Cellulant Corporation

Head of Merchant Operations job at Cellulant Corporation

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Job Detail

Website : https://www.cellulant.io/

55 Days Ago

Vacancy title:
Head of Merchant Operations

[Type: FULL_TIME, Industry: Telecommunications, Category: Accounting & Finance]

Jobs at:
Cellulant Corporation

Deadline of this Job:
Thursday, May 22 2025

Duty Station:
Nairobi | kenya | Kenya

Summary
Date Posted: Thursday, May 15 2025, Base Salary: Not Disclosed

JOB DETAILS:

Role Overview

As Head of Merchant Operations, you will lead a core function responsible for the end-to-end operational experience of Cellulant’s merchant customers — from onboarding and activation to daily transaction processing, payouts, and reconciliation.
You will oversee a team that ensures operational excellence in how merchants are brought onto the platform and how they are supported throughout their lifecycle. This role sits at the intersection of operations, product, compliance, and customer success, with a strong mandate to scale and automate mission-critical processes that directly impact our merchants’ experience and trust in Cellulant.

This role reports to the Vice President: Business Operations.

Key Responsibilities

Functional Leadership

Lead the Merchant Onboarding & Activation and Merchant Production Operations teams, covering go-live readiness, daily transaction monitoring, and payouts.
Build and scale standardized onboarding processes across markets to ensure seamless merchant experiences from integration to activation.
Oversee daily production support for live merchants — ensuring service reliability, real-time responsiveness to issues, and proactive performance monitoring.

Operational Excellence & Automation

Own payment reconciliation, settlement, and float management processes across all payment rails (mobile money, bank transfers, card schemes).
Drive automation and process optimization across onboarding, reconciliation, and payout functions.
Ensure accurate and timely settlements for merchant accounts, including USD payouts aggregated across multiple local currencies.

Performance, Risk & Controls

Set and track performance KPIs (e.g., onboarding turnaround time, payout SLA adherence, reconciliation success rate, merchant NPS).
Establish operational controls to manage risk, including RCSAs, segregation of duties, and audit readiness.
Act as the first line of defense for risk — ensuring all operational activities meet compliance and regulatory expectations.

Collaboration & Integration

Work cross-functionally with Product, Engineering, Treasury, Compliance, and Customer Success to integrate operational readiness into new product launches and platform changes.
Champion the role of Merchant Operations internally — ensuring the function is recognized as a strategic enabler of growth and customer satisfaction.

Governance & SLA Management

Manage service-level agreements (SLAs) with internal teams and third-party partners, ensuring transparency, accountability, and performance delivery.
Support internal and regulatory audits by maintaining full compliance documentation and process integrity.

Key Success Measures

Merchant onboarding turnaround time (TAT)
Merchant satisfaction score (NPS/CSAT)
% SLA adherence for payouts and reconciliations
% of processes automated vs. manual
Number of issues resolved within defined resolution timeframes
First pass reconciliation accuracy
Operational audit ratings

Must-Have Experience

7–10 years leading high-performing operational teams in a fintech, payments company, or bank.
Demonstrated success in scaling operational processes, including onboarding, payouts, reconciliation, and partner support.
Hands-on experience operating in high-growth, fast-changing environments with ambiguity and complexity.
Deep understanding of merchant lifecycle operations, including KYC, transaction flows, and settlements.

Strongly Preferred

Experience working with payment service providers, aggregators, or banking partners across Africa.
Background in managing first-line operational risk and regulatory compliance.
Familiarity with automation tools and process mapping frameworks (e.g., Lean Six Sigma)
Ability to collaborate deeply with technical teams on system changes, integrations, and platform enhancements.

Education & Certifications

Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field.
Relevant professional certifications in payments, operations, or financial risk (e.g., CPP, CTP, Lean Six Sigma) are a strong plus.
MBA or equivalent advanced degree is desirable but not mandatory.

Who You Are

Merchant-Obsessed: You care deeply about merchant outcomes and build operational models that elevate their experience.
Data-Led Decision Maker: You thrive on performance metrics, dashboards, and process visibility.
Builder & Optimizer: You enjoy creating scalable processes, improving inefficient ones, and championing operational innovation.
Collaborative Leader: You work well with cross-functional teams and communicate with clarity, urgency, and respect.
Pragmatic & Hands-On: You’re not afraid to get into the operational trenches when needed — but know how to delegate and empower your team.

Work Hours: 8

Experience in Months: 84

Level of Education: bachelor degree

Job application procedure

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Job Info

Job Category: Accounting/ Finance jobs in Kenya

Job Type: Full-time

Deadline of this Job: Thursday, May 22 2025

Duty Station: Nairobi | kenya | Kenya

Posted: 15-05-2025

No of Jobs: 1

Start Publishing: 15-05-2025

Stop Publishing (Put date of 2030): 15-05-2066

Apply Now

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SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid198μs1.37KBParams/libraries/src/Table/User.php:134Copy
SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatkenyanjobs.com/jobs/job-detail/job-Head-of-Merchant-Operations-job-at-Cellulant-Corporation-102034'157μs752B/plugins/system/jmap/jmap.php:1203Copy
SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 198μs688B/plugins/system/jmap/jmap.php:508Copy
SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"442μs536B/plugins/system/acymtriggers/acymtriggers.php:430Copy
SHOW FULL TABLES WHERE table_type="BASE TABLE"1.69ms24.56KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:587Copy
SELECT * FROM icop0_acym_plugin148μs1.52KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
SELECT * FROM icop0_acym_plugin118μs1.52KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`145μs1.05KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'104μs536B/components/com_jsjobs/models/configurations.php:103Copy
SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'442μs720B/components/com_jsjobs/models/configurations.php:82Copy
SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 796696μs536B/components/com_jsjobs/models/company.php:1842Copy
SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?182μs1KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:277Copy
UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?31.98ms592BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:301Copy