Operations Officer job at Ecobank

KEY RESPONSIBILITIES

. Business and Financial performance

• Ensure accurate and timely processing of all customers’ transactions to minimize operational losses and protect the financial integrity of the business.
• Ensuring all fees and commissions are taken to avoid revenue leakage
• Identify operational inefficiencies and support cost-saving and process improvement initiatives

2. Customer Excellence

• Deliver high service standards by resolving customer transaction queries within agreed timelines and contributing to strong customer satisfaction
• Achieve 100% resolution of complaints in line with SLA
• Enhance overall customer experience by consistently meeting service turnaround times and maintaining high processing accuracy.

3. Process, control and operational performance.

• Achieve satisfactory outcomes in internal audits, issue assurance reviews, and control assessments within central processing.
• Conduct Risk and Control Self-Assessments (RCSA) and maintain strong control ratings
• Perform timely and accurate General Ledger (GL) proofs and reconciliations by maintaining Nostro and GL reconciliation items aged beyond 30 days are at $0.

4. Strategic initiatives

• Ensure that all incidents are logged into the bank’s incident tracking tool for resolution.
• Contribute to initiatives and projects that strengthen operational resilience, enhance control effectiveness, and improve customer service across all transaction processing activities.
• Support automation and digitization initiatives to improve operational efficiency and accuracy.

5.People

• Ensure adherence to all bank SLAs, Policies and Processes
• Drive 100% Leave utilization by taking all the mandatory leave days in the year to avoid potential cover up of errors, fraud or losses
• Complete all mandatory training programs
• Collaborate effectively with team members and stakeholders to achieve departmental objectives

Experience & Qualifications

Bachelor’s Degree or its equivalent

At least 2 years’ experience in a bank or financial services

Skills, Capabilities & Personal attributes

• Practical experience in the use of Microsoft Office applications.
• High accuracy and efficiency
• Good understanding of banking operations
• Strong control and compliance awareness
• Effective communication and teamwork
• Ability to work under pressure and meet deadlines

• Ensure accurate and timely processing of all customers’ transactions to minimize operational losses and protect the financial integrity of the business.
• Ensuring all fees and commissions are taken to avoid revenue leakage
• Identify operational inefficiencies and support cost-saving and process improvement initiatives
• Deliver high service standards by resolving customer transaction queries within agreed timelines and contributing to strong customer satisfaction
• Achieve 100% resolution of complaints in line with SLA
• Enhance overall customer experience by consistently meeting service turnaround times and maintaining high processing accuracy.
• Achieve satisfactory outcomes in internal audits, issue assurance reviews, and control assessments within central processing.
• Conduct Risk and Control Self-Assessments (RCSA) and maintain strong control ratings
• Perform timely and accurate General Ledger (GL) proofs and reconciliations by maintaining Nostro and GL reconciliation items aged beyond 30 days are at $0.
• Ensure that all incidents are logged into the bank’s incident tracking tool for resolution.
• Contribute to initiatives and projects that strengthen operational resilience, enhance control effectiveness, and improve customer service across all transaction processing activities.
• Support automation and digitization initiatives to improve operational efficiency and accuracy.
• Ensure adherence to all bank SLAs, Policies and Processes
• Drive 100% Leave utilization by taking all the mandatory leave days in the year to avoid potential cover up of errors, fraud or losses
• Complete all mandatory training programs
• Collaborate effectively with team members and stakeholders to achieve departmental objectives

• Practical experience in the use of Microsoft Office applications.
• High accuracy and efficiency
• Good understanding of banking operations
• Strong control and compliance awareness
• Effective communication and teamwork
• Ability to work under pressure and meet deadlines

• Bachelor’s Degree or its equivalent
• At least 2 years’ experience in a bank or financial services