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Job Details
Terms of Reference
Posted: 2025-10-24 11:50:39 Deadline: Not Specified Full-time Salary: Confidential
Cellulant is Africa's leading payments company, providing seamless, secure, and innovative solutions that empower businesses, banks, and global brands to thrive in a fast-changing global economy. With operations in more than 24 countries and access to over 200 payment methods, Cellulant’s single API payment platform, Tingg, simplifies collections, disbursements, and reconciliations—processing over one million transactions daily across key sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances.
Role Overview
The Principal: Payment Method Operations & Performance – Africa is responsible for driving operational excellence across Cellulant’s payment method ecosystem in all African markets. The role ensures reliability, liquidity, SLA adherence, and operational health of payment methods in collaboration with Country Managers, Treasury, Product, and Compliance teams. This is a high-impact position requiring strategic oversight, resilience, and the ability to navigate complex, cross-market operational environments.
Key Responsibilities
Monitor and manage end-to-end operational performance for active payment methods, including mobile money, bank rails, and wallets.
Track real-time performance dashboards and intervene proactively when SLAs are at risk.
Ensure compliance with SLAs related to settlements, reversals, refunds, and method availability.
Oversee float utilization and thresholds across markets to maintain liquidity continuity.
Collaborate with Treasury and Finance teams to execute settlements and resolve payment exceptions.
Lead root cause analyses for settlement delays or float breaches and implement corrective actions.
Support Country Managers with partner onboarding, performance reviews, and operational escalations.
Manage incident triage, escalation, and coordination with Product and Engineering teams.
Conduct post-incident reviews, capture learnings, and feed them into process improvements.
Own reporting for SLA adherence, float sufficiency, settlement completion, and refund timelines.
Partner with Data and Compliance teams to ensure accurate operational analytics and intelligence.
Define and track KPIs reflecting the reliability and efficiency of each payment method.
Participate in Incident Review Boards, Portfolio Reviews, and Product Operations forums to promote continuous improvement.
Maintain and evolve the African Markets Playbook to standardize operational best practices.
Identify and flag systemic issues requiring platform-level or roadmap adjustments.
Key Interfaces
Product & Engineering: For incident triage, testing, and new feature rollouts.
Country Managers: For partner support, contextual insights, and issue resolution.
Treasury: For float management, liquidity assurance, and settlement validation.
Compliance: For regulatory alignment and market-specific audit preparation.
Customer Success: To track and resolve customer-impacting operational incidents.
Success Metrics
SLA adherence across settlement, reversals, and refund processes.
Float sufficiency maintained within target thresholds.
High settlement completion rates and minimal exceptions.
Reduced incident resolution times (MTTR).
Improved Partner Operational NPS through consistent performance.
Minimal regulatory or audit-related issues.
Why Work with Cellulant
At Cellulant, transforming payments in Africa is more than a mission—it is a movement. The company simplifies the way people pay and get paid, opening markets, bridging wealth gaps, and connecting Africa to the global economy. With a presence in over 35 countries, offices in more than 10, and a diverse team of over 300 employees, Cellulant empowers thousands of companies across multiple sectors including Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances.
Cellulant champions a collaborative, inclusive, and innovative work culture that fosters professional growth and excellence. Employees enjoy market-related compensation, generous personal time off, medical and life insurance benefits (market permitting), and access to tailored career development paths. Joining Cellulant means being part of a mission to solve Africa’s digital economy challenges and accelerate prosperity across the continent.
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