Operations Officer at Umba

Job Summary:
To support the digital banking operations by ensuring seamless processing, monitoring, and control of all digital transactions, customer onboarding, and service requests. The role ensures compliance with regulatory requirements, maintains operational efficiency, and enhances customer experience through digital channels.
Responsibilities:
Digital Customer Onboarding & Account Management

• Process digital account opening applications and ensure completion of KYC/AML requirements.
• Verify customer identity and documents through digital verification tools.
• Review and approve/decline onboarding requests based on risk assessment.
• Manage customer account maintenance requests (e.g., profile updates, limits).

Digital Transactions & Payment Operations

• Monitor and process digital payments, transfers, bill payments, and mobile money integrations.
• Manage transaction exceptions, reversals, chargebacks, and disputes.
• Ensure timely resolution of failed transactions and customer complaints.
• Monitor payment channels for operational anomalies.

Fraud, Risk & Compliance

• Monitor digital channels for suspicious activities, transaction anomalies, and potential fraud.
• Escalate and investigate fraud cases in line with internal policies and regulatory guidelines.
• Support AML/CFT monitoring and reporting (STR/CTR) where applicable.
• Ensure adherence to POCAMLA, CBK regulations, and internal digital banking policies.

System & Channel Monitoring

• Monitor the digital banking platform (web/app), APIs, and third-party integrations for uptime and performance.
• Identify system issues and coordinate with IT/Tech teams for resolution.
• Participate in testing of system upgrades, new features, and integrations.
• Maintain incident logs and support post-incident reviews.

Customer Support & Service Excellence

• Provide high-quality operational support to customers via chat, email, calls, and social media.
• Ensure fast resolution of customer issues while maintaining high compliance standards.
• Create and maintain FAQs, process guides, and self-help resources.

Process Improvement & Automation

• Identify operational inefficiencies and recommend automation opportunities.
• Support the implementation of automated workflows and digital process improvements.
• Review and update SOPs and operational manuals for digital processes.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Information Technology, or related field.
• 2–4 years’ experience in digital banking or banking operations.
• Knowledge of digital banking platforms, APIs, and payment ecosystems.
• Familiarity with AML/CFT, KYC, and regulatory requirements.
• Strong analytical and problem-solving skills
• Excellent communication and customer service skills
• Ability to work with digital systems and dashboards
• High attention to detail and accuracy