Permanent Controller – Back-Office Ops, Commercial & Customer Care

About the role

This position provides independent second‑line oversight of the operational, commercial and customer‑care control framework within the mobile money ecosystem. The controller ensures that risks related to transaction processing, agent management, tariff application, dispute handling and revenue assurance are properly monitored, tested and escalated.

Key responsibilities

• Maintain and execute the permanent control plan for back‑office operations, testing key operational controls and verifying completeness and timeliness of processing.
• Oversee controls for reversals, refunds and disputes, ensuring proper authorization, traceability, SLA compliance and accurate reconciliation.
• Conduct thematic reviews of high‑volume refund drivers and dispute resolution consistency.
• Validate segregation of duties across request initiation, approval, processing and closure.
• Test commercial controls related to tariff and commission configuration changes, identifying revenue leakage and recommending improvements.
• Monitor the customer‑care control framework, testing complaint management procedures, evidence retention and service KPIs.
• Coordinate with fraud, IT, cyber and compliance teams to test controls at operational and commercial touchpoints.

Required profile

• Proven experience in control, risk or audit functions within a mobile money or financial services environment.
• Strong analytical skills with the ability to assess control effectiveness and drive remediation.
• Independent mindset capable of challenging existing processes without executing daily operational tasks.
• Excellent communication skills for reporting findings and coordinating with cross‑functional teams.

Required skills

What we offer

• Opportunity to shape the control framework of a leading mobile money platform.
• Collaborative environment with cross‑functional exposure.