Regional Operations & Support Lead

Overview

Our company is at the forefront of driving financial inclusion and innovation, committed to building robust and accessible payment solutions that empower communities. We pride ourselves on a dynamic and supportive environment where every team member contributes to our collective success. Joining us means becoming part of a mission-driven organization dedicated to making a tangible difference in the lives of our users and the economic landscape of the regions we serve.

We are seeking a dedicated Regional Operations & Support Lead to spearhead our on-the-ground efforts in Mahikeng, North West. This lead-level role is critical to the success of our regional operations, acting as the central point for coordinating and supporting our field teams. You will play a pivotal role in ensuring our services are effectively rolled out, activated, and supported, directly impacting our ability to serve the community and achieve our strategic goals.

Duties & Responsibilities

• Manage and coordinate ZiyaPay Ambassadors operating across the Mahikeng region.
• Allocate and coordinate field activities, monitoring attendance and performance, ensuring Ambassadors understand their daily and weekly objectives, and maintaining regular communication with the team.
• Identify performance gaps early and work directly with Ambassadors to improve their effectiveness in the field.
• Monitor Ambassador performance against agreed operational targets and KPIs.
• Ensure that targets are clearly communicated and understood, track progress throughout the week and proactively address areas where performance is falling behind.
• Provide regular reporting to the ZiyaPay Operations team covering performance, activity, challenges and progress within the region.
• Maintain an active presence in the field and regularly work alongside Ambassadors.
• Provide practical support where required, including assisting with difficult onboarding or support cases, resolving operational challenges and helping Ambassadors engage effectively with drivers, taxi operators, commuters and other relevant stakeholders.
• Support the onboarding and training of new Ambassadors and provide ongoing refresher training where required.
• Identify knowledge or performance gaps within the team and provide practical coaching to improve Ambassador confidence and capability.
• Ensure Ambassadors have a strong understanding of the ZiyaPay offering, onboarding processes, support procedures and the correct way to engage with customers and industry stakeholders.
• Act as the first management escalation point for operational issues within the region.
• Where an Ambassador cannot resolve an issue independently, the Regional Lead should be able to assess the situation, step in where appropriate and coordinate with the relevant ZiyaPay team to reach a resolution.
• Issues that cannot be resolved locally should be escalated promptly, with clear information and appropriate follow-up until resolved.
• Support the smooth rollout and ongoing operation of ZiyaPay within the region.
• Ensure Ambassadors have the equipment, materials and information required to perform their roles effectively.
• Monitor stock and operational requirements and raise requests early enough to prevent shortages from affecting field activities.
• Act as an important link between what is happening on the ground and the broader ZiyaPay team.
• Gather feedback from Ambassadors, drivers, operators and other stakeholders and identify recurring challenges, customer concerns or opportunities for improvement.
• Provide practical feedback to the Operations team so that processes, training and support can continuously improve.

Operational Context

This is a highly field-focused role, requiring a hands-on approach to overseeing and supporting our operations. You will be responsible for coordinating and managing our on-the-ground Ambassadors, monitoring their performance, and ensuring they have the necessary training, tools, and support to effectively represent our company in the market. The role demands someone who is not only adept at managing people but also willing to actively engage in field activities. When Ambassadors encounter issues they cannot resolve, you will be expected to step in, understand the problem, and facilitate a swift resolution. Ultimately, you will ensure our regional operations run smoothly and that our Ambassadors consistently deliver against agreed rollout, activation, and support objectives.

Working Hours

Operational requirements necessitate availability Monday to Friday, between 07:00 and 18:00.

Key Requirements

Candidates must:

• Reside in Mahikeng or the surrounding area.
• Have reliable personal transport.
• Be able and willing to travel extensively within Mahikeng and surrounding operational areas.

Advantageous Experience Areas

While not essential, experience within fintech, payments, financial services, the minibus taxi industry, field sales, FMCG, activations, or community-based operations would be highly beneficial.

Measures of Success

Success in this role will be measured through a combination of Ambassador performance, achievement of regional operational targets, the quality and consistency of field execution, Ambassador attendance and readiness, effective resolution and escalation of operational issues, the quality of reporting, and the overall stability and effectiveness of the company's operations within the region. The ultimate objective is to ensure that on-the-ground activity translates into meaningful and sustainable use of our services within the region.