Senior Operations Officer-Retail, Agent & Merchant) Finserve – ()
Description
Job purpose:
This role is responsible for the day-to-day back-office management of Digital Financial Services (DFS) agents and merchants, ensuring smooth and efficient operations. It encompasses developing and implementing standardized procedures, managing second-level escalations related to customer complaints and system outages, and maintaining accurate records for retail trade partners.
Essentially, this role acts as a critical link between the field operations, technology, and customer service teams, ensuring a seamless experience for DFS agents, merchants and end-users.
Key Responsibilities
· Implement daily routines for back-office administration of the agents/ merchants support
· Develop process and procedures to ensure efficient management of agents/ merchant’s operations
· Manage second level escalations team on issues related to Customer complaints, emerging issues on the product & services and major system outages for follow-through and feedback to all relevant teams.
· Track and maintain records for applications and other documents for retail trade partners.
· Develop SLAs with shared services sections and ensure adherence to the set standards
· Propose and implement changes to processes and procedures for DFS operations.
· Coordinate training for DFS to retail & business partners.
· Provide management updates on all customer, agents and merchants issues affecting the product/platform with action plans on the resolution.
· Liaison between different partners and parties in the resolution of all customers, agents and merchants facing issues.
· Provide effective management of all escalated issues
· Publish monthly assessment reports on all issues that affect the product, customer supporting team and the customer.
· Manage customer support systems ensuring they operate optimally.
· Drive common understanding of process initiatives across Operations through awareness & communication methodology.
Qualifications
Qualifications
· A Degree
· Post-graduate will be an added advantage
· Previous Work experience in a similar role for more than 3 years
· Strong interpersonal, excellent communication and organizational skills.
