- 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
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.
- 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
