Title: Operations Team Leader – Financial Services,
Industry: Financial Services,
Location: Nairobi,
Reports to: Customer
Service and Operations Manager,
Gross Salary: Ksh 90,000 –
110,000,
|
Our
client is in the Financial Services industry. They are seeking to hire an Operations Team
Leader who will be responsible
for consistently providing excellent operational management to the team, as
well as represent customer needs and goals within the organization to ensure
the highest level of accuracy and quality in the day-to-day operations. |
Key Responsibilities
Supervise
merchant onboarding/vetting/support and alternative channel functions.
Ensure
merchant suspicious activities are identified and any AML incidents are
documented and reported.
Develop
and skillfully manage relationships with partners and vendors.
Ensure
the Operations department’s shift and leave schedules are properly planned and
availed to all members.
Ensure
the Operations team members have all resources and system access required for
optimal performance.
Evaluate
and monitor the company’s performance by analyzing and interpreting data and
metrics across departments.
Ensure
data protection policies are adhered to by all customer support personnel and
ensure all data breach incidents are reported in a timely manner.
Continuously
review operational processes, training manuals, and scripts and ensure they
remain relevant and in tune with departmental requirements.
Conduct
continuous training and coaching sessions for the CS team members on all
products and system needs.
Assessing
and implementing improved processes, and/or new technologies that will help
streamline operations.
Respond
to and resolve issues arising out of work or from within the team or across
departments that may have a bearing on team effectiveness.
Identify
gaps in processes and provide valuable input to formulate lasting solutions.
Prepare
and submit departmental reports to the manager.
Support
the team in the absence of the Customer Service and Operations Manager.
Any
other duty assigned by the Customer Service and Operations Manager
Key Qualifications
Bachelor’s degree from a
recognized university.
Should have a background in
online financial services.
1-3 years of experience in a
similar environment would be an added advantage.
Knowledge of customer service
practices and principles is a must.
Proficient
in relevant computer applications (Word processors, Browsers, Spreadsheets)
Excellent
internet usage, data entry and typing skills are a must.
Superior
listening, verbal and written communication skills are a must.
Ability
to handle stressful situations appropriately
Good
understanding of Operations and Operational Standards.
Good
knowledge of controls and procedures of a payment platform’s operations
Good
knowledge of Operational and Compliance Risk Policies.
Good
knowledge of our products and Services
How to Apply
If
you are up to the challenge, possess the necessary qualification and
experience; please send your CV only quoting the job title on the email
subject (Operations Team Leader – Financial Services) to vacancies@corporatestaffing.co.ke before 19th May 2023.
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