Operations Analyst at Asante Financial Services Group

Purpose of the Job

This position is based in Nairobi. The holder of this job will be responsible for helping Asante Financial Services Group to maintain a robust and efficient operations environment for sustainable business growth. Reporting to the Senior Operations Analyst, the Operations Analyst will ensure First Time Right (FTR) delivery of new products. This person will be responsible for processes and procedures in place to ensure that business rules are properly configured for all products. The senior operations analyst role requires a person with strong computer skills, attention to detail, and the ability to work in a dynamic team environment.

Key Deliverables

• First Time Right implementation of new products.
• Review of new products and offer inputs on their viability
• Work with IT/Engineering teams and other ecosystem partners to ensure 99.99% service uptime
• Customer support for customer operational issues ensuring timely resolution within agreed SLAs for customer satisfaction and retention
• Monitor revenues and margins to minimize any leakages/losses in a proactive manner
• Review of company operational policies, processes, and procedures and offer inputs for business improvements
• Identify system improvement areas and work with the Head of Operations and Head of Technology to enact changes
• Help in developing new processes and procedures to enhance business operations
• Work with the data science team to ensure Operations’ inputs are incorporated in credit decisions
• Work with the Customer Management team and external collection partners to ensure defaults are maintained at acceptable levels
• First level daily reconciliations to ensure that any differences are close looped with the respective issue owner
• Support in investigations of fraud incidents
• Maintain operational logs and incident reports, to assist in future learnings
• Preparing operations reports

Decision making

• Prime: Final Decision-Making Authority-accountable to the Management
• Shared: Decisions reached jointly with peers on a collective basis
• Contributory: Makes contributions to a decision or policy judgment reached by

others

• Operations processes and procedures
• New product design and product changes
• Cross-Functional Team SOPs
• Inputs to data science models

Key competencies

• Diligent, honest, self-motivated and self-driven person
• The result-oriented person with an entrepreneurial mindset
• Attention to detail.
• Strong multitasking and time management skills.
• Excellent communication skills, both verbal and written

Educational Level

• Minimum of bachelor’s degree in IT/Engineering from an accredited university

Working Experience

• 3+ years relevant experience as a senior operations analyst or in a similar position
• Knowledge of SQL scripting, Databases, Advanced Microsoft Excel
• Working knowledge of Tableau
• Knowledge of MIFOS X or similar Core Banking Systems
• Project management skills will be an added advantage