FINCA Uganda Ltd Jobs- Delivery Officer

Job Title: Delivery Channels Officer
Location: Kampala | Department: Operations
Description

Role definition:

Reporting to the Delivery Channels Supervisor, the role of this position is to support the development and integration of multiple delivery channels to serve FINCA’s customers, expanding access to financial services and supporting business growth and outreach.

Role objectives:

1. Enhance Customers’ access to their Savings accounts through multiple delivery channels and branchless banking initiatives e.g. ATMs, POS, Mobile banking, etc

2. Relationship management of third party service providers on delivery channels

3. Independently review and proof all Card requests to ensure due diligence in application procedures and prevent undue errors in granting card access to customers’ accounts

4. Identify operational improvement opportunities through branch interactions and customer feedbacks

Key responsibilities:

1. Branch

- Liaison with HR/Marketing/Admin and other departments on general branch resource requirements and improvements issues e.g. Staffing, Facility management, Branding, etc. to support service delivery and sales across branches

2. Point of Service (POS)

- Guide front office staff on how to handle POS issues and escalate service challenges to Customer Support Centre for prompt resolution

3. Automated Teller Machines (ATM)

- Escalate disputed transactions and reversals to Payment & Reconciliation, follow through on resolution

- Liaise with Interswitch on captured cards, maintain an issue log on and manage timely resolution

- Liaison with Payment Operations/Finance on Interswitch cash contribution to prevent service denial

4. Card Management

- Liaison with Admin/Finance, front office staff/IT on Card application, card en-coding and PIN Mailers distribution

- Verification of customer account details vis-à-vis applications to prevent undue errors

5. Agency Banking & Mobile Banking

- Hands-on on support for the implementation of innovative mobile payment services for the bank’s savings and loans portfolio to support business

- Benchmarking competition on delivery channel innovation and service delivery

- Work closely with branches on agent recruitment, selection and setup as per defined polices

6. Strategic Partnerships

- Liaison with Marketing/Business teams to identify and explore strategic partnerships on delivery channels e.g. bills collections, valued-added services on payments, savings and loans, etc.

7. MIS Reporting

- Develop and manage standardized format for collating and analyzing branch customer interactions e.g. feedbacks, complaints and enquiries

- Generate reports from collected data for management information which will be used to raise the standard of service and decision making.

Job Requirements:

Education

A degree in any field related to Banking, Finance and Business. A Diploma combined with solid experience may also be considered. Professional qualifications will be an added advantage

Work Experience

Minimum of 2 years work experience in financial/banking sector with a minimum of 1 year as an Account Relations Officer

Skills

- Strong interpersonal skills

- Strong numeracy skills

- Good conflict resolution skills

- Time management

- Proactive and logical approach

- Leadership skills

- Highly Organized

Knowledge

- Strong knowledge of banking operations, products & processes

- Proficiency in Computer Applications/Microsoft Office



Personalities and attributes

- Paying attention to details

- Pleasant and Courteous

- Highly committed and trustworthy

- Confident and assertive

- Customer service oriented (customer centric)

- Team spirit

- Patience and Empathy

- Very good listener

How to Apply:
http://fincaug.simplicant.com/job/detail/8015-delivery-channels-officer

Deadline: 30th March 2012