Equity Bank Senior Operations Officer-Retail Agent & Merchant Finserve Jobs in Kenya

Equity Bank Senior Operations Officer-Retail Agent & Merchant Finserve Jobs in 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.

How to Apply

For more information and job application details, see; Equity Bank Senior Operations Officer-Retail Agent & Merchant Finserve Jobs in Kenya

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