Dolphin Financial Services Is Hiring: Operations Lead – Money Transfer & Foreign Exchange

## Operations Lead - Money Transfer & Foreign Exchange | Dolphin Financial Services Dolphin Financial Services (DTel (Dolphin Telecoms)) is seeking an **Operations Lead - Money Transfer & Foreign Exchange** to manage the end-to-end operations of its Money Transfer and Bureau de Change businesses. **Job Title:** Operations Lead - Money Transfer & Foreign Exchange **Job Location:** Harare **Closing Date:** Apply early **Contract:** Full-time **Business Unit:** Dolphin Financial Services **Department:** Operations The role is responsible for ensuring that liquidity, settlements, transactions, branch operations, partner relationships and operational controls are managed efficiently, accurately, compliantly and profitably. ## Key Responsibilities ### Operations & Branch Management - Manage end-to-end Money Transfer and Bureau de Change operations across all branches and channels. - Oversee the full remittance lifecycle from partner funding and transaction processing through customer payout, settlement and reconciliation. - Monitor transaction volumes, pending, failed, unpaid and reversed transactions, and maintain an up-to-date exception register. - Oversee branch opening and closing procedures, teller floats, cash counts, system checks and end-of-day reporting. - Ensure bureau, money transfer, partner and banking platforms remain operational and that incidents are logged, escalated and resolved promptly. ### Float, Liquidity & FX Management - Maintain a consolidated daily float position across cash, bank/FCA balances, partner floats, electronic channels and branch/teller floats. - Set and monitor minimum, target and maximum float levels, funding triggers and approval limits. - Prepare daily and 7-day liquidity forecasts using transaction trends, seasonal demand, paydays, holidays and known FX requirements. - Monitor currency positions and proactively rebalance liquidity to prevent avoidable shortages or excess exposure. - Implement approved FX rates and controls, including appropriate authorisation for rate overrides and large transactions. ### Regulatory Compliance, SOPs & Controls - Ensure operations are conducted within applicable RBZ, Exchange Control, ADLA, AML/KYC and internal policy requirements. - Ensure frontline teams apply customer identification, KYC/CDD/EDD, transaction limits, sanctions screening and suspicious-transaction escalation procedures. - Maintain operational records and documentation required for regulatory reporting, audit and inspection readiness. - Own and maintain the Financial Services Operations Manual and ensure SOPs are current, practical and consistently applied. - Enforce maker/checker controls, segregation of duties, cash limits, vault controls, surprise cash counts and incident/variance registers. - Ensure Operations completes reconciliations accurately and on time, with independent verification by Finance where required. ### Partnerships, Settlements & Reconciliation - Manage the operational relationship with MTOs, banks, correspondents, payment processors, mobile wallets and technology providers. - Support the due diligence, onboarding and operational readiness of new partners, payout channels and remittance corridors. - Maintain partner settlement calendars, prefunding requirements, cut-off times, escalation contacts and settlement controls. - Monitor partner performance through agreed service levels covering uptime, transaction success, settlement accuracy, support response, complaints and reconciliation breaks. - Ensure transaction, cash, bank and float reconciliations are completed, reviewed and exceptions resolved within agreed timelines. ### Customer Service & Incident Management - Maintain clear service standards for customer payouts, failed transfers, transaction investigations and partner escalations. - Treat complaints involving customer funds as priority incidents and ensure unresolved financial transactions are tracked to closure. - Monitor service delivery across branches and channels, including queues, teller limits, cash availability and system interruptions. - Maintain business continuity procedures for power, connectivity, partner-platform, banking, liquidity and security disruptions. ### Reporting & Commercial Performance - Produce a concise daily operations dashboard covering transaction volumes, revenue, float positions, settlements, exceptions, funding requirements and key risks. - Monitor Money Transfer and Bureau de Change revenue, FX margin, operating costs and net contribution against budget. - Provide weekly and monthly operational performance reports, including liquidity, partner performance, reconciliation, service levels, incidents and operational risks. - Identify operational improvements that increase transaction capacity, reduce losses, improve customer service and strengthen profitability. ## Decision Rights & Delegated Authority Within approved limits, the Operations Lead may: - Allocate and rebalance teller and branch liquidity and initiate partner prefunding or settlement funding requests. - Suspend transaction activity where a material cash variance, irregularity, control breach or system risk is identified. - Escalate partner and system incidents and approve routine operational exceptions within delegated authority. - Recommend changes to operational SLAs, partner processes, FX rates, banking arrangements and new money transfer partners. The role may not independently: - Change major pricing, take material speculative FX positions, write off losses or approve its own settlements or reconciliations. - Override AML/KYC controls or enter major partner agreements outside delegated authority. ## Key Performance Indicators - Preventable float stock-outs: **Zero** - Unexplained cash losses: **Zero** - Settlements completed within SLA: **100%** - Daily reconciliations completed on time: **100%** - Reconciliation breaks unresolved after 24 hours: **Zero** - Transaction processing success rate: **>99%** - Critical partner incidents escalated within SLA: **100%** - SOP / branch control compliance: **>98%** - System / platform uptime: **>99.5%** - Regulatory and audit readiness: **100%** - Customer fund-related complaints unresolved after 24 hours: **Zero** - Money Transfer revenue and FX gross margin: **Against budget** ## Qualifications & Experience - Degree or diploma in Finance, Banking, Accounting, Economics, Business or a related field. - Minimum **5 years’ experience** in a managerial or senior operations role within banking, money transfer, Bureau de Change, treasury, payments, fintech or remittances. - Practical experience in cash, FX, settlement and reconciliation operations. - Experience managing supervisors and frontline operational teams. - Experience working with banks, MTOs or other payment partners is preferred. - Working knowledge of AML/KYC requirements in a regulated financial-services environment. ## Core Competencies - Strong understanding of cash, FX, banking, settlement, reconciliation and payments operations. - Strong numerical, Excel, reporting and analytical skills. - High operational discipline, attention to detail and control awareness. - Ability to make timely decisions under pressure where customer funds, liquidity or settlement deadlines are involved. - Strong people leadership, accountability and communication skills. - Ability to operate effectively within a regulated financial-services environment. ## How to Apply Interested candidates should send their CV to **careers@dolphintelecoms.com** with the subject line **“Operations Lead”**. **Failure to follow these application instructions will result in immediate disqualification.** **TEN (10) MORE JOB OPENINGS ON APPLYNOW:**