Operations Manager - Direct Banking Channels

About
To assist in managing day-to-day operations of all direct banking channels activities, and assist in the design of new processes and features within the channels.

Responsibilities

• Draft business requirements and change requests.
• Design new processes and features within the channels.
• Track daily transactions performed over the channels and monitor fulfillment.
• Resolve customer complaints within TAT specified.
• Action non-fulfilled requirements or monitor for fulfillment as agreed with SLA and service standards.
• Tackle technical or business teething problems/bugs during UAT or post-implementation.
• Perform channel User Acceptance Test (UAT), prepare Business Requirement Document (BRD).
• Review Functional Service Document (FSD), Technical Architecture.
• Design UAT scenarios and UAT test execution cases and plan for change requests closely with the IT department for fulfillment.
• Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre.
• Supervise the team on productivity standards, quality assurance, and meet turnaround time.
• Prepare Standard Operational Procedures (SOPs).
• Prepare MIS, meet performance standards, and overall team achievements.
• Establish relationships with clients and senior management, working closely across all departments.
• Proof GL accounts and reconcile internal service provider accounts.
• Broadcast SMS and emails for the Bank and coordinate with the marketing department.
• Function within the framework of Group policies as well as overall organizational and governance frameworks.
• Authorised to take decisions as per the approved authorisation matrix.

Requirements

• Minimum Bachelor’s degree and commercial and technical qualifications.
• Graduate with 2 years’ experience within the customer service industry.
• General banking experience with sound operational understanding is mandatory.
• Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
• Business experience in Call Centre, IVR, CRM, internet, and mobile banking.
• Familiar with MS Office, advanced Excel, and good in number-crunching and analysis.
• Strong analytical skills and business logic.