Job Summary

As Pesapal continues its rapid expansion, ensuring a seamless, efficient, and positive customer experience is paramount. We are seeking a highly skilled and motivated Program Manager –Customer Operations & Process Excellence to optimize operational performance to ensure scalability, efficiency, customer-centricity, and regulatory compliance.

Reporting to the Chief Operating Officer (COO),this is a high-impact, cross-functional role designed for a strategic thinker who is also an exceptional executor. You will be responsible for mapping, redesigning, and implementing the systems and processes that form the backbone of our customer journey. Working closely with Customer Experience, Account Management, Sales, Risk, and Finance, you will eliminate bottlenecks, drive efficiency, and ultimately build a world-class operational framework that supports our scale and enhances customer satisfaction.

Key Responsibilities

Customer-Centric Process Design & Optimization

• Lead end-to-end customer journey mapping for critical processes including onboarding, KYC, transaction processing, dispute resolution, and support.
• Translate customer insights, complaints, and feedback into actionable improvements that reduce friction and improve satisfaction.
• Identify bottlenecks, manual interventions, and pain points across workflows using analytics, VoC feedback, and journey mapping tools.
• Design and implement streamlined, automated, and scalable workflows aligned to customer expectations and regulatory requirements.
• Document and maintain Standard Operating Procedures (SOPs), policies, and Service Level Agreements (SLAs) across key departments.

Systems Enablement & Automation

• Collaborate with Technical, Product, and Customer Experience teams to embed customer-first thinking in process and systems design.
• Partner on the evaluation, selection, and implementation of enabling technologies such as CRMs, ticketing systems, knowledge bases).
• Translate business needs into technical specifications, coordinate user acceptance testing and track deployment readiness.
• Support deployment of self-service tools (e.g., smart IVRs, digital forms, chatbots) and ensure alignment with user experience principles.

Operational Efficiency & Cost Optimization.

• Analyze and streamline workflows using Lean Six Sigma and value stream mapping.
• Lead initiatives to reduce manual work, redundancies, and operational costs.
• Drive standardization and documentation of SOPs, SLAs, and quality frameworks.
• Champion digital-first, paperless, and self-service processes.

Cross-Functional Program Leadership

• Act as the process improvement lead, coordinating across departments to deliver high-impact change initiatives.
• Drive cross-functional workshops and project teams focused on optimizing customer-facing and internal operations.
• Create and manage detailed project plans, including scope, milestones, risk tracking, and communication strategies.
• Proactively resolve interdepartmental blockers and ensure process changes are delivered on time, within scope, and with minimal disruption.

Compliance & Quality Assurance

• Ensure all processes are compliant with regulatory frameworks including AML, KYC, PCI-DSS, and internal risk controls.
• Proactively identify and address potential compliance risks in workflows before they escalate.
• Collaborate with Risk and Internal Audit to address gaps and maintain audit readiness.
• Lead root cause analysis and corrective action planning for operational failures.

Performance Monitoring & Reporting.

• Define, track, and report on process effectiveness KPIs such as: Customer Effort Score (CES), CSAT, NPS, First Contact Resolution (FCR), SLA and QA adherence metrics
• Create and maintain dashboards and reports for the senior leadership, providing clear visibility into operational performance and the impact of improvement initiatives.
• Conduct post-implementation reviews to assess the success of changes and identify opportunities for continuous improvement.
• Use analytics to drive data-backed decisions and proactive issue resolution.

Required Qualifications & Experience

• Bachelor’s degree in business administration, Finance, Information Technology, Engineering, or a related field.
• A minimum of 5 years of experience in program management, project management, or operations management, preferably within a fintech, payments, banking, or fast-paced technology environment.
• Proven track record of leading complex, cross-functional projects focused on business process re-engineering and optimization.
• Strong understanding of process improvement methodologies such as Lean, Six Sigma, or Agile. Formal certification is a strong plus.
• Hands-on experience with operational tools such as CRM systems (e.g., Salesforce, Zoho), customer support platforms (e.g., Zendesk, Jira Service Desk), and project management software (e.g., Trello, Jira).

How to Apply

Interested candidates should submit ONLY their C.V. and an application letter to kazi@pesapal.com, to be received by 1st August, 2025