About Pesapal:

Pesapal is the leading payment services company with local know-how in building payments and business tools for Africa. Since 2009, Pesapal has empowered tens of thousands of African businesses and entrepreneurs to collect payments online and in person via mobile phones, cards, and bank transfers, backed by popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, and APIs.

We support growth for everyday businesses across Africa, providing a secure, convenient, and effortless tech-enabled infrastructure tailored to enable them to thrive and deliver seamless payment experiences for their consumers. We are on track to connect a million African businesses to digital payments, e-commerce, and the global financial system by 2030.

Job Summary

The Operations & Administration Officer (Rwanda) is responsible for ensuring the smooth and efficient running of the country office. The role supports operational continuity, customer service quality, procurement, vendor coordination, fleet and facility management, documentation control, and budget tracking.

Working closely with the Country Manager and cross-functional teams, the role ensures that operational systems, processes, and resources are aligned to support business growth while maintaining high standards of efficiency, compliance, and customer experience.

What Success Looks Like at Pesapal:

1. Deliver Exceptional Results: Ensure zero operational disruptions, controlled office costs, timely vendor execution, and high service responsiveness.
2. Solve for Our Customers: Maintain SLA adherence and resolve customer issues efficiently while identifying recurring service gaps.
3. Together, We Do Great Work: Act as the coordination bridge between country operations and group teams to ensure smooth execution of cross-functional initiatives.
4. Own Our Outcomes: Take full accountability for reporting accuracy, documentation control, procurement discipline, and operational governance.

Key Responsibilities:

Office & Administrative Management

• Manage the day-to-day office environment, including supplies, equipment maintenance, and health & safety standards.

• Manage procurement of office supplies, equipment, and services

• Ensure all visitors, including visiting staff are well taken care of, arranging accommodation and travel documents if needed.

• Monitor vehicle usage, coordinate repairs, and manage fuel logs to ensure optimal efficiency.

• Oversee vendor and supplier relationships and ensure contract compliance

• Directly manage inventory and Office hygiene standards

• Support employee engagement activities by organizing events such as team buildings etc

• Support preparation and tracking of the country operations budget

• Monitor expenditures and highlight cost-saving opportunities

• Ensure proper documentation of operational expenses

Customer & Merchant Support

• Directly handle customer inquiries and complaints via phone, walk ins and tickets with speed and empathy.

• Support handling of customer complaints where required

• Conduct periodic checks to ensure SLA adherence

• Conduct NPS Net promoter Score & Post Signup Calls to get feedback from Merchant

• Follow and help update Standard Operating Procedures (SOPs) to keep operations consistent.

• Prepare weekly and monthly reports on office activities, fleet costs, and customer support metrics for senior management.

Education/Experience Needed:

• Bachelor's degree in business administration, Management, or a related field

• 2–3 years' experience in operations, administration, or office management

• Experience in structured, multi-department environments is an added advantage.

• Proficient in Microsoft Office (Word, Excel, PowerPoint). You should be comfortable using Excel to track costs and inventory.

Key Attributes:

• Strong ownership mindset: Takes responsibility for operational outcomes and follows through without constant supervision.

• Highly organized and detail-oriented: Maintains structured documentation and accurate reporting.

• Proactive problem-solver: Anticipates issues and implements practical solutions.

• Cost-conscious and commercially aware: Understands the financial impact of operational decisions.

• Customer-focused and responsive: Handles customer interactions professionally and empathetically.

• Reliable and disciplined: Meets deadlines and maintains process compliance.

Why Join Us?

Innovative Environment: Opportunity to work on cutting-edge financial technology products and services

Professional Growth: Access to opportunities for skill development, training, and career advancement. We believe in investing in our people and helping them reach their full potential.

Impactful Work: Be part of a passionate team transforming the African financial Landscape

Dynamic Work Culture: Be part of a dynamic, fast-paced environment where you experience a myriad of exciting challenges, opportunities, and thrilling adventures.

Equity & Inclusion Statement

Pesapal is committed to fostering a diverse and inclusive work environment where all individuals are valued, respected, and have equal access to opportunities for growth.

We believe that diverse perspectives enhance our creativity, problem-solving abilities, and overall success.

*Due to the volume of applications received, only shortlisted candidates shall be contacted*