Support Manager (M/F)

Position based in Dakar Available immediately

About Baobab (Formerly Microcred)

Baobab is the leading digital financial inclusion group focusing on serving individuals, micro and small businesses in Africa and China. Our mission is to unleash the potential of our clients offering them simple and easy to use financial services. Founded in 2005 as Microcred, today Baobab has over 700,000 customers and 3,800 employees operating in Burkina Faso, China, Democratic Republic of Congo, Ivory Coast, Madagascar, Mali, Nigeria, Senegal, Tunisia and Zimbabwe.

The group is headquartered in Paris and has centralised a number of back office functions to Dakar, Senegal.

In a context of rapid growth and change we are looking for a Support Manager (m/f).

The IT Production department of MC Group is made of 2 centers based in Dakar: Transition and Support.

The Support centre has the mission to deliver services to the subsidiaries of MC Group in Africa and China.

The Support Manager will be responsible for the day-to-day delivery of an IT Support Service, will assist in developing the quality of service delivery, whilst nurturing positive relationships with the customer-base, monitoring and reporting on service requirements.

Main duties

• Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s).
• Coordinate the implementation of agreed remedies and preventative measures and analyse patterns and trends.
• Line-manage all members of the team, to develop their skills both individually and as a team so that they can provide the best service to the customers including the induction, appraisal/PDR and performance management of team members and the management of sickness/absence and conduct etc.
• Lead, manage and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.
• Communicate effectively acting as a key liaison with customers and third parties.
• Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.
• Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.
• User Support (support users in their issues related to the MIS, gather user feedback, follow up the response and resolution SLA requirements, …)
• Run and monitor the plateforme maintenances as recommended by the Supplier

Requirements

• Fluent English speaking, reading and writing skills
• Bachelor’s degree in Computer Science, MIS or equivalent combination of education and experience.
• 4+ years working experience with system in the financial industry (Microfinance is an asset)
• Proven ability to manage a team, working co-operatively with others in order to achieve objectives. Demonstrating a commitment to diversity and applying a wider range of interpersonal skills.
• Understanding of accounting and financial terminology, processes and standard practices.
• Strong analytical, problem-solving, ability to troubleshoot a multitude of hardware and software problems and to learn / adapt to new technologies
• Working knowledge of a core banking system, Microsoft SQL Server, Windows Server, Java and JBoss platform.

Responsibilities

The principal objectives are to manage a performant team to conduct administration, monitoring and support activities for MicroCred Services, it includes recruitment, training, coaching and people management. The Support Manager will also be responsible for the relationship with the business representative of MicroCred subsidiaries. He will be the primary contact point for all communication from MC Group IT department and affiliates.

• Lead and coach a performant MIS administration, monitoring and support team
• Collaborate with Transition team for getting new releases user guides and ensure that all Production / Support members are trained and ready to support the services before their implementation in Production.
• Identify and report the issues and risks in MIS, make sure the MIS running smoothly in all subsidiaries.
• Escalate within the OLA any service outage to the corresponding team and ensure that service restoration time meets the SLA requirements.
• Document all Support/Production processes and ensure that everyone in the team read them and understand them.
• Gather requirements, feedback and use cases from end users and business team.
• Provide internal and external training sessions. Define and execute a continuous training plan for the team in order to ensure enforce the polyvalence through the team.
• Provide User Guides to local support team members and end users across the countries. Implement and maintain a Central knowledge base for internal and country usage.
• Maintain excellent communication with the affiliates by leading regular meeting with them and providing reports.

Want to join us?

We cultivate the start up spirit and look for innovation and excellence. We welcome our new employees and ensure their integration into our environment.

Go for it!

Get in touch with us by sending your CV and cover letter with the following reference SEN- SUPPORT to fatou@microcred.com