Operations & Customer Support Specialist at Sabi

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 5 years
• Location: Lagos
• Job Field: Customer Care 

Job Purpose

The Operations and Customer Support Specialist would be responsible for developing policies that will correlate with the business strategies, implement effective processes and standards that aligns with the bank’s overall goals and vision, oversee the daily operations and performance of the bank’s branches while ensuring and managing customer service & retention.

Job Responsibilities

• Developing policies that will correlate with the business strategies.
• Implementing effective processes and standards that aligns with the bank’s overall goals and vision.
• Overseeing the daily operations and performance of the bank’s branches
• Managing customer services and ensuring customer retention
• Oversee customer support processes and organize them to enhance customer’s satisfaction.
• Overseeing operation compliance and regulations
• Managing and coordinating all Operational processes of the organization.
• Provide clear directions on strategic goals, translating and prioritizing them into business and performance measures.
• Designing workflow and process flow of the department.
• Review all operations processes and make sure the best practice is adopted.
• Contribute to the development of business unit strategy by providing a view of potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment.
• Build strong relationships with key external stakeholders, Government, suppliers, etc. to ensure the effectiveness and efficiency of the organization at the operations and technology levels.
• Identify and mitigate operational risk.
• Monitor and supervise daily operations to ensure a free flow process.
• Create a strong professional workforce by developing competent individuals in the banking operations team.
• Ensure client data is protected from the public and secured against fraud by enforcing access rights and verification levels.
• Collaborate with heads of other units to develop best practices for successful banking operations.
• Always enforces dual control procedures.
• Performs pre-audits to ensure ongoing adherence to compliance procedures.
• Accountable for planning and opening of new branches (outlets) in terms of expansion of the business and business plans

Requirements

Special Skills and Qualifications

• Bachelor’s degree/HND in Business Administration, Operations Management, or related field
• Minimum of 5 years operations and customer service experience in a digital financial services or a related industry
• Familiarity with CRM software and order management systems
• Proficiency in data analysis using relevant software/tools
• Familiarity with compliance regulations
• Strong organizational and analytical skills.
• Proficiency in the use of Microsoft Office. 

Candidate Specification

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .

Benefits

• Rapid Career Growth
• Annual Training Budget
• Robust Health Coverage, including
  • Optical Cover, and
  • Dental Cover
• Wellness Programs, including
  • Free Gym Cover
  • Free Spa Cover
• Competitive Pension Plan
• Opportunity to work in other global office.
• Life Cover
• Performance Bonus
• Paid Vacation Days
• Fully-funded Team Bonding Activities