• Application Deadline:
• Position: Operations Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field Administration / Secretarial 
  

Responsibilities

• Design and continuously improve existing and new business processes. This includes selecting the IT systems that support day-to-day operations; outlining process flows, defining operating rules and policies, assigning operational roles and responsibilities, integrating manual operations with IT systems and defining performance metrics.


• Become intimately familiar with the regulatory environment and ensure compliance at all times.


• Run day-to-day underwriting and collections and lead its team by example. This requires keeping track of performance metrics, taking corrective actions, analysing bottlenecks and implementing solutions that bring process performance to the next level. Examples of critical success metrics would be improving time to loan approval, reducing the % of portfolio in late repayment, etc.


• Manage the overall cost of operations. Keeping the balance between providing an outstanding customer experience and controlling the cost of managing accounts.


• Managing the entire back office processes implies overseeing a wide range of operational activities alongside managing customer relationships. These include but are not limited to: performing credit analysis, establishing direct communication channels with applicants and borrowers, issuing loan agreements, applying payments to individual accounts, identifying delinquent accounts, taking direct collections action, issuing monthly statements, addressing customer claims, etc.


• Prepare regular presentations on the overall status of StudentFunder’s operations and deliver results and improvement plans to the Board of Directors.

Requirements

• Graduate / Post Graduate Degree in any discipline


• 3-5 years of experience in Seller Support or Seller onboarding function


• Proficiency in Microsoft Excel, Microsoft Word and Internet Explorer, Android Apps


• Ability to document and share customer issues, trends, and recommended solutions to the group on a regular basis


• Ability to empathize with and prioritize customer needs


• Excellent interpersonal skills with our diverse customer base


• Ability to work with our customers that are business owners and very particular about their day-to-day operations


• Demonstrated skills in conflict resolution, negotiation, and de-escalation


• Ownership to resolve challenging customer issues, escalating when necessary


• Ability to determine customer needs and provide appropriate solutions


• Ability to maintain regular and reliable attendance, including the daily schedule


• Flexibility with the working schedule; may be expected to work weekends, holidays and events.