Partner Operations Associate

Smile ID is unlocking digital Africa.

Smile ID is Africa's leading digital identity verification and Know Your Customer (KYC) provider. We were founded to solve the specific challenges faced by companies trying to onboard users in unique African conditions. We have built proprietary machine learning algorithms and a technology platform to cater for all skin tones, entry level devices and users operating in low bandwidth environments. We pride ourselves on striking the right balance between stopping fraudulent transactions and reducing onboarding friction and have enabled some of the fastest growing businesses across Africa to onboard at scale and in real-time, evidenced by performing over 100 million KYC checks to date. Our client base includes the Zenith Bank, Stanbic IBTC, Flutterwave, Fairmoney, Binance, Uber, Bolt, Kuda Bank, Opay, Paystack, Luno, Yellowcard, iKhokha and hundreds more. We’re growing very quickly. We did more jobs in 2023 than in 2016-2022 combined!

Our team is a diverse group of hardworking and fun-loving Smilers spanning 4 offices, 7 countries and many time zones. Our products are already making waves across many industries, from Banking to Fintech and Telecoms. We recently announced a $20M Series B raise and are backed by leading global investors, including Norsken22, Costanoa, CRE, Future Africa, Susa Ventures, Commerce Ventures, Courtside Ventures, Two Culture Capital, Latitude, Valuestream Ventures, Intercept Ventures and Vinod Khosla who are supporting us every step of the way.

We are BUILDERS and your day-to-day will involve building innovations that PROTECT people and serve as the foundation for trust in the digital economy in Africa. We believe everyone is an OWNER and with this opportunity, you have the autonomy to do your best work and grow, the flexibility to be creative, and an opportunity to put your unique stamp on our mission.

What are you waiting for? Come with us on this amazing journey!

Are you a dedicated problem-solver who is passionate about delivering exceptional customer experiences? This role is perfect for individuals who thrive in a dynamic customer-centric environment and are eager to grow in their career in operations

The Role
We are looking for a Partner Operations Associate to join our Partner Operations team. In this role, you will play a critical part in ensuring the smooth operation of supporting our partners, your colleagues from different departments and optimising our operational processes. You will be at the forefront of managing partner relationships and driving operational excellence.

This is a chance to make a big impact in a growth stage company. This role reports directly to the Operations Associate.

What the role involves

Partner Relationship Management:

• Taking full ownership of the partner lifecycle, ensuring a seamless experience from onboarding through offboarding.
• Implement strategies and processes to optimise partner engagement, retention, and satisfaction throughout the lifecycle.

Operational Support:

• Assist in reviewing and interpreting legal documents such as commercial agreements and non-disclosure agreements (NDAs).
• Maintaining records of partner information, agreements, and related documentation.
• Ensure compliance with contractual obligations and internal policies.
• Monitor partner performance metrics and identify areas for improvement or optimization.

Process Improvement:

• Continuously analyse current operational workflows and identify opportunities for efficiency gains.
• Data Analysis and Reporting:
• Gather, analyse, and present data related to partner operations, identifying trends and insights.

Cross-functional Collaboration:

• Collaborate closely with internal teams such as Commercial, Product, Finance and Operations ensure alignment on partner needs and company objectives.
• Contribute to cross-functional projects aimed at enhancing partner experiences and driving business growth.

What We’re Looking For

• Diploma or Bachelor's degree in any field.
• You are currently based in Nairobi, Kenya.
• 1 - 2 years of experience in operations, account management, or partner support roles preferred.
• Strong analytical skills with the ability to interpret data and make data-driven recommendations.
• A proactive attitude towards learning and assimilating company-specific information, processes, and systems.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Detail-oriented with exceptional organisational abilities.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proficiency in Google Workspace suite and experience with CRM systems

Nice to have:

• Familiarity or willingness to learn how to review and interpret legal documents

Benefits and Compensation

• Competitive salaries
• Stock options
• Health insurance or stipend (depending on location)
• Time-off, study leave, and paid parental leave
• Flexibility (we are a remote-friendly company + there is the opportunity to work from one of 4 global offices)
• Cool swag and company off-sites (recent locations: Kenya & Rwanda)

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