Client Success Operations

Client Success · Johannesburg, Gauteng
Department Client Success
Employment Type Full-Time
Minimum Experience Mid-level

Company Overview

Ozow is the future of payment as we know it. An oh-so (or Ozow) easy, automated, and ultra-secure EFT solution that helps customers pay in just a few seconds, merchants can initiate Ozow payments through a variety of payment platforms, such as SMS, eCommerce, eBilling, QR Code and instore Point-of-Sale (POS).

 

Ozow is bringing commerce to a wider audience, promoting financial inclusion, and innovating for our customers. Paying with us is Ozow easy, Ozow fast and Ozow trusted!

 

Job Description 

The purpose of this role is to drive business and operational excellence for Client Success. This means both externally focussed in terms of driving optimisation and productivity improvements with client accounts as well as internally in terms of optimising systems, tools, and processes to improve efficiencies and client engagement.


The role is diverse and will require the following focus:

  1. Account Management – management of account tiers that do not have dedicated CS Managers
  2. Business Excellence – enhance client engagement and communication
  3. Operational Transformation – Drive operational efficiencies in CS through tools and innovation
  4. BI – Reporting of key CS metrics to relevant stakeholders to ensure complete visibility across people, process & technology

 

 

You Will:

  • Optimise the client experience in terms of their engagement with Ozow through digital and automated channels eg. Ozow Website, Training Portal, etc
  • Engage with existing clients to fully understand their needs from revenue growth and payment product perspective, and find an opportunity to cross and up-sell to them
  • Identify and drive performance improvements for existing clients through rigorous data analysis
  • Perform data analysis to track and report on key CS metrics
  • Utilise Lean & Six Sigma methodologies to identify performance, product and operational gaps versus industry/competitor benchmarks
  • Drive Client Experience excellence through improvements in performance and client satisfaction
  • Rethinking operations end-to-end, incorporating digitalization / new advanced technologies along the whole value chain.
  • Adapting and embracing new technologies and new business models. Keeping up with new technologies to drive efficiencies & optimisation ie. AI, RPA, etc
  • Cultural Transformation and creating a culture of Operational Excellence and Innovation
  • Perform regular competitor analysis to evolve and enhance Ozow’s value proposition to existing clients


 

You Have:

  • Experience managing high volume and diverse portfolio of accounts
  • Strong communication, presentation and organisational skills
  • Proficient in analytical tools, including software such as MS project, Excel, MS Office
  • Knowledge of process maturity framework and process digitalisation through RPAs, AI, etc
  • Experience & Certification in Lean Six Sigma
  • A proactive, diligent and can-do attitude

 

 

Our DNA

We are a team that supports each other through this journey with respect and dignity no matter our background or where we from. We do not discriminate, exclude, or speak poorly of others. We uplift and value our relationships by being courteous, kind, and considerate​. We deliver honestly on our commitments. We own our actions, and we accept accountability for our decisions. ​We are open to new opportunities and new learnings. There is so much more to explore. Together we combine our knowledge and efforts, encouraging creativity into building the Unicorn we aspire to be. ​Through persistence, commitment, grit, endurance, and hard work, we strive to give out our best selves in the most passionate sense because we know that the effort, we put in today will get us closer to our achievements tomorrow.​


 

The Benefit
The Benefit of joining our 'Ozow Amazing' Team is that you get to experience vibrant growth firsthand. Come and be part of this highly energetic, enthusiastic, positive team whose sole focus is on growth, growing personally as individuals, locally and globally as a trendsetter. We are big into a healthy and balanced lifestyle by encouraging healthy diets and activity. 

 

Have an Ozow amazing day!

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  • Location
    Johannesburg, Gauteng
  • Department
    Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level