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This role is responsible for supervising Territory Support Officers to ensure end-to-end operational support for KBZPay related queries, requests, and complaints from Branches, KBZPay Centers and internal stakeholders.The Supervisor ensures timely resolution and escalation of issues within defined SLA, monitors team performance, drives service quality, coordinates with cross-functional teams, and supports continuous improvement initiatives to enhance customer and operational experience.

• Supervise and manage Territory Support Officers to ensure smooth day-to-day KBZPay operational support.
• Oversee handling of KBZPay-related queries, service requests, and complaints from Branches and KBZPay Centers.
• Monitor ticket queues, complaint trends, and resolution quality.
• Generate and review daily, weekly, and monthly operational and performance reports for Line Manager.
• Monitor team KPIs, productivity, and quality standards, and implement corrective actions where required.
• Coordinate with Branches, KBZPay Centers, and VC/Functions for seamless issue resolution.
• Identify recurring operational issues, root causes, and recommend process improvements.
• Support KYC correction requests, portal-related issues, and operational validations as per SOP.
• Escalate critical operational risks, customer impact issues, and compliance concerns to the reporting manager promptly.
• Coach, guide, and motivate team members to enhance service quality and operational excellence.
• Support shift planning, onsite support requirements, OT arrangements, and business continuity needs.
• Participate in new initiatives, system enhancements, and process changes to improve customer experience.
• Perform any other duties as assigned by the Line Manager or Function Head.

• Any Bachelor’s degree.
• Strong understanding of KBZPay operations, digital payment processes, and service workflows.
• Strong customer-centric mindset with the ability to understand and anticipate internal customer needs.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to manage multiple tasks, prioritize workload, and work under pressure.
• Proficient in MS Office applications (Word, Excel, PowerPoint) with strong reporting and typing skills.
• Self-motivated, flexible, and capable of leading a team in a dynamic operational environment.
• Team-oriented mindset with leadership and coaching capability.
• Minimum 3 to 4 years of working experience in banking, financial services, or digital payment operations.
• Prior experience in customer service, operations support, or team supervision is preferred.
• Experience working in banking or financial services will be an added advantage.