This role is senior role within Operations Department to oversee overall Operations Support of Digital Finance Services. This role require to ensure effective delivery of all the back office operation support including but not limited to Wallet/ Agent/ Merchant Operations, Operation Support for frontline contact center/ customer care, Product support/ configurations user management etc as required for Digital Finance Services.

This is very critical role within Operations Department & reports to HOD.

Key Responsibilities

• Work closely with related stakeholders (internal & external) to develop automated process to ensure quality operation support required for Digital Finance Service.o Provide Level II support/ resolution for all Customer/ Agent/ Merchants service request.o Operation Support for Key Account/ Corporate Customers.
• Backend support for Production System Configuration, production setup, risk parameters, New Product Program (NPP) management.o User Management o Management & Regulatory Reporting/ MIS.
•  E- Services Operational support (Billers, Telco, Ecommerce, Other service providers).o Value Added services Operation Support (Loan operations, Insurance, Loyalty)
•  Ensure proactive SLA management with internal & external stakeholders.
•  Lead, train, coach & manage team of junior resources within department ensuring their career growtho Proactive in delivering day to day functions requirement, prompt to resolve errors, queries, disputes as required.
•  Attend meetings & deliver presentations as required representing department function.o Supervise day to day function of the unit.o Ensure all the SOPs/ relevant policies are implemented & adhered within the organization as per compliance requirement.
•  Ensure all the gaps identified by internal/ externa audits/ regulatory authority are compiled on time.
• Engage with internal as well as external stakeholders to resolve errors, disputes, process automation etc.
•  Report to designated reporting authority. Prepare & submit periodic MIS as required. Ensure data security, IS security within department.

• Minimum graduate from recognized university.o Excellent English communication skills.
• Both verbal and writteno Minimum 5-7 years of strong working experience preferably in Digital Banking/ Back Office Operations/ Product Support/ Bank or Financial Institutions/ Mobile Financial Services with very good knowledge in Technical Operations/ Customer Dispute Management/ System Support/ Product Configuration etc.