Background information about the job or company (e.g., role context, company overview)

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Operations Officer

Directly reporting to: Operations Manager

Location: Head Office

Job Purpose

The Operations Officer plays a pivotal role in ensuring the smooth and efficient daily operations of the bank. This position requires a keen attention to detail, strong organizational skills, and a deep understanding of banking processes and regulations. The Operations Officer will collaborate closely with various departments and branches to maintain operational excellence and deliver exceptional service to our customers.

Key Responsibilities:

Daily Operations Management:

• Oversee and manage the day-to-day operations of the bank, including transactions processing and regulatory compliance and drive initiatives to enhance operational effectiveness and service delivery.
• Ensure operational efficiency by implementing and maintaining standardized procedures and controls, verifying transactions done at branches on daily basis to ensure compliance with our policies.
• Guides Customer consultants on loan closure, reschedule, restructure and approve in the core banking system.

Customer Service and Support:

• Provide support to customers regarding their banking transactions like failed transactions, pending transactions wrong posted transactions and other account inquiries to provide solution to customers. Maintaining a high level of customer satisfaction by addressing inquiries promptly and professionally.
• ATM operations like card request, processing, activation, reset, renew, close card and resolving inquiries raised by customers on ATM usage.
• Reject mobile numbers in UTSM if customer needs to change mobile number
• Account closure as per saving manual
• Transfer customers from one branch to another upon branch request
• Assist customers on fund transfer both internal and to other banks

Risk Management and Compliance:

• Review all branch/business Center data before close of day and make any necessary rectification, and make sure the data are authorized by the required parties
• Closure of raised audit findings and ensure there are non-repeating issues.
• Ensure adherence to all banking regulations and internal policies related to operations.
• Implement risk mitigation strategies and controls to minimize operational risks.

Team Collaboration and Leadership:

• Collaborate with cross-functional teams, including Compliance, IT, and Finance, to achieve operational goals and resolve issues.
• Provide guidance and support to operational staff, fostering a positive and productive work environment.
• Ensure branches are supported by making appropriate placement of Customer Consultant, Train, Coach and mentor customer consultants.

Core Competencies Required:

• Must Good customer service and customer experience skills
• Excellent communication skills to all customers despite their appearance and understanding
• Good knowledge of Microsoft Office
• Ability to multitask
• Strong interpersonal skills to be able to transmit information from customers to staff and from bank to customers.

Qualifications:

• Bachelor’s degree in finance, Business Administration, or a related field.
• Proven experience in banking operations or a similar role, with a strong understanding of banking products, services, and regulations.
• Excellent analytical and problem-solving skills, with the ability to make sound decisions under pressure.
• Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams.
• Proficiency in financial software and banking systems, with advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

Other attributes

• Good communication and writing skills.
• Competent in Microsoft word, excel and power Point
• Committed Christian
• High level of integrity

• Oversee and manage the day-to-day operations of the bank, including transactions processing and regulatory compliance and drive initiatives to enhance operational effectiveness and service delivery.
• Ensure operational efficiency by implementing and maintaining standardized procedures and controls, verifying transactions done at branches on daily basis to ensure compliance with our policies.
• Guides Customer consultants on loan closure, reschedule, restructure and approve in the core banking system.
• Provide support to customers regarding their banking transactions like failed transactions, pending transactions wrong posted transactions and other account inquiries to provide solution to customers. Maintaining a high level of customer satisfaction by addressing inquiries promptly and professionally.
• ATM operations like card request, processing, activation, reset, renew, close card and resolving inquiries raised by customers on ATM usage.
• Reject mobile numbers in UTSM if customer needs to change mobile number
• Account closure as per saving manual
• Transfer customers from one branch to another upon branch request
• Assist customers on fund transfer both internal and to other banks
• Review all branch/business Center data before close of day and make any necessary rectification, and make sure the data are authorized by the required parties
• Closure of raised audit findings and ensure there are non-repeating issues.
• Ensure adherence to all banking regulations and internal policies related to operations.
• Implement risk mitigation strategies and controls to minimize operational risks.
• Collaborate with cross-functional teams, including Compliance, IT, and Finance, to achieve operational goals and resolve issues.
• Provide guidance and support to operational staff, fostering a positive and productive work environment.
• Ensure branches are supported by making appropriate placement of Customer Consultant, Train, Coach and mentor customer consultants.

• Good customer service and customer experience skills
• Excellent communication skills to all customers despite their appearance and understanding
• Good knowledge of Microsoft Office
• Ability to multitask
• Strong interpersonal skills to be able to transmit information from customers to staff and from bank to customers.
• Good communication and writing skills.
• Competent in Microsoft word, excel and power Point

• Bachelor’s degree in finance, Business Administration, or a related field.
• Proven experience in banking operations or a similar role, with a strong understanding of banking products, services, and regulations.
• Excellent analytical and problem-solving skills, with the ability to make sound decisions under pressure.
• Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams.
• Proficiency in financial software and banking systems, with advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).