Job Summary
As Pesapal continues its rapid expansion, ensuring a
seamless, efficient, and positive customer experience is paramount. We are
seeking a highly skilled and motivated Program Manager –Customer
Operations & Process Excellence to optimize operational
performance to ensure scalability, efficiency, customer-centricity, and
regulatory compliance.
Reporting to the Chief Operating Officer (COO),this is a
high-impact, cross-functional role designed for a strategic thinker who is also
an exceptional executor. You will be responsible for mapping, redesigning, and
implementing the systems and processes that form the backbone of our customer
journey. Working closely with Customer Experience, Account Management, Sales,
Risk, and Finance, you will eliminate bottlenecks, drive efficiency, and
ultimately build a world-class operational framework that supports our scale
and enhances customer satisfaction.
Key Responsibilities
Customer-Centric Process Design & Optimization
- Lead
end-to-end customer journey mapping for critical processes including
onboarding, KYC, transaction processing, dispute resolution, and support.
- Translate
customer insights, complaints, and feedback into actionable improvements
that reduce friction and improve satisfaction.
- Identify
bottlenecks, manual interventions, and pain points across workflows using
analytics, VoC feedback, and journey mapping tools.
- Design
and implement streamlined, automated, and scalable workflows aligned to
customer expectations and regulatory requirements.
- Document
and maintain Standard Operating Procedures (SOPs), policies, and Service
Level Agreements (SLAs) across key departments.
Systems Enablement & Automation
- Collaborate
with Technical, Product, and Customer Experience teams to embed
customer-first thinking in process and systems design.
- Partner
on the evaluation, selection, and implementation of enabling technologies
such as CRMs, ticketing systems, knowledge bases).
- Translate
business needs into technical specifications, coordinate user acceptance
testing and track deployment readiness.
- Support
deployment of self-service tools (e.g., smart IVRs, digital forms,
chatbots) and ensure alignment with user experience principles.
Operational Efficiency & Cost Optimization.
- Analyze
and streamline workflows using Lean Six Sigma and value stream mapping.
- Lead
initiatives to reduce manual work, redundancies, and operational costs.
- Drive
standardization and documentation of SOPs, SLAs, and quality frameworks.
- Champion
digital-first, paperless, and self-service processes.
Cross-Functional Program Leadership
- Act as
the process improvement lead, coordinating across departments to deliver
high-impact change initiatives.
- Drive
cross-functional workshops and project teams focused on optimizing
customer-facing and internal operations.
- Create
and manage detailed project plans, including scope, milestones, risk
tracking, and communication strategies.
- Proactively
resolve interdepartmental blockers and ensure process changes are
delivered on time, within scope, and with minimal disruption.
Compliance & Quality Assurance
- Ensure
all processes are compliant with regulatory frameworks including AML, KYC,
PCI-DSS, and internal risk controls.
- Proactively
identify and address potential compliance risks in workflows before they
escalate.
- Collaborate
with Risk and Internal Audit to address gaps and maintain audit readiness.
- Lead
root cause analysis and corrective action planning for operational
failures.
Performance Monitoring & Reporting.
- Define,
track, and report on process effectiveness KPIs such as: Customer Effort
Score (CES), CSAT, NPS, First Contact Resolution (FCR), SLA and QA
adherence metrics
- Create
and maintain dashboards and reports for the senior leadership, providing
clear visibility into operational performance and the impact of
improvement initiatives.
- Conduct
post-implementation reviews to assess the success of changes and identify
opportunities for continuous improvement.
- Use
analytics to drive data-backed decisions and proactive issue resolution.
Required Qualifications & Experience
- Bachelor’s
degree in business administration, Finance, Information Technology,
Engineering, or a related field.
- A
minimum of 5 years of experience in program management, project
management, or operations management, preferably within a fintech,
payments, banking, or fast-paced technology environment.
- Proven
track record of leading complex, cross-functional projects focused on
business process re-engineering and optimization.
- Strong
understanding of process improvement methodologies such as Lean, Six
Sigma, or Agile. Formal certification is a strong plus.
- Hands-on
experience with operational tools such as CRM systems (e.g., Salesforce,
Zoho), customer support platforms (e.g., Zendesk, Jira Service Desk), and
project management software (e.g., Trello, Jira).
How to Apply
Interested candidates should submit ONLY their C.V. and an application letter to kazi@pesapal.com, to be received by 1st August, 2025