Operations Officer

JOB LOCATION: Lagos, Nigeria

JOB DETAILS:

• Mkobo is currently pivoting to a full service digital bank/Neobank by launching Our goal is to help hard working people grow their wealth by making it easy for them to Earn, Save, Spend and Invest their hard earned money.
• To this end we are recruiting a Team Lead Operations who shall have the responsibility to oversee the day-to-day business operations for the business.
• The ideal candidate will have had some hands-on experience working within a Commercial or Microfinance or Fintech within the Operations team.
• This role will assist in the setup/implementation of banking operations and the policies required to support the launch of a new challenger/Neobank and also providing solutions that drive both customer and business value.

Responsibilities

• Above all things, the operations department is there to simply make sure things GET DONE.
• Ensure all operations team functions are carried out in accordance with laid down procedures & policies in the manuals and SOPs.
• Ensure that all customer support requests are assigned and attended to within the SLA
• Ensure the team members are up to speed and trained on all operations processes and policies in SOPs.
• Provide prompt, error free and quality customer service.
• Respond to Customer enquiries promptly through all channels
• Processing of savings, Fixed deposit and other customer applications/requests
• Manage customer complaints through effective customer complaints resolutions process.
• Develop strategies to minimize customer complaints and suggest ways of managing the perception of the Company.
• Providing business and operational support to all departments
• Supervises the customer support team and sets day-to-day operational objectives for the team.
• Any other corporate administrative duties as may be required from time to time.
• Assisting all customers by providing information and resolving any complaints;
• Oversee the company's and its various international offices day-to-day operations.
• Create, recommend and put into business strategies, plan and procedures to drive and meet revenue targets
• Lead and manage weekly team meetings.
• Any other duties that may be assigned to the position.

Qualifications

• Candidates should possess a B.Sc in Management or related field
• Hold a Post Graduate Degree in any discipline
• Minimum 3 years experience in Operations/Customer Support role
• Minimum of 3 years of experience
• Have some operational experience in a FinTech or financial institution
• Possess a high level of trust to drive best practices with minimal supervision
• Have good project management and leadership skills
• Possess good analytical skills and an in-depth understanding of operational models
• Keen interest and knowledge of the Fintech/Start-ups ecosystem
• Good understanding of CBN/NDIC and other regulatory landscape
• Good knowledge of retail banking operations, retail products and commercialization
• Experience in developing SOP and policy documents from scratch, in line with relevant ISO standards.

Must have skills:

• Digital banking operations KPI Risk management process documentation

Good to have skills:

• Freshdesk internal control OKR crisp support tool

Skills Required:

• Strong knowledge of operational control methodologies in Microfinance banks.
• Excellent skills in impact analysis and measurement.
• Proficient English Skills in writing and speaking.
• Excellent critical thinking and solution-oriented, self-starter results-oriented person.
• Strong planning, organisational and time management abilities
• Leadership, team management, developing and mentoring
• High-level influencing and interpersonal skills
• Relationship building, negotiation, problem-solving and troubleshooting
• Reconciliation ,call over & operational report e.t.c

HOW TO APPLY
To apply for the ongoing MKOBO Microfinance Bank Job recruitment, visit the APPLICATION PORTAL to submit your application