Operations Support Manager - Devices

About the role

Watu, a mobile financing company, is hiring an Operations Support Manager for its devices business in Dar es Salaam, Tanzania. The role reports to the Head of Department and acts as the main link between Operations, Sales, Credit, Customer Care, Risk and Compliance, as well as external partners and dealers. It covers operational excellence, portfolio health, fraud and compliance, and team leadership.

Key responsibilities

• Lead the operations team, allocate work, monitor turnaround time and oversee dealer onboarding, KYC checks and account setup.
• Ensure accuracy in account creation, transfers, linking, blocking and down payment reversals.
• Monitor portfolio health across dealers and front officers, tracking delinquency, fraud risk and recovery progress.
• Supervise fraud investigations with Risk and Compliance, run mystery call audits and enforce data security, iQMS and ISO standards.
• Issue operational communications to front officers, resolve escalated partner inquiries and fix cross-departmental bottlenecks.
• Approve daily and weekly operational reports, dashboards and sales summaries, and work with Product, IT and Analytics on technical issues and process automation.
• Train and mentor front-office and back-office staff, and supervise device stock allocation and vendor SLAs.
• Contribute to process improvement, automation and information security, and take on ad hoc projects.

Required profile

• Bachelor's degree in Business Administration, Management or a related field; Master's degree highly preferred.
• 5+ years in operations management, hardware/device support or technical operations, preferably in device or asset financing.
• ITIL or PMP/PRINCE2 certification preferred.
• English at C1 level.

Required skills

• Proficiency in ERP systems.
• SQL and BI analytics tools.
• IoT device management platforms.