Manager, Customer Support

Job Title: Operations Analyst, B2B/B2C Reports to:

Operations

Unit: Digital Operations Department: Digital Business

Grade: Band 2 Date: September 2021

Job holder: Supervisor:

Signature: Signature:

Job Purpose Statement

The Operations Analyst role is responsible for the provision of Customer Operations Support to the Customer facing
teams by providing operational assistance, analysis and solutions to customer issues escalated by the Customer
Facing Teams as per the documented procedures.

The role applies to issue analysis, investigation and resolution processes to provide resolution to customer issues
while seeking to proactively and continuously improve support to the Digital Business’ internal and external
customers. The incumbent will proactively identify systemic issues that need to be resolved to prevent future
customer concerns

He/she will work regular, full-time hours. He/she may also be called upon to handle double shifts on rotational basis,
given the demand from Business to extend service hours to 8 p.m. on weekdays and Saturdays.

Key Accountabilities (Duties and Responsibilities)

% Weighting

Perspective (to add up Output

to 100%)

Financial 40%  Issue Resolution

o Responsible for analysis, investigation, and timely resolution
of customer issues and queries escalated to the Customer
Support Operation Unit on a daily basis as assigned by the
Team Leader and as per pre-defined SLAs and Quality
Standards.
Outcome
 Minimize Reputational and Operational risks and losses
 Minimize cost to serve

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Operations Analyst, Customer Support Operations
  Maximize customer retention

Internal business 10%  Process Optimization and Problem Management:

processes o Monitor insights from the issue resolution activities and make
recommendations based on gap and trend analysis that
may directly or indirectly impact the Business, and escalate
/suggest possible recommendation that will remedy the
issue/optimize the processes
o Proactively identify opportunities to reduce contacts,
improve customer experience, and lower costs
o Develop, implement and validate UAT scripts and results for
new projects.
 Quality and Risk Management
o Exception management tasks involving decision making in
ambiguous situations
o Serve as Financial Operations OA backup

Customer 30%  New Project Operations Champion

o Represent the Operations Team in the squads involved in new
product development, UAT development, testing and pilot
and management post launch, in order to ensure that all
Operational and Functional requirements are considered,
built, and tested before launch to ensure optimization of
processes and minimize operational risk and costs.
 Customer Obsessed:
o Relentlessly advocate for the excellent customer experience
standards by challenging the status quo and providing
feedback to all stakeholders
o Adherence to Customer Experience and SLA standards
o Engage Customer Support Operations and Tech Teams to
close all tickets related to customer queries and problems.

Learning and growth 20% o Personal Growth and Development

o Maintain professional and technical knowledge by attending
educational workshops; reviewing professional publications;
establishing personal networks; benchmarking state-of-the-art
practices; participating in professional societies.
o Team Work

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 o Contribute to team effort by accomplishing related results as
needed.

Job Dimensions
Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports N/A

Indirect Reports N/A

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful
in this role.
Internal External
 Quality Assurance Team  Strategic Partners
 Operations Team  Service Providers
 Business Performance Team
 Customer Experience Team
 Business and Product Teams
 Head of Operations
 COO, Digital Business

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make
(Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if
applicable for the role.

• Make issue resolution decisions on a day to day basis based on outcome of analysis and investigations

• Prioritization: Prioritize issues for resolution based on impact on CEX and/or escalate and liaise with Team
Leader for risk management purposes

• Exception Management: Determine whether to resolve an issue, escalate it to the Team Leader or to the
Partners, Technology and Customer Experience Teams

• Propose changes by identifying the strengths and weaknesses of alternative solutions, conclusions or
approaches to issue resolution and change activities.

• Considering the relative costs and benefits of potential actions to choose the most appropriate one.

• Recommending the appropriate procedures and resolution steps and digitization opportunities required to
provide specific long term solutions to persistent issues.
• Accuracy of issue resolution outcomes to optimize Customer Experience and Quality Standards.

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Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make
(Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if
applicable for the role.
• Risk monitoring- to ensure any suspicious activity is immediately reported including fraud and anti-money
laundering

Work cycle and impact: time horizon and nature of impact (Planning)
(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)
Long Term Planning: > 3 Months
 Customer Support Operations Process enhancement recommendations
 Development of new product/ partner process and implementation
 Career development initiatives
Short Term Planning: < 3 Months
 Analysis and resolution of customer issues, exception management
 Development of testing scripts for Customer Support Operation function for new projects
 Resource allocation and management of work volumes.

Ideal Job Specifications

Academic:

o University Degree – Upper second /GPA 3.0.

o Working knowledge of MS Office programs.

Desired work experience:

o At least 2 years banking experience preferably in highly automated environment

o Data Analytical skills in excel, python or SQL
o Ability to work in a highly automated environment.
o Experience in a banking or financial services operations role is an added advantage

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Ideal Job competencies

Technical Competencies

o Quality Focus, General Consulting Skills, Project Management, Process

Improvement, Client Relationships, Reporting Skills, Networking Knowledge,
Networking Standards, Technical Zeal, Job Knowledge
o Advanced analytic background.
o Problem solving skills and attention to details.
o An eye for detail and data accuracy skills.
o Statistical knowledge on averages, trend, outliers, charting, etc. would be an
advantage.
o Ability to work overtime when needed.
o Competence development to optimize own productivity.
o Proven experience in an analytical role in a manner that consistently attains
established standards in a highly automated environment.
o Quality orientation to effectively perform activities/tasks in a manner that
consistently produces high quality of service.
o Knowledge and effective application of all relevant banking policies, processes,
procedures and internal control guidelines to consistently achieve required
compliance standards or benchmarks.

Behavioural Competencies

o Possesses excellent written and oral communication skills.

o Ability to deliver results by influencing team members.
o Interpersonal skills to effectively communicate with and manage stakeholders’
expectations both internal and external.
o Self-empowerment to enable development of open communication, teamwork
and trust that are needed to support true performance and customer-service
oriented culture.

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