Description

Job Title: Team Lead, Digital Channels Support

Responsibilities

• Oversee and ensure timely and proper response to mails sent concerning cases for the team including requests, complaints, enquiries on cases already logged.
• Guide and monitor the team on proper token dispatch and manual reversals
• Review manual reversal upload files to be wrapped on TTUM and uploaded on Finacle
• Approve whitelist, First Monie Wallet, IBPS requests etc as well as treat card statement requests
• Onboard merchants on First Direct 2.0, Account Xplorer etc as well as treat corporate profile modification request
• Identify process improvements needs to promote efficiency after reviewing extant processes and the impact on efficient service delivery
• Provide timely and usable reports such as GH Monthly Report, RPA monthly report RPA Robot Daily Report as well as RPA weekly summary to the Unit Head
• Assist the Unit Head in driving Quality Assurance across board
• Drive perception of service recovery from internal customers
• Escalate issue patterns detected in the course of duties

Requirements:

• Minimum Education: B.Sc/Hnd In Any Discipline, Preferably A Numerate Discipline.
• Familiarity with electronic banking products is very essential. – analytical skills and willingness to learn is key recruitment criteria.

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