ABOUT CELLULANT

Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses. Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments.
With local acquiring in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.

OUR STORY

Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape.

We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent.

Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.

OUR VISION:

To create a connected world where businesses move money as easily as they shared ideas.

Read more about us and our leadership team .

ROLE OVERVIEW:
Do you care about customer delight and enjoy solving problems? Would you thrive in a customer-focused role, ready to reconcile transactions and resolve customer issues. The commercial operations team is looking for a level-headed Associate Analyst Operations: Checkout to join us. This role is central to our customer success and requires creative problem-solving, critical thinking, and empathy. Professional interaction, active listening, and analytical skills are essential to educate and provide accurate solutions to customer inquiries, while handling complex customer issues with compassion.

KEY RELATIONSHIPS AND STAKEHOLDERS:

Account managers & Service Operations
Customer Success & Data Team
Business Process Re-engineering & Software Engineering

CORE RESPONSIBILITIES:

Support operational processes across banking services: Manage daily transaction flows, monitor system performance, and ensure seamless execution of operational tasks within assigned timelines.
Investigate and resolve service issues: Work closely with service operations and customer success teams to identify root causes of transaction or service failures and drive timely resolution.
Analyze data and transaction trends: Use internal dashboards and tools to track key metrics, detect anomalies, and provide actionable insights to improve performance and customer experience.
Collaborate with cross-functional teams: Partner with account managers, software engineers, and business process teams to improve operational workflows and implement process enhancements.
Ensure accuracy in reconciliation and reporting: Review and reconcile transaction records across systems, flag discrepancies, and support audits or compliance checks as needed.
Prioritize and manage workload: Organize tasks based on urgency and impact, meet set OKRs, and communicate progress or blockers proactively with your team lead.
Support implementation of new tools or processes: Participate in testing, documentation, and rollout of new systems or features introduced to improve banking operations.
Maintain high data accuracy and operational discipline: Follow internal controls, uphold process standards, and contribute to a culture of accountability and continuous improvement.

MUST HAVE EXPERIENCE:

Commercial orientation with a focus on service issues and customer experience impact
Self-starter, entrepreneurial, passionate, and tech-savvy
Excellent written and verbal communication skills
Ability to prioritize and manage workload to meet deadlines and OKRs
Patient, problem solver, ambitious, proactive/assertive, and dependable
Technical aptitude with the ability to absorb technical information and apply business solutions
Accuracy and detail-oriented
Strong analytical skills and aptitude for math

EXPERIENCE THAT WILL COUNT IN YOUR FAVOUR:

At least 3 years of professional experience in a related field.
Commercial orientation, with a focus on reviewing service issues and their impact on customer experience.
Proven ability to prioritize and manage workload to meet deadlines and objectives.
Technical aptitude, with the ability to absorb technical information and apply business solutions.

SKILLS & QUALIFICATIONS:

Experience: At least 3 years of professional experience in a related field.
Commercial Orientation: A strong focus on reviewing service issues and understanding their impact on customer experience.
Self-Starter: Highly entrepreneurial, passionate, and tech-savvy.
Communication Skills: Excellent written and verbal communication skills. Ability to explain concepts clearly and concisely.
Workload Management: Capability to prioritize and manage workload to meet and exceed deadlines and OKRs (Objectives and Key Results).
Problem Solving: Patience, strong problem-solving skills, ambitious, proactive/assertive, and dependable in following through on tasks.
Technical Aptitude: Ability to absorb technical information, understand customer data, and apply business solutions.
Detail Orientation: High accuracy and detail-oriented approach to work.
Analytical Skills: Strong aptitude for math and highly analytical mindset.

PERSONAL ATTRIBUTES:

Empathy: A genuine concern for customer needs and the ability to connect with customers on a personal level.
Proactiveness: An entrepreneurial spirit and a self-starter attitude, always looking for ways to improve processes and resolve issues.
Resilience: The ability to stay calm and effective under pressure, handling multiple tasks and deadlines.
Patience: The capacity to remain patient and composed, especially when dealing with complex or repetitive customer issues.
Dependability: Being reliable and consistent in following through on tasks and commitments.
Detail-Oriented: A keen eye for detail, ensuring accuracy in reconciliation and analysis tasks.
Adaptability: Flexibility to adapt to changing priorities and customer needs.

WHY WORK FOR US?

At Cellulant, transforming payments in Africa isn't just a job; it is our mission. We believe by simplifying the way people pay and get paid; we are accelerating businesses, opening up markets, bridging wealth gaps and connecting Africa to the global economy.

Some exciting things about us...

We have an Extensive Footprint: We have an office presence in over 10 countries, and our products serve 35 countries across Africa with a global workforce of about 300 employees.
We believe that innovation is at the Heart of Fintech: Thousands of companies use our technology to deliver seamless payment experiences. Our customers range from various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, to Remittances.
We Support a Diverse and Inclusive Workforce: We focus on the growth and development of our employees through well-developed, individualised career paths ensuring you reach your full potential in a supportive and delivery-oriented environment.
We Put our Employees First: We offer market-related compensation, generous personal time off and, markets permitting, medical and life insurance benefits.
We Seek Collaborative Builders: At Cellulant, we believe that great ideas happen when we come together. We, therefore, nurture a collaborative work environment that challenges, engages and empowers each person to contribute to the growth and success of the business.
We Solve for Africa’s Digital Economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.