Operations manager

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

The MFS Operations Manager is responsible for:

• Manage the performance of all MFS transaction platforms
• Oversee day-to-day operations of mobile money, payments, and financial products
• Ensuring that they operate in a secure way at all time
• Monitor service quality and resolution times
• Implement feedback loops to improve user experience
• Onboarding analysis supervision
• Foster a culture of accountability and continuous improvement
• Provide transaction statistics/date
• Generate operational reports for internal and external stakeholders
• Provide transaction data for ad hoc reports as requested by management
• Oversee customer service operations (call centers, stores and digital support)

The MFS Operations Manager has clearly defined & measurable targets:

• Platforms performance
• Implementation of special projects
• Procedures/Process improvement & implementation
• Customer service Operations

Academic Qualifications and Experience required for the role

 • A degree holder in Engineering, in Business or related discipline

 • A proven work background in Financial services/Telecommunication (5 years +) of which at least 2 years + in support and operations

 • Experience in Mobile Financial Service platform management and software quality assurance

 • Experience in software development lifecycle and project implementation

 • A proven background in meeting targets

 • A proven background in strategic/lateral thinking

FUNCTIONAL SKILLS

• Interpersonal and communications skills (written and oral)

• People Management (performance management)

• Strong planning ability, organizational and project management skills

• Time management