Job Purpose

The Asset Risk Investigation Officer, you will be responsible for the day-to-day activities with the effective and efficient functioning of the Special Cases, investigations process, and enforcement of Fraud cases, Vandalism, and Emergencies to provide expertise and advice on all investigations and enforcement-related issues Will be assigned responsibilities to handle a special cases portfolio and ensure all accounts assigned are attended and clients dealt with as per the company policies. May require working outside of normal working hours.

Duties and Responsibilities

Specific

• Manage workflow for the team- Analyzing and assigning the cases
• Help in resolving employee issues and disputes
• Compile daily reports from their respective team and report them to the supervisor / Manager
• Develop and maintain good relationships with key internal and external stakeholders
• Performance evaluation for the officer
• Provide a supervisory role to the team
• Cost control- Approvals
• Risk assessment and mitigation
• Analyzing employees’ performance to ensure that they are working towards set targets, identifying areas that require improvements, and tracking that improvement
• Compile daily reports from their respective team and report them to the Supervisor/ Manager
• Special assignments as preferred by the Supervisor /Manager

b. General

• Follow the company’s policies, processes, and code of conduct
• Fulfill any reasonable tasks given or approved by management that is work-related and aimed toward the company’s goals and targets
• Complete all tasks and responsibilities within the agreed deadlines
• Action all administrative duties as per the agreed process
• Embraces, leads and embeds change
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences
• Proactively recommend improvements and innovative ideas to increase business efficiency

Key Performance Indicators

• Achieve a MoM resolution rate of at least 85%
• Incur minimum cost in the process of solving any case assigned
• Manage TAT for the assigned cases
• Lead, Coach, and mentor the team assigned
• Manage the quality of the calls by ensuring the QC Score per day is at the agreed levels

Knowledge, Skills, and Experience Required:

• In-depth knowledge and experience in the Asset Risk and Investigation department
• Excellent communication, Planning organizational and negotiation skills
• Integrity, enthusiasm, and passion for continuous learning and development
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations
• Flexible and adaptable to changing priorities, able to effectively deal with people at all levels inside and outside of the company
• High attention to detail and internal control
• Degree in a relevant field
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Presentation skills

Behavioral Skills:

• Customer Focus – deliver and maintain a high level of customer service with both our internal and external customers
• Ownership – treat Watu as your own company and make decisions that would benefit us all and aligned with our company values – with a clear focus of delivering on the agreed KPIs
• Respect – display respect and maintain respectful relationships within our Watu teams and our customers and partners
• Integrity – operate openly and transparently with our teams, customers, and partners – Act with Integrity
• Empowerment – Learn and grow with Watu. We empower our employees to be the leaders our people want to follow. We empower our employees by giving them the opportunities to learn and grow together. We empower each other by sharing knowledge and embracing a positive mindset

People & Leadership Skills

• Conduct mid-year performance appraisals, annual performance appraisals, and monthly 1-1s as per the Watu performance management cycle.
• Lead, coach, motivate, inspire, and develop others to create an environment that fosters teamwork and cooperation
• Identify the team's training needs and ensure team members obtain the appropriate training and support
• Develop creative ways to keep employees motivated and encourage teams to work to achieve their set Key Performance Indicators (KPIs)
• Identify and recommend new ways of working to continuously improve efficiency, productivity, and both our internal and external customer experience
• Cascade communication on any changes in policies, schedules, and product knowledge to the team
• Lead, attend, and participate in team meetings

• Manage workflow for the team- Analyzing and assigning the cases
• Help in resolving employee issues and disputes
• Compile daily reports from their respective team and report them to the supervisor / Manager
• Develop and maintain good relationships with key internal and external stakeholders
• Performance evaluation for the officer
• Provide a supervisory role to the team
• Cost control- Approvals
• Risk assessment and mitigation
• Analyzing employees’ performance to ensure that they are working towards set targets, identifying areas that require improvements, and tracking that improvement
• Compile daily reports from their respective team and report them to the Supervisor/ Manager
• Special assignments as preferred by the Supervisor /Manager
• Follow the company’s policies, processes, and code of conduct
• Fulfill any reasonable tasks given or approved by management that is work-related and aimed toward the company’s goals and targets
• Complete all tasks and responsibilities within the agreed deadlines
• Action all administrative duties as per the agreed process
• Embraces, leads and embeds change
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences
• Proactively recommend improvements and innovative ideas to increase business efficiency
• Conduct mid-year performance appraisals, annual performance appraisals, and monthly 1-1s as per the Watu performance management cycle.
• Lead, coach, motivate, inspire, and develop others to create an environment that fosters teamwork and cooperation
• Identify the team's training needs and ensure team members obtain the appropriate training and support
• Develop creative ways to keep employees motivated and encourage teams to work to achieve their set Key Performance Indicators (KPIs)
• Identify and recommend new ways of working to continuously improve efficiency, productivity, and both our internal and external customer experience
• Cascade communication on any changes in policies, schedules, and product knowledge to the team
• Lead, attend, and participate in team meetings

• In-depth knowledge and experience in the Asset Risk and Investigation department
• Excellent communication, Planning organizational and negotiation skills
• Integrity, enthusiasm, and passion for continuous learning and development
• Strong interpersonal skills and ability to work harmoniously in an organization with diverse business operations
• Flexible and adaptable to changing priorities, able to effectively deal with people at all levels inside and outside of the company
• High attention to detail and internal control
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Presentation skills
• Customer Focus – deliver and maintain a high level of customer service with both our internal and external customers
• Ownership – treat Watu as your own company and make decisions that would benefit us all and aligned with our company values – with a clear focus of delivering on the agreed KPIs
• Respect – display respect and maintain respectful relationships within our Watu teams and our customers and partners
• Integrity – operate openly and transparently with our teams, customers, and partners – Act with Integrity
• Empowerment – Learn and grow with Watu. We empower our employees to be the leaders our people want to follow. We empower our employees by giving them the opportunities to learn and grow together. We empower each other by sharing knowledge and embracing a positive mindset

• Degree in a relevant field