Operations Associate at Mkobo Microfinance Bank Limited (Mkobobank)

Job Description

• The Operations Associate who shall have the responsibility to oversee the day-to-day business operations for the business.
• The ideal candidate will have had some hands-on experience working within a Commercial or Microfinance or Fintech within the Operations team
• This role will assist in the setup/implementation of banking operations and the policies required to support the launch of a new challenger/Neobank and also providing solutions that drive both customer and business value.
• Ensure all operations team functions are carried out in accordance with laid down procedures & policies in the manuals and SOPs.
• Ensure that all customer support requests are assigned and attended to within the SLA
• Provide prompt, error free and quality customer service.
• Respond to Customer enquiries promptly through all channels
• Processing of savings, Fixed deposit and other customer applications/requests
• Manage customer complaints through effective customer complaints resolutions process.
• Develop strategies to minimize customer complaints and suggest ways of managing the perception of the Company.
• Providing business and operational support to all departments
• Define, measure, monitor and report on operations KPI and metrics on a weekly and monthly basis
• Liaise with 3rd party IT vendors to for the support and maintenance of systems.
• Any other corporate administrative duties as may be required from time to time.

Qualifications

• Candidates should possess a B.Sc Degree
• Minimum of 1 year experience in Operations/Customer Support/IT Support role
• Have some operational experience in a FinTech or financial institution
• Possess high level of trust to drive best practices with minimal supervision
• Have good project management and leadership skills
• Possess good analytical skills, in-depth understanding of business models
• Keen interest and knowledge of Fintech/Start-ups ecosystem
• Good understanding of CBN/NIDC and other regulatory landscape
• Good knowledge of retail banking operations, retail products and commercialisation is an added advantage.

Skills Required:

• Understanding of operational control methodologies in Microfinance banks.
• Excellent skills in impact analysis and measurement.
• Proficient English Skills in writing and speaking.
• Excellent critical thinking and solution-oriented, self-starter results-oriented person.
• Strong planning, organisational and time management abilities
• High-level influencing and interpersonal skills
• Relationship building, negotiation, problem-solving and troubleshooting.

Salary
N80,000 Monthly.