Operations Team Lead at Mkobo Microfinance Bank Limited (Mkobobank)

Job Role

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 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
• 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 optimise processes, document them and ensure that business systems are fit for 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 to 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 have access to the right applications for their job.
• Any other corporate administrative duties as may be required from time to time.

Skills Required

• 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, organisational and time management abilities
• Leadership, team management, developing and mentoring
• High-level influencing and interpersonal skills
• Relationship building, negotiation, problem-solving and troubleshooting

Qualifications

• 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 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
• Experience in developing SOP and policy document from scratch, in line with relevant ISO standards