• Application Deadline:
• Position: Head of Bank Operations


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 10 years


• Location Lagos


• Job Field Banking 
  

Mission/Core Purpose of the Job 

• 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

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

Education

• Degree/Diploma in any related discipline or its equivalent in area of specialization


• Post graduate diploma or certificate in process management is advantageous

Experience

• 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