Latest Jobs at Source Microfinance Bank

Role Overview

• We are looking for an experienced Banking Operations Lead to join our dynamic team. This is a full-time, role for an Operations Lead at Source Microfinance Bank in Lagos. The Operations Manager will be responsible for overseeing day-to-day general banking operations, ensuring timely delivery of services, and upholding high standards of customer satisfaction. This role involves managing teams, working on process improvements across departments, and ensuring compliance with regulatory policies. This role also offers flexibility for some remote work.

Responsibilities

• Coordinate and channel resources to ensure seamless banking operations in line with the Bank’s strategy
• Ensure just-in-time service deliveries of bank operations, credit administration, digital platforms etc.
• Establish and maintain cordial relationships with and across correspondent banks, relevant partners & stakeholders key to our success
• Implement prompt resolution of customer complaints, logged cases, internally observed issues in a proactive manner, as such delivering great customer experience
• Ensure all operations follow laid down rules, procedures and regulatory policies
• Embark on research, consultation, and engagement to suggest possible improvements to the Bank’s policies & processes aimed at delivering efficient banking services and products

Candidate Specification

• Minimum of 5 years banking operations experience in microfinance bank/financial service
• Desired candidate must be CIBN certified i.e., obtained MCIB along with other role relevant certification(s)
• Experience working in Microfinance Bank and understanding of CBN stipulated ratio, standards, reporting and other relevant guidelines is a must-have
• Proven understanding and experience of fintech banking operations
• Previous and proven usage of Microsoft office, and core banking solutions is essential for the role holder
• Experience working with start-up is an advantage but not compulsory
• Excellent verbal and written communication and presentation skills is required
• Candidate must possess the ability to work independently and part of a team, should be a self-starter
• Excellent analytical, strategic thinking, and problem-solving skills
• Bachelor's degree in accounting, finance, or related field

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Job Description

• Analyze customer complaints and determine the best course of action to resolve them, escalate complex issues to management when necessary. 
• Issue payment receipts, offer letters and follow up on due and missed payments.
• Calls: incoming and outbound calls.
• Customer account creation, maintenance and update Customer database across products
• Collaborate with other departments, such as sales, marketing, IT support and product development, to communicate customer feedback and contribute to continuous improvement efforts.
• Monitor customer complaints and reach out to provide assistance
• Establish and maintain interpersonal relationships with Customers
• Generate timely reports to different stakeholders as required: utilize such reports to advise management in decision making.
• Analyze & report data to inform operational decisions or activities, basically to improve product offerings
• Prompt responses to customers’ requests & queries via mails, telephones etc
• Gather customer feedback and share with unit head and other departments

Requirements

• Minimum of 2 years as a Customer Experience, preferably in a financial service job role
• HND or BSC in related field
• Interpersonal and customer service skills to ensure positive interaction with customer
• Analytical and problem-solving skills to troubleshoot, diagnose problems and recommend effective solutions.
• Active Listening and Communication Skills.
• Time management skill.
• Technical skill and effective use of Microsoft office (Excel, PowerPoint Teams e.t.c)
• Experience in use of core bank application/solution is compulsory