Operations Executive Partner and customer Support
- Lusaka
- Permanent
- Full-time
- Facilitate creation of new system Users in line with roles and responsibilities matrix.
- Support with activation of system users where accounts are within 30day inactive.
- Initiate all float allocations and deallocations for Customers, Merchants, Enterprise, Internal wallets, and Non-Trust Bank customers as per Finance team and Bank requests.
- Ensure timely settlement and approvals of all allocations and deallocations.
- Initiate sensitive platform configurational changes and ensure all configurational changes have proper authorization and signoffs secured.
- Execute post go live testing and ensure validation of results.
- Ensure sanity tests are performed as per set guidelines during any change implementation.
- Adhere to internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Decrease customer complaints by ensuring all customer requests are handled in a timely manner.
- Offer third level support to Channel Partners, Banks, and Recovery Desk.
- Proactively monitor key services through service dashboards.
- Adhere to set Back Office processes and procedures to ensure efficient Back Office operations.
- Understand customer needs and work with management on upsell opportunities – i.e., in depth knowledge of customer account and what they really want.
- Proactively communicate with clients on new or improved products or services, promotions, or any other changes in a timely manner.
- Bachelor's Degree in Business, Project Management, Management or Computer Science.
- Excellent reporting skills.
- Computer literacy with excellent Excel, Word, and PowerPoint skills.
- Fair appreciation of banking practices and governing laws including but not limited to Banking and Financial Services Act, National Payment Systems Act, Anti-Money Laundering guidelines and relevant Bank of Zambia directives.
- Experience with customers and customer query resolution.
- Ability to read, edit, and understand contracts.
- Ability to plan, organize, and prioritize multiple and simultaneous programs and meet deadlines.
- Strong interpersonal skills in dealing proactively with all levels of internal and external customers.
- Ability to work under pressure with minimum supervision.
- Ability to innovate.
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