalability and performance.

Strategic & Team Leadership

• Lead and mentor cross-border teams in operations and back-office functions across all operating countries.
• Collaborate with internal departments (Product, Technology, Customer Experience) and external regulators to ensure compliant operations.
• Foster a culture of performance, accountability, and continuous improvement.

Required Qualifications

• Postgraduate degree in Operations Management, Engineering, Project Management, or a related discipline.
• Minimum 15 years of professional experience, with at least 10 years in senior operations roles in fintech or telecom sectors.
• Proven experience managing end-to-end digital operations in a fast-paced B2C environment.
• Thorough understanding of mobile money ecosystems, cross-border payments, regulatory compliance, and fraud prevention.
• Strong governance, process orientation, and analytical skills.

Core Competencies and Skills

• Global mindset with experience across emerging markets, especially in Africa.
• Commercial acumen to align operations strategy with business growth goals.
• Proficiency in automation, digital tools, and scalable process design.
• Strong partner management and negotiation capabilities.
• Excellent communication, collaboration, and leadership skills.
• Willingness to travel across the African region to support local operations.

Why Join Airtel Money Africa?

This is a unique opportunity to join a mission-driven fintech company at the forefront of digital financial inclusion in Africa. As the Head of Operations and Back Office, you’ll help shape the future of mobile money services in Africa, drive innovation, and lead regional impact across 14 countries. Airtel Money offers a diverse and inclusive workplace where performance is recognized and leadership is cultivated.

How to Apply

If you’re ready to drive large-scale impact through operational excellence and digital innovation, apply now. Send your updated resume and a brief cover letter outlining your suitability for the role.

Note: Only shortlisted candidates will be contacted.

Airtel Money is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, religion, gender, or disability.