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The Banking Operations Analyst is responsible for identifying, communicating, and correcting/resolving missing or erroneous deposit transactions, as well as resolving customer deposit complaints timeously to improve and uphold a positive customer experience and protect and support revenue growth in the business. The Banking Operations Analyst is also responsible for monitoring processing throughout multiple regions and taking corrective actions should there be interruptions to processing to ensure that we uphold a good customer experience across the Betway Platform.

Key Responsibilities:

Accurate sourcing of statement data as per operational requirements.
Timely resolution of escalations/queries based on Company/Team SLA.
Accurate and timely capturing of manual credits to ensure our customers have received the best possible experience within the expected SLA.
Investigate and highlight problematic processors/systems affecting transactional processing; escalate and drive resolution by assisting internal developers and external third parties.
Review training manuals, product documents, and SOPs provided, enhancing the manuals with new information to assist the team in enhancing their knowledge.
Build relationships with Finance, Call Centres, and other internal and external teams to ensure optimal resolution of escalations and quick responses to development requests.
Communicate changes in processes/notifications from processors or banks to other departments for knowledge sharing.
Investigate and review competitors’ offerings through daily research and query/escalation monitoring, putting forward researched suggestions for improvements.
Identify possible risk areas in processes or systems, suggesting changes to management to mitigate risks and protect our brand from financial loss.
Consistently improve skills and knowledge through self-development and upskilling.
Perform manual reconciliations where necessary.
Identify data/statement issues and escalate to appropriate third parties or internal departments.
Troubleshoot issues directly with third-party processors and internal departments to identify causes and suggest researched solutions.
Be aware of current and upcoming sporting events and insights that could contribute to volume spikes in the business.
Assist with integration testing and onboarding of new processing providers.
Continuously review and evaluate the customer journey, actively participating in improving the customer’s experience.
Identify areas for improvement in efficiency around processes or policies through automation or enhancements.
Monitor Monies In reports and statistics daily, highlighting spikes and alerts to management and third parties.
Work closely with the Call Centre to monitor volumes, investigating impacted areas and assisting management in identifying root causes.
Include detailed analysis of shifts in handovers, outlining volume drivers and important information to keep management updated.
Effectively communicate findings concerning processing issues to relevant stakeholders with detailed supporting analysis.

Skills & Experience Required:

Intermediate/advanced Excel skills.
Good functional understanding of transactional processing via mobile money, cards, e-cash/E-Wallet, internet banking, and voucher purchases.
Technical understanding of data sources, data analysis, and reporting.
Strong ability to identify trends in processing through detailed analysis.
Strong reconciliation/auditing of statements experience is essential.
BCom or working towards a BCom is preferable.
Innovative and solution-driven.
Deadline-driven with good time management.
Ability to adapt well to change.
Strong sense of accountability and responsibility.
Self-development driven.
Ability to work under pressure.
Ability to work independently and as part of a team.
Strong attention to detail.
Strong team player.
Strong written and oral communication skills.
Must have own reliable transport.
Must be willing to work in a shift-based role with some shifts on weekends and public holidays.
Knowledge/exposure to financial product development/implementation is an advantage.

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty as it has access to customers' financial details; therefore, a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role and supplying the necessary details, you hereby grant us permission to apply for these checks, which will be conducted confidentially for verification purposes.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

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