Digital Financial Services Operations Manager

THE POSITION

The job holder will be responsible for all operational matters relating to services offered through our digital channels.

KEY RESPONSIBILITIES:

1. Responsible for reconciliation and settlements, management of super-agent transactions and float across all branches.
2. Responsible for MNO (ECOCASH, LUMICASH OR ANY OTHER) Portal System Administration – Creation, deletion of users for Super Agency Service.
3. Customer Service and Query Resolution for DFS Exceptions, ensure resolutions of all exceptions and outstanding items as advised by reconciliation teams.
4. Responsible for day-to-day management of the systems and resources in DFS Operations.
5. Deliver operational effectiveness, efficiency, and timely resolution of customer complaints. 
6. Monitor, report and review levels of service delivery against agreed SLAs.
7. Manage and support for B2C, C2B services, e-value float purchases/movements from Lumicash, Ecocash or any other partner Trust / Suspense accounts. 
8. Provide leadership, Coaching and develop a high performing Team.
9. Provide guidance and operational support to business teams during development and testing of new digital products and services. 
10. Responsible to put in place, monitor and update all digital financial Services Standard Operating Procedures.

QUALIFICATIONS AND EXPERIENCE

• Degree in a Business administration/Finance/Commerce/Computer Science or related field.  
• Professional qualification in banking/Mobile money/Fintech operations background as an added advantage.
• Total Professional experience not less than 3 (three) years in banking/Mobile money/Fintech operations and Customer Service.
• Excellent planning, organization and Business report writing skills.
• Excellent the ability to anticipate issues and to design appropriate solutions.
• Strong verbal and written communication skills.
• Self-driven professional with interpersonal skills

HOW TO APPLY

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment Portal and submit your application.

To be considered, your application must have:

1. Your updated CV
2. Degree certificate.
3. A copy of your ID

 Your application must be received by 22^nd Dec, 2023 at 11:59PM

Only short-listed candidates will be contacted.