Operations Officer at MKOBO Microfinance Bank

Mkobo is licensed as a Microfinance Bank by the Central Bank of Nigeria (CBN). We started operations in August 2015. MKOBO is not your typical MFB, we do not have a banking hall nor do we accept cash deposit. All transactions are done electronically. We are primarily focused on the promotion of inclusive financial services through the development of innovative financial services that leverages technology to eliminate the costs and complexities usually associated with traditional financial services.

We are recruiting to fill the position below:

Job Title: Operations Officer

Location: Lagos, Nigeria
Employment type: Full Time
Job function: Operations
Workplace Type: Onsite

Description

• Mkobo is currently pivoting to a full service digital bank/Neobank by launching mkobobank.com. 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

Application Closing Date
Not Specified.