Head of Operations

Who we are :

Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most.

Mama HQ is in beautiful Cape Town, South Africa. We are 130 people strong (and counting) from 19 countries, across Africa, Asia, UK, and Europe. Our culture is built around the well‑being of our team members and making a difference in our communities. “Just be lekker!” personifies our approach to work : we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.

We’ve been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We've had some great times and some tough times but all the while continue to keep our focus on helping people rather than maximizing profit.

We’re looking for a Head of Operations who can build world‑class operational excellence while keeping our human touch.

As our Head of Operations you will :

• Drive and coordinate day-to-day operations across the call center, customer onboarding, partner queries, and technical operations.
• Lead and motivate a diverse team across the call centre and operations, fostering a culture of ownership, accountability, customer experience obsession and continuous improvement.
• Balance day-to-day operational leadership with a strategic focus on scaling efficiently – reducing customer contacts, improving response times, and driving excellence in every interaction.
• Act as the senior escalation point for internal and external operational issues, ensuring quick resolution and clear communication.
• Work closely with customer service teams to proactively improve satisfaction and eliminate recurring friction points.
• Use data‑driven insights to optimise workforce management, service levels & overall performance.
• Identify bottlenecks and implement smarter processes, automation and tooling (chatbots, workflow tools, IVR enhancements) to improve operations, productivity and consistency.
• Find cost‑effective ways to scale, balancing people, outsourcing, & technology while maintaining service quality.
• Partner with Product and Tech teams to improve onboarding, KYC and transaction flows, ensuring smooth customer journeys across digital and assisted channels.
• Translate customer pain points into product and process improvements that drive adoption, satisfaction and retention.
• Work closely with compliance and risk teams to ensure smooth handling of regulatory and customer escalations.
• Manage relationships with external partners & vendors, ensuring SLAs, response times, and performance standards are consistently met.

In your first 90 days at Mama Money you will :

About you :

Why Mama?

At Mama Money, we’re not just a company—we’re a movement. Everything we do is driven by one purpose : to make life better for our customers and the communities we serve. Our customers are our heartbeat, and they inspire every step we take.

We’re all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first. We’re here to make things easier, faster, and better for you.

We believe in giving it a go – and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mould. We take bold steps, experiment with fresh ideas, and never stop learning.

At Mama Money, we own it – and we mean it. We take responsibility for our actions, our results, and how we show up every day. No passing the buck here. We approach every challenge with grit, passion, and determination.

Here’s the best part : Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world, doing the right thing no matter what.

When you join Mama Money, you’re joining a community. We’re a passionate, down‑to‑earth crew that works hard and celebrates wins along the way. We take our work seriously, but we don’t forget to have fun while we do it.

So, if you’re ready to make a real difference, take on exciting challenges, and grow in a place where you’re valued and supported, then Mama Money is the place for you. Let’s make an impact – together.

Mama’s values :

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