Senior Operations Officer-Retail, Agent & Merchant) Finserve at Equity Bank Kenya

• This role is responsible for the day-to-day back-office management of Digital Financial Services (DFS) agents and merchants, ensuring smooth and efficient operations. It encompasses developing and implementing standardized procedures, managing second-level escalations related to customer complaints and system outages, and maintaining accurate records for retail trade partners.
• Essentially, this role acts as a critical link between the field operations, technology, and customer service teams, ensuring a seamless experience for DFS agents, merchants and end-users.

Key Responsibilities

• Implement daily routines for back-office administration of the agents/ merchants support
• Develop process and procedures to ensure efficient management of agents/ merchant’s operations
• Manage second level escalations team on issues related to Customer complaints, emerging issues on the product & services and major system outages for follow-through and feedback to all relevant teams.
• Track and maintain records for applications and other documents for retail trade partners.
• Develop SLAs with shared services sections and ensure adherence to the set standards
• Propose and implement changes to processes and procedures for DFS operations.
• Coordinate training for DFS to retail & business partners.
• Provide management updates on all customer, agents and merchants issues affecting the product/platform with action plans on the resolution.
• Liaison between different partners and parties in the resolution of all customers, agents and merchants facing issues.
• Provide effective management of all escalated issues
• Publish monthly assessment reports on all issues that affect the product, customer supporting team and the customer.
• Manage customer support systems ensuring they operate optimally.
• Drive common understanding of process initiatives across Operations through awareness & communication methodology. 

Qualifications

• A Degree
• Post-graduate will be an added advantage
• Previous Work experience in a similar role for more than 3 years
• Strong interpersonal, excellent communication and organizational skills.