Smile ID is unlocking digital Africa

Smile ID is Africa's leading digital identity verification and Know Your Customer (KYC) provider. We block fraud while enabling the fastest growing businesses across Africa to onboard at scale and in real-time. Since inception we have performed over 250 million identity verifications. We provide services to hundreds of clients including leading banks, payments providers, lenders, and shared economy businesses.*

Our team is a diverse group of hardworking and fun-loving Smilers spanning 4 offices, 7 countries and many time zones. We are backed by leading global investors, including Norsken22, Costanoa, and many more.

We are BUILDERS and your day-to-day will involve finding solutions for our clients that PROTECT people and create honest paths to success in Africa’s digital economy. We believe everyone at Smile ID is an OWNER. With this opportunity, you have the autonomy to do your best work and a chance to grow your career at a mission-driven company. Our vision is that it should be easy for anyone to prove their identity online, regardless of the origin of their ID card or IP address.

Come join us.

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

The Role

As an Operations Analyst, you'll be the analytical backbone of our operations team, supporting commercial contract management, compliance and regulatory compliance and cross-functional operational initiatives. This role requires someone who can bring a ‘business partner mindset’ to seamlessly blend data analysis with hands-on operational support, working across commercial contracts, enterprise tools support, and process optimization. You'll be instrumental in ensuring our operations scale efficiently while maintaining compliance and delivering insights that drive strategic decisions.

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

What the role involves

Commercial Operational Support:

• Manage contract lifecycle (review, execution, renewal).
• Analyze contract terms for risks and improvements. Support negotiations with documentation. Generate performance and compliance reports.
• Draft, review, and update commercial agreements (MSAs, SOWs, vendor contracts, due diligence forms) ensuring contract and policy compliance.
• Maintain contract databases and manage approval workflows ensuring compliance with internal policies and external regulatory and legal requirements.

Customer Relationship Management:

• Support customer lifecycle management ensuring a seamless experience from onboarding through to offboarding.
• Implement strategies and processes to optimise customer engagement, retention, and satisfaction throughout the lifecycle.
• Maintaining records of customer information, agreements, and related documentation and keeping our CRM up to date.

Data Analysis and Reporting:

• Gather, analyse, and present data related to partner operations, identifying trends and insights.
• Analyze operational data to identify trends, inefficiencies, and improvement opportunities
• Develop and manage operational dashboards for diverse stakeholders.
• Generate comprehensive monthly and quarterly operations reports for the leadership team.
• Conduct regular data audits to uphold data accuracy and integrity.

Process Improvement:

• Continuously analyse current operational workflows and identify opportunities for efficiency gains.
• Support cross-functional process improvement initiatives
• Assist with special projects and operational initiatives as assigned

Cross-functional Collaboration:

• Collaborate closely with internal teams such as Commercial, Product, Finance and Account Management support 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

• 3-5 years of experience in operations, business analysis, or related field
• Proven experience supporting commercial contracts and/or legal documentation
• 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 for use in daily work and remote collaboration.
• Experience using and maintaining records in business system tools like CRMs and Help Desk Support and data and analytics tools

Nice to have

• Project management certifications or experience
• Process Documentation: Experience in creating and maintaining SOPs and process flows for compliance and audit readiness.
• Experience supporting people and culture initiatives

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

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