We are looking for a methodical and detail-oriented Operations Agent to join our dynamic Operations Team. Our small but dynamic team is on the lookout for a steady team member—someone who brings calm focus, reliability, and clear communication to our fast-moving environment and who is motivated to go beyond business as usual.
As an Operations Agent, you’ll play a critical role in ensuring the smooth, efficient, and reliable execution of our day-to-day business processes. From handling routine tasks to managing escalations and resolving issues, you’ll help keep our operations running seamlessly.
You’ll work closely with other team members to reduce overburden, streamline workflows, and enhance overall efficiency, ultimately contributing to better collaboration, improved service delivery, and greater customer satisfaction.
This exciting new position, reporting directly to our Operations Manager, provides an excellent opportunity to:
- Develop payment industry operations experience within a dynamic and best-in-class company
- Learn and develop specialist operations functions, such as payment operations, financial operations and fraud operations
- Be part of the first movers in the fintech industry
- Make a positive impact on our end users’ day-to-day lives
Key responsibilities will include:
Process Execution and Workflow Management
- Ensuring timely and accurate handling of daily operational tasks
- Following SOPs and workflows to maintain consistency and efficiency
Quality Control & Accuracy
- Ensuring task execution is completed with little to no errors
- Maintaining standards of compliance, service quality and accuracy
Issue Resolution & Escalation
- Identifying operational issues and or bottlenecks efficiently
- Address issues within scope or follow escalation procedures to prevent disruption of service
Collaboration & Communication
- Coordinating effectively with team members to ensure seamless operations
- Keeping stakeholders informed on tasks, delays or critical issues
System & Tool Utilisation
- Using business tools to execute and track tasks, deliverables and workflows
Continuous Improvement
- Identifying, recommending, and collaborating on improvements to workflows, tools, processes, and systems
- Contributing towards individual and team progression by reducing inefficiencies
Operations Projects and Assistance/Support
- Collaborating with cross-functional teams to implement operational strategies, manage weekend customer queries for optimal service, and address fraud alerts to minimise financial loss.
- This role also includes rotational after-hours support during weekday evenings and weekends.
This job may be for you if:
- You are a team player. You reach out to peers and cooperate with others to establish collaborative working relationships. You understand that flying solo is a limiting and isolating choice and know that making your team look good works far better than creating a one-man/one-woman show
- You have a strong sense of ownership and accountability
- You enjoy problem-solving. You can solve problems by analysing situations and applying critical thinking. You can decide on courses of action and implement the solutions developed to overcome problems and constraints.
- You are particular about details and can easily spot anomalies
- You are agile and flexible in your approach and can switch between tasks easily
- You are relentless in your pursuit of operational excellence and providing exceptional customer service
- You’re level-headed and cool under pressure. When things change, you know how to roll with the punches
- You are technically inclined and comfortable learning new systems
- You are willing and able to work remotely (we have a hybrid work model), as well as be available after hours and on weekends on a rotational basis (every 7th weekend)
- Basically, you will blow us away with your work ethic, your passion, your integrity, your attitude and your energy
You are our ideal candidate if you have:
- At least 2 years of experience in an operations role, preferably within a FinTech, Banking, Payment, Financial Services or e-commerce environment
- Demonstrated ability to manage high-volume, repetitive tasks with consistency and attention to detail
- Experience following structured workflows, checklists, or standard operating procedures
- Familiarity with using business software (e.g., Excel, Google Sheets, CRM systems, ticketing tools, or internal dashboards)
- Able to communicate clearly and professionally via email, chat, or ticketing systems
- Bonus points for:
- ~Exposure to basic reporting, experience with pulling data, cleaning it, and presenting simple metrics or dashboards
- ~Experience in improving a process, suggesting SOP updates, or contributing to operational efficiency projects
- ~Experience in a fast-paced, agile startup environment
- ~Experience with agile-friendly collaborative tools such as Jira, Slack, and Miro
The benefits of joining our team:
- A competitive salary
- 30 days of annual leave
- A medical aid contribution/fringe benefit of up to R2,000 per month
- An Apple MacBook and the necessary gear
- Discretionary annual bonus
- Lots of opportunities to learn
- Flexible office/remote working - you get to choose whether you want to work remotely or from the office, depending on the importance of critical meetings
- Paid parking (when working from the office)
- Mental health days
- The opportunity to be part of a great team and culture!
