Assistant Manager – Digital Channels Support at Rafiki Microfinance Bank

The main responsibility of the job holder will be to actively manage and take responsibility for the digital channels team within the Service Delivery Department. The job holder will ensure that all digital channels are processed and settled, and client disputes resolved in an accurate and timely manner and in compliance with all relevant regulation, policies and procedures.

JOB DESCRIPTION

• Managing and monitoring in ensuring uptime with all the digital platforms in digital support department being Money Transfer Services Lipa Na M-PESA, B2C, C2B, Juba Express, Rapid Transfer, Western union, Money gram, Xpress Money, RIA.
• Manage and supervise Float Management funding of bank to customer- B2C portal in ensuring that funds are available for customer transactions
• Management and supervision of Debit card chargebacks in refunding claims from other banks.
• Management and transaction supervision of all unsuccessful mobile banking transactions including C2C, B2C, LNM and utilities have been refunded to the customers in ensuring efficiency and avoiding inconveniences in customer usage.
• Management and supervision of MTS transactions in ensuring that customers are receiving and sending money effectively.
• Managing and supervising the electronic banking end-to-end processes on cards, pins and mobile banking.
• Ensuring that all raised disputes with customer service department and branches are closed.
• Ensuring stakeholder management with the business partners in ensuring that SLAs are met.
• Ensuring that the respective reports are submitted on a timely manner.
• Ensuring that partnership contracts from the business partners have been executed.
• Managing and ensuring all the department reconciliations have been done and record of the same is verified and filed.
• Ensure that all transaction processing is in compliance with regulatory and Bank’s policies and procedures with prompt intervention to resolve problems/ concerns. Act as a payment/transaction authorizer, where necessary.
• Ensure accurate and timely reconciliation, monitoring and settlement of all transactions.
• Manage maintenance of transaction records and documents and create an archival system for easy retrieval.
• Identify areas for process improvement and recommend ways to increase functional effectiveness and improve operational efficiencies.
• Provide leadership and direction to the rest of the marketing and customer experience teams.

KNOWLEDGE: SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE

• Bachelor’s degree in economics or business-related field.
• 5-6 years’ work experience, preferably within the financial sector, 2 of which should be in a team leader position with predominant experience in digital channels, product development and service excellence.
• An experience in managing change in relation to systems, processes, workflows and resources is an added advantage.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry.
• Experience in stakeholder management.
• Proficient in the use of Banking and office management systems.
• Excellent understanding of Treasury settlement is an added advantage.
• Risk Management and prevention.
• Be commercially aware of digital payment, and digital products, systems and new innovations.
• Good MS Office product skills with a bias in EXCEL, Word & PowerPoint.
• Basic knowledge on AML (Anti- Money Laundering).
• Strong people management skills and experience, including change management.
• Great interpersonal skills.
• Strong analytical skills.