Customer Care Manager - Call Center Operations

CUSTOMER CARE MANAGER - CALL CENTER OPERATIONS Network International About Network International: Network International stands as the largest Financial Technology company across the Middle East and Africa. Built on a foundation of payments innovation, we operate in over 50 countries including the UAE, Jordan, South Africa, and Egypt. Our service portfolio extends beyond core payment solutions to encompass Data and Insights, Lending, Insurance, and Risk Solutions. We serve businesses of all scales and are rapidly expanding our direct-to-consumer card offerings. What We Value: We believe in staying ahead of the curve. In the dynamic financial services landscape, we prioritize innovation, agility, and purposeful teamwork. Our commitment starts with investing in our people—empowering you to take confident decisions, learn continuously, and develop your skills alongside industry experts. We tackle complex challenges not merely through technology, but by creating genuine value for our customers in partnership. We cultivate an environment where trust, accountability, and achievement are inseparable, because success is embedded in how we operate every single day as a unified team. The Role: You will lead and oversee all customer care functions and operations throughout Africa. This role demands that you build robust customer care processes and procedures, maintain rigorous service level standards, drive customer retention strategies, optimize average handle times, establish meaningful performance goals, lead talented teams, and champion transformation initiatives across the function. Your Responsibilities: Lead and motivate a customer service and call center team to deliver excellence. Oversee daily operational performance and quality assurance activities. Drive initiatives that increase customer satisfaction and loyalty. Develop and roll out process improvements that enhance efficiency. Manage performance metrics and key performance indicators to track success. Coach team members, providing mentorship and development opportunities. Work collaboratively across departments to ensure seamless operations. Provide strategic leadership when addressing complex and high-priority customer issues. Actively manage complaints and implement strategies to reduce their frequency. Spearhead transformation projects and organizational change initiatives. Create policies, procedures, and business processes that embed consistency, dependability, and reliability throughout the customer care department. Complete additional assignments as required. What We're Looking For: Demonstrated leadership ability with proven team management experience. Deep expertise in customer service operations. A track record of productive partnerships and cross-functional collaboration. Strong written and verbal communication with excellent interpersonal skills. The ability to organize priorities and manage competing demands effectively. Strong problem-solving and analytical capabilities. Minimum five years' experience in call center operations and transformation, including at least two years in a leadership capacity. Excellent presentation skills. Flexibility and a collaborative approach to teamwork. An ambitious mindset with a positive, solutions-oriented attitude. The capacity to quickly master new tasks and responsibilities. Sharp attention to detail and accuracy. Strong multitasking abilities. A methodical, well-organized approach to work.