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Vacancy title:
Senior Operations Officer-Retail, Agent & Merchant) Finserve
[Type: FULL_TIME, Industry: Banking, Category: Management]
Jobs at:
Equity Bank
Deadline of this Job:
Friday, September 5 2025
Duty Station:
kenya | Nairobi | Kenya
Summary
Date Posted: Saturday, August 23 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Key Responsibilities
- Implement daily routines for back-office administration of the agents/ merchants support
- Develop process and procedures to ensure efficient management of agents/ merchant’s operations
- Manage second level escalations team on issues related to Customer complaints, emerging issues on the product & services and major system outages for follow-through and feedback to all relevant teams.
- Track and maintain records for applications and other documents for retail trade partners.
- Develop SLAs with shared services sections and ensure adherence to the set standards
- Propose and implement changes to processes and procedures for DFS operations.
- Coordinate training for DFS to retail & business partners.
- Provide management updates on all customer, agents and merchants issues affecting the product/platform with action plans on the resolution.
- Liaison between different partners and parties in the resolution of all customers, agents and merchants facing issues.
- Provide effective management of all escalated issues
- Publish monthly assessment reports on all issues that affect the product, customer supporting team and the customer.
- Manage customer support systems ensuring they operate optimally.
- Drive common understanding of process initiatives across Operations through awareness & communication methodology.
Qualifications
- A Degree
- Post-graduate will be an added advantage
- Previous Work experience in a similar role for more than 3 years
- Strong interpersonal, excellent communication and organizational skills.
Work Hours: 8
Experience in Months: 48
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Go to Equity Bank Kenya on equitybank.taleo.net to apply
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