Head of Bank Operations at Workforce Group

Mission/Core Purpose of the Job 

• The Head of Bank Operations is responsible for customer relationship. The role is responsible to define customer relationship strategy, design processes, facilitate support for internal and external fintech customer, Agents & Merchants and ensure adherence to SLAs, define tools needed for Back-office staff to achieve the objectives. 

Key Deliverables

The Head of Bank Operations is accountable to achieve the following objectives

• Manage back-office resources
• Define customer relationship strategy
• Ensure effective implementation of the functional strategy
• Execute complaints and efficient onboarding operations
• Monitor SLAs, process adherence and take necessary corrective actions
• Control execution of shared services contract for call center and social media team
• Deploy first level of control via fraud desk

Strategy Implementation

• Define and organize the execution of the strategy for customer relationship excellence
• Contribute to strategy definition of the organization
• Align tool and processes with the changing dynamics of the internal and external ecosystem
• Implement best practice for fraud desk and align with internal control and audit

Staff Leadership and Management

Governance

• Strategic meetings
• Escalations
• Define and execute projects to achieve objectives of function
• Performance

Reporting

Operational Delivery

• Strategy & Analytics, Budgeting, data and Reporting
• Training and Agents, customer, Merchants Support Operations
• Call center operations
• Fraud, Quality and Processes
• Back-office operations

Managerial/ Supervisory responsibilities

• Accountable for morale, performance and development of the function’s human capital
• Cascade and socialize wok structure processes to enable adoption by the team
• Coach and monitor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPAs
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions, in collaboration with HR

Competencies

Functional Knowledge

• Knowledge of fintech, payment, e-commerce, banking, microfinance ecosystem
• Back office and customer complaints management processes management
• SLA and query handling
• Incident & complaints management
• Customer relationship management
• Stakeholder relations management
• Project planning, organizing and delivery
• Fraud management

Skills

• Relationship Management
• Analytical thinking
• process mapping
• Continuous improvement
• Data interpretation
• Delivery focused
• Presentation
• Relationship building

Education

• Degree/Diploma in any related discipline or its equivalent in area of specialization
• Post graduate diploma or certificate in process management is advantageous

Experience

• Minimum of 10 years in relevant experience in a similar position with at least 3 years in a managerial role
• Experience in fintech, banking or financial services is preferred
• Experience working in a global/multinational enterprise with a good understanding emerging market