Business Support and Office Manager

Nature and aim of the position

The Business Support Manager leads the Business Support Team to ensure efficient, compliant, and well-controlled back-office operations. The role oversees administrative service delivery, South Accounts controls, and local office support, including eTRS and SOX-related compliance activities. Working closely with the Country Managing Director and Commercial Team, the manager coordinates cross-functional initiatives, supports planning and budgeting activities, and drives practical improvements to systems and processes in a fast-paced environment.

Main duties and responsibilities

Category: Compliance and Governance

eTRS Compliance Management

Oversee eTRS compliance by partnering with regulators and internal/external stakeholders, maintaining compliant processes and documentation, and ensuring timely closure of compliance gaps and audit findings.

Legal and Contractual Compliance

Manage contract governance end-to-end (review coordination, execution, filing, renewals, and obligation tracking) and support compliance with local legal requirements, escalating risks and exceptions where needed.

Category: Operations and Service Delivery

Administrative Leadership and Service Delivery

Lead the Business Support Team to deliver consistent, high-quality administrative services, meeting service standards and enabling smooth day-to-day operations.

South Accounts Management

Manage South Accounts administration and controls, including documentation, reconciliations, stakeholder follow-ups, and issue resolution, to ensure accuracy and policy compliance.

Category: Planning, Projects and Performance

Continuous Improvement and Performance Tracking

Identify and implement improvements to back-office processes and systems, and track delivery and benefits through agreed measures and reporting.

Budget, Audit, Training, and Project Coordination

Support budgeting and forecasting, coordinate internal/external audits (evidence, responses, follow-ups), manage training logistics and records, and run project coordination (plans, status tracking, and stakeholder updates).

Cross-Functional Team Collaboration

Work with Commercial/Marketing, Finance, Technology and Operations to align scope, timelines, and requirements for initiatives, and consolidate clear status and performance updates for stakeholders.

Category: People Leadership

Team Performance and Development

Manage team performance and development by setting clear expectations, providing coaching and feedback, and supporting capability building and succession planning.

Category: Office and Facilities

Local Office Management Support

Support the Country Managing Director with local office management, including lease administration, office moves, vendors (housekeeping/maintenance), and related facilities requirements to keep the office operating smoothly.

Background and Education

• Minimum 5 years experience in business management with substantial administrative expertise
• Industry exposure in Retail, Hospitality, or Payments preferred (not required)
• A Levels or Diploma

Specific skills and knowledge

• Process and improvement mindset; identifies efficiency opportunities
• Adaptable, self-driven, strong time management in a fast-paced environment
• Analytical and solution-oriented problem solving
• Strong written and verbal communication; clear stakeholder updates
• Stakeholder management and collaboration across functions
• Emotional intelligence; professional in difficult situations
• Strong organisation and ability to manage multiple projects
• Confident presentation skills
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) and CRM tools (e.g., Salesforce)