Operations Officer Finserve at Equity Bank Kenya

Job Purpose: 

The position holder will be responsible for supporting the day to day operations of Finserve (Equitel). He/she is expected to possess operational knowledge and experience of the Equity Bank culture, as well as an understanding of the Bank's processes and procedures.

Job Responsibilities/ Accountabilities:

SIM Cards Stock Management:

• Sim stock monitoring (ordering from suppliers), Booking of shipments tracking with the courier companies until delivery
• Ensuring the suppliers and courier companies are paid for the deliveries through sign offs approval follow up and forwarding the invoices to finance for payment.
• Monitor sim stock of branches allocate to them to ensure they do not experience stock outs.
• To ensure the branch accountants and the branch Equitel staff are using the ERP system to transact and reconcile the SIM cards issued out.
• Ensure the reporting and reconciliation of physical Sim cards Vs. ERP are done on a daily basis by each branch.
• Support in packing and dispatching sim cards to branches on sending them
• Follow through on any ICCID issues experienced by the branches on both BSS and ERP.

Activations Monitoring, trouble shooting and services:

• To ensure branches are able to get Telephony activations done using BSS and handle any issues the branches experience.
• To ensure SIM replacements done are usually indicated in the change of static data forms correctly and records kept for future reference.
• To handle deactivation requests on Telephony from the branches as per SLA.
• To handle transfer of subscription requests on Telephony from the branches as per SLA.
• To handle MSISDN change requests on Telephony from the branches as per SLA.
• To handle Tariff change requests on Telephony from the branches as per SLA.
• To handle static data changes for customers from the branches as per SLA.

System Availability and BSS System rights assignment:

• To monitor and escalate system availability for BSS
• To escalate issues to the service desk, Technical team and SLA managers on system availability to branches.
• Review on a daily basis the rights being assigned to users via service desk. Escalation of violations on a weekly basis to service desk and ensure rectification.
• Communicating to branches on the roles in BSS and the associated applications for each.

Know Your Customer-Compliance

• To review applications per branch assigned to assess if branch complying on the use of digital forms in Onboarding.
• To review applications per branch assigned to access if branch complying with accepting telephony and m-banking T&Cs by the customers and the signatures of both the Equitel staff and the customer are always included in the contract form.
• Uploading of all documentation for individual and corporate onboarding on BSS and Uploading of Staff declaration form.
• To review sim swap forms done on the previous day by each branch to ensure the form is correctly filled by both onboarding staff and customer.
• Escalating to Compliance and operations monitoring on a weekly basis the Sim card reconciliation branch wide status and weekly violations reports for follow up.
• Training and updating of Compliance, enforcement and operations monitoring teams on KYC dash boards and new CAK guidelines.

Service Desk Escalations:

• Ensure all issues experienced by the branches are logged into either Help desk or service desk based on the category of the issue.
• Following up on SD requests from their respective branches that are pending beyond SLA that are forwarded to Equitel Operations.
• Following up on issues escalated via the Equitel ops email group

Essential Knowledge

• Good knowledge of overall branch operations, front office and back office roles.
• Computer proficiency; including strong keyboard skills
• Relevant experience with the key bank operating systems required.
• Knowledge of Bank risks and their mitigation
• Knowledge of risks and controls associated with the A/C opening processes and Telephony activations.
• Knowledge of CAK prudential guidelines.
• Strong knowledge of the AML and KYC policy guidelines as relates to Telephony

Requirements:

• At least an O-Level pass of C+ with a Diploma and/or Degree certificate in a business-related field.
• Work experience in offering Equitel products and services will have an added advantage.
• At least 2 years working experience in the Bank.