Responsibilities
Procedures and Policies
- Documenting group operational manuals, procedures and policies
- Reviewing and revising group operational manuals, procedures and policies
- Ensuring that OpCo procedures are documented and revised continuously
OpCo Operational Support
- Help OpCos develop SLAs with shared services sections and ensure adherence to the set standards.
- Partner (merchants, enterprises, agents) management [on-boarding, management, training]
- Manage and report incidents and ensure RCA report is shared and learnings communicated across OPCOs to avoid repeat occurrence of the recurrent incidents.
- Help OpCos develop process and procedures to ensure efficient management of retail back-office operations.
- Assist OpCos build second-level support oversight framework for retail trade partners.
- Support OpCos in developing Channel (Agent) Management e.g float management, agent set-up and monitoring.
- Maintain a tracker of A.M operational open issues.
- Monitor adherence to Operational Level Agreements and key KPIs across opcos to ensure operational efficiency.
- Ensure all A.M ops weekly, monthly and quarterly reports are submitted in time.
- Initiate and follow-up the delivery of operational transformation initiatives including process automation and related requirements.
- Products day to day operational support to ensure smooth customer experience end to end. ( VCN, Loans, Enterprise).
- Ensure SLAs with partners are in place and being followed. ( Product partners ).
- Help OpCos develop SLAs with shared services sections and ensure adherence to the set standards.
Operational Risk Support
- Identify Operational Risk issues and maintain up-to-date operational risk registers in liaison with the AM Risk Management function.
- Track and support the timely implementation of operational risk mitigating action plans.
Operational Compliance Support.
- Design dashboards to monitor compliance to key operational processes.
- Support ICOFR (financial controls), other Key Controls and Continuous Controls monitoring activities across the OpCos.
- Maintain a tracker of ongoing partner due diligence.
Operational Controls Projects
- Support in implementation of key operations change requests and service requests changes across OpCos.
- Raise change requests for key control projects.
- Coordinate UATs, guide OpCos on key group led operational initiatives.
Audit Coordination (Internal & External)
- Assist & guide OpCos in closing A.M audit findings
- Providing audit responses for A.M Group audit requests, participating in audit walkthroughs, coordinate audit responses.
- Ensure there are no repeat and no-reopened audit findings in OpCos.
Qualifications
Educational Qualifications
• Bachelor’s degree in commerce, Economics, Statistics and related fields
• MBA, CFA, CPA (K), Project Management Certification: Additional Advantage
Skills
• General Financial & Operational knowledge
• General Telecommunication knowledge
• Advanced proficiency in Excel, PowerPoint and project management tools
• Applied project management knowledge
• General Management
• Stakeholder and Relationship Management
