MKOBO Microfinance Bank Limited is a fully licensed MFB by the Central Bank of Nigeria (CBN). MKOBO was conceived to help solve consumers’ need for access to short-term emergency credit. Our goal is to provide access to short term unsecured loans, which is easily accessible. We cater to the demography currently underserved by the Commercial banks in ou...
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Mkobo is currently pivoting to a full-service digital bank/Neobank by launching mkobobank.com. Our goal is to help hard-working people grow their wealth by making it easy for them to Earn, Save, Spend and Invest their hard-earned money. To this end, we are recruiting a Team Lead Operations 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.
Above all things, the operations department is there to simply make sure things GET DONE.
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
Ensure the team members are up to speed and trained on all operations processes and policies in SOPs.
Provide prompt, error-free, and quality customer service.
Respond to customer inquiries promptly through all channels
Processing of savings, Fixed deposit, and other customer applications/requests
Manage customer complaints through an effective customer complaints resolution 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
Ensure all IT assets are accounted for and in good working order at all times
Log and monitor service requests from both internal and external Customers until resolved
Process Mapping & Optimization: review and optimize processes, document them, and ensure that business systems are fitfor purpose
Provide IT support to internal staff to include hardware, software, and application support
Maintain and ensure up to date disaster recovery plan
Define, measure, monitor, and report on operations KPI and metrics on a weekly and monthly basis
Liaise with 3rd party IT vendors for the support and maintenance of systems.
Supervises the customer support team and sets day-to-day operational objectives for the team.
Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks
Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.
Any other corporate administrative duties may be required from time to time.
Hold a Post Graduate Degree in any discipline
Minimum 3 years experience in Operations / Customer Support / IT Support role
Minimum of 1-year team lead / supervisory role experience
Have some operational experience in a FinTech or financial institution
Possess a 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 commercialization
Strong knowledge 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, organizational, and time management abilities
Leadership, team management, developing and mentoring
High-level influencing and interpersonal skills
Relationship building, negotiation, problem-solving, and troubleshooting.