Operations Manager

Department: Mobile for Development (M4D)

Team: Inclusive Digital Finance

Location: London (hybrid working)

Position type: Fixed Term Contract until October 2027

What the hiring manager says

“As an Operations Manager, you will play a key role in ensuring our Inclusive Digital Finance programme operates effectively and delivers lasting impact. Working across a diverse portfolio of activities, you will collaborate with colleagues from across the organisation, applying your expertise in programme and financial management as well as governance to drive successful outcomes."

Kate Zechner, Senior Operations Manager

About the Team

The Mobile for Development (M4D) team drives innovation in digital technology to reduce inequalities in our world. Singularly positioned at the intersection of the mobile ecosystem and the development sector, we stimulate digital innovation to deliver both sustainable business and large-scale socio-economic impact for the underserved.

The Inclusive Digital Finance (InDiFin) programme drives an inclusive digital finance ecosystem by mobilising providers, policymakers and partners to deliver market innovation and reform – closing the gap between financial access and genuine financial health for underserved populations. The vision of the programme is a world where everyone, regardless of who they are or where they live, can confidently manage daily needs, plan for the future and withstand financial shocks – contributing to more stable, equitable and prosperous societies.

The programme is supported by Visa as well as GSMA and its members.

About the Role

This is an exciting opportunity for an experienced operations professional with a passion for international development and the role of digital innovation in driving socio-economic impact for underserved populations.

You will work for the InDiFin programme as part of the Operations team, supporting the effective planning, coordination and delivery of programme activities.

The role reports to the Senior Operations Manager, who leads on operational management of the InDiFin team across delivery, reporting and business planning. You will work closely with programme teams and colleagues across the wider M4D department, including Finance, Compliance, Legal, HR, Marketing, and subject matter experts.

As an Operations Manager, you will be responsible for the following:

• Provide all aspects of robust financial management, especially in regard to monthly forecasting.

• Manage the programme’s  procurement processes with internal and external suppliers, in adherence with the GSMA as well as the GSMA Foundation’s processes and within agreed tolerances.
• Lead the programme planning for the teams to successfully deliver on programme commitments, including internal and external deliverables.
• Ensure effective project management processes, tools and governance mechanisms are in place and consistently applied to support successful delivery.
• Support programme teams by identifying priorities, risks, dependencies, and opportunities, and proactively implementing mitigation measures and solutions.
• Own and continuously improve programme tools, templates, trackers, contact databases, and document repositories to support effective collaboration and knowledge management.
• Manage internal and external programme reporting on a monthly, quarterly and annual basis.
• Provide logistical support to M4D team during GSMA event planning.
• Coordinate key operational and administrative activities, including travel approvals and tracking, team meeting coordination, action tracking, and ad hoc support as required.
• Any other duties commensurate with level as requested by the Senior Operations Manager.

About You

This is a hands-on role requiring a proactive, organised and self-motivated individual who can manage competing priorities and work effectively both independently and as part of a team.

The ideal candidate will demonstrate the following skills and experience:

• Demonstrable operations and project management experience, ideally within donor-funded projects.
• Strong organisational and planning skills, with ability to manage multiple priorities across different workstreams.
• Experience supporting budgeting, forecasting and financial processes.
• Excellent attention to detail.
• Proven track record in tracking and reporting on project activities.
• Strong stakeholder management skills, including the ability to influence, collaborate across teams, and manage senior stakeholders.
• Flexibility and ability to adapt and respond to changing requirements and priorities.
• Excellent communication and interpersonal skills.
• Ability to work as part of a team, supporting other team members in a busy global environment, across several different geographical locations.
• Strong initiative and ownership, with the ability to deliver work autonomously and proactively drive tasks through to completion.
• Proficiency using MS Office (e.g. Word, Excel, PowerPoint, Teams) and experience with project or grant management systems.
• An interest in international development.

About your Skills

Project Management: Fundamental to ensuring activities are well coordinated and delivered effectively. Requires the ability to manage competing priorities, track deliverables and reporting requirements, and maintain accurate documentation and oversight across multiple workstreams.

Communication: Critical to effective coordination and collaboration. Requires clear and professional verbal and written communication skills, with the ability to convey information concisely, prepare reports, and engage confidently with different audiences.

Agility: Important in a fast-paced and evolving environment. Requires the ability to adapt quickly to changing priorities, manage multiple demands simultaneously, and respond proactively while maintaining attention to detail.

Teamwork: Central to successful programme delivery. Requires the ability to work collaboratively across cross-functional and geographically dispersed teams, build positive working relationships, and contribute proactively to shared objectives.

Stakeholder Management: Fundamental to the success of the programmes. Requires the ability to build strong relationships with stakeholders at all levels, ensuring requirements, timelines and actions are understood and communicated effectively through to completion. Able to manage expectations professionally, follow up on actions and escalate issues appropriately to support successful programme delivery.

We strive to offer a meaningful and inclusive application experience for all candidates. Should you require any accommodations or adjustments due to a disability or for any other reason during the hiring process, please contact talent@gsma.com with your request.

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What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.

Stronger together

We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.