Mobile Channel Operations Analysts at Equity Bank Kenya

Description

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

Mobile Channels within Group Payments

Job Purpose Statement

The Operations Analyst is responsible for the provision of operational and client service support to the mobile banking business team by proactively identifying and solving issues relating to the performance of the mobile banking business operations, channels and customer experience. The Operations Analyst shall also be involved in the continuous review of mobile banking business processes and workflows to make a variety of recommendations for improving efficiency and service delivery to the users of the mobile banking channels and requisite products. The operations analyst will also work with the mobile channels team to identify opportunities to help increase profitability and develop improved strategies, processes and procedures for effective and efficient client management.

 Reporting to the General Manager- Mobile Channels, the ideal candidate’s key duties and responsibilities will include: This role is key to ensure mobile banking customers receive outstanding support for all their issues and product support needs to maintain loyalty to the services.

Key Accountabilities (Duties and Responsibilities)

• Analyse mobile banking data and information to identify new revenue generating business opportunities, improve customer experience, and lower costs.
• Manage the accuracy of reconciliation reports for preparation of revenue share models and computation of mobile banking invoices.
• Liaise with the payments performance analyst to manage all financial revenue and cost exceptions to ensure recovery of any exposures to the business on a weekly basis.
• Analyse and enhance workflow and cross-departmental engagements to meet customer satisfaction levels.
• Exception management in order to minimize operational losses and risks associated with transaction processing.
• Research market and industry trends and patterns and prepare insight reports to guide improvements to mobile channels and operations.
• Prepare detailed reports of top customer issues, gaps in mobile channel’s service offering and identified improvements.
• Compare mobile banking processes with industry standards and best practices and make recommendations for improvement to the mobile channel managers.
• Monitor insights from mobile channels reconciliations activities, prepare weekly and monthly reports for utilization by management and make recommendations based on gaps and trend analysis.
• Support the first line customer facing teams in resolution and provision of product information and support for customer-initiated queries and issues within the determined SLAs.
• Schedule and execute regular product awareness training drives for the wider bank sales and support teams.
• Manage a product knowledgebase for common support queries, troubleshooting guides and product information for use by sales and support teams.
• Monitor, track and analyse customer feedback and needs about mobile channels and prepare monthly product improvements recommendations based on identified gaps, or missing solutions to customer problems.
• Track the quality and risk management of mobile channel services by participating in the development and validation of mobile channels user acceptance testing exercises for new product/services and changes.
• Identify deficiencies and areas for improvement and redesign under the mobile banking channels and products.
• Actively execute tactical strategies to achieve satisfactory rating for the mobile banking
• Track the quality and risk management of mobile channel services by participating in the development and validation of mobile channels user acceptance testing exercises for new product/services and changes.
• Identify deficiencies and areas for improvement and redesign under the mobile banking channels and products.
• Actively execute tactical strategies to achieve satisfactory rating for the mobile banking department’s audit, compliance and risk management reviews
• Build sustainable relationships of trust through open and interactive communication across various areas of business.
• Personal Growth and Development – maintain professional and technical knowledge of the mobile banking channels and related products and services; Regularly participating in cross-department trainings; Benchmarking market and industry best practices; Developing and tracking a personal development plan; Meeting training and development quota.
• Teamwork – Contribute to team effort by accomplishing related results as needed.

Qualifications
 
Academic and Professional Certifications:

• University Degree in a business field is desirable.
• Service oriented certifications desirable.

Experience

• At least 2 years proven customer support or client servicing experience for digital financial services in a similar sized organization.  
• Experience in a banking or financial services operations role is an added advantage.
• Familiar with CRM systems and practices
• Data Analytical skills and tools e.g., Excel, MS Power BI, SQL etc.
• Knowledge of multiple functional areas withing financial institutions, including, sales, customer support, finance or marketing. Understanding of customer service principles and standards.
• Ability to achieve tactical goals and evolve customer experiences based on research, data and industry trends in an innovative and fast-paced environment. Excellent problem-solving, organizational and analytical skills
• Ability to influence multiple stakeholders without direct authority

CLOSING DATE: 25TH MARCH 2022