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