Sales Operations Manager (E-Payments Sector)

Are you an experienced leader with a passion for driving business improvement and delivering exceptional customer experiences? Then this is the job for you!

Overview: Our client is a globally integrated logistics, distribution and transaction services company with operations in 19 markets across the Caribbean, South Pacific, Asia and Central America. Part of their portfolio includes a world-class, secure and stable transaction service using the most advanced technologies to sell electronic and physical credit in retail outlets through their countries of operation. These include: ‘Top up for mobiles’, “Prepaid electricity”, “Prepaid Cable T.V” and “Electronic E Commerce vouchers” for local and global brands.

Due to growth, they are seeking to appoint a proven professional to “lead from the front” based in the Turks & Caicos office.

Duties & Responsibilities:

• The Sales Operations Manager will provide administrative and operational collaboration across the Sales, Merchant Support/Service, Credit and Collections functions. This role is responsible for oversight of the market’s operations with a view to maximising earnings and the customer experience.
  
• Reporting directly to the Chief Operations Officer, the incumbent will ensure that there is clear and effective communication between the sales, recharge team and clients. The role requires monitoring and analysis of the market to provide stakeholders with recommendations and insights to track and improve performance. This position will entail establishing processes to provide consistently high levels of customer service in a cost-effective manner while delivering the revenues and operational needs of the business, to maximize commercial performance whilst providing the best customer experience at all stages of the customer journey.
  
• Drive the sales function in the market, strengthening current relationships with partners and merchants and building new ones.
  
• Drive the achievement of market KPIs and regional strategies as assigned by the COO.
  
• Manage communication flow to ensure accuracy and transparency with internal and external stakeholders
  
• Drive operational strategy and planning by helping to develop and measure key team objectives
  
• Analyze the customer onboarding and sales cycle with a view to building best practice at every stage of the sales process
  
• Partner with Regional Sales, Marketing, and Logistics to ensure optimum performance of goods within market.
  
• Oversee the efficient dispatch of sales and service personnel, to ensure that customer top-ups and service requests are handled within service level agreements (SLA).
  
• Identify and minimize potential gaps in collections.
  
• Manage the credit and collections team in identifying and streamlining payment portals within the market and ensure no bad debt.
  
• Initiate random checks to confirm the validity of payment portals.
  
• Support the security of personnel and company assets by guiding the development and execution of related procedures and policies.
  
• Support resolution of customer-related issues throughout the business by delivering prompt, professional solutions for customer inquiries.
  
• Produce high level business reports and presentations.
  
• Work with the Finance department to accurately process any chargebacks or refunds for customers.