Equity Bank Service Delivery Manager-Finserve Jobs in Kenya

Equity Bank Service Delivery Manager-Finserve Jobs in Kenya; The resource responsible for overseeing the end-to-end service delivery process, ensuring high service quality, customer satisfaction, and operational efficiency, while also managing risks and leading a team of service delivery professionals. They will play a strategic role in driving the success of the mobile money platform from a service delivery perspective


Job Responsibilities

1. Overseeing Service Operations

• Manage daily operations: Ensure that mobile money services, transactions, and platforms are running smoothly and efficiently.

• Monitor service performance: Track key performance indicators (KPIs) such as uptime, transaction success rates, and response times to ensure they meet or exceed SLAs.

• Incident management: Lead the resolution of critical service disruptions or system outages, ensuring minimal impact on customers and quick recovery.

2. Customer Relationship Management

• Ensure customer satisfaction: Act as the point of contact for high-level customer issues, complaints, and escalations, ensuring that these are resolved to satisfaction.

• Engage with clients and partners: Work closely with key clients, partners (such as mobile money agents, banks, or payment processors), and stakeholders to ensure service quality and build strong relationships.

• Proactive service improvements: Identify and implement improvements in service delivery based on customer feedback or performance data.

3. Strategic Planning and Alignment

• Align with business goals: Ensure that service delivery aligns with the company’s business objectives, contributing to growth, profitability, and customer satisfaction.

• Develop service delivery strategies: Plan and implement strategies to improve service efficiency, scalability, and performance to meet evolving business needs and market

trends.

• Resource allocation: Manage resources (people, technology, and tools) to support service delivery goals and projects.

4. Team Leadership and Development

• Lead service delivery team: Manage a team of junior officers, service delivery specialists, and support staff, ensuring they are well-coordinated and meeting their objectives.

• Provide training and guidance: Develop the skills of team members through training, coaching, and mentoring, ensuring continuous improvement in service delivery.

• Set team goals: Establish performance goals and KPIs for the service delivery team, regularly reviewing their progress and providing feedback.

5. Risk and Compliance Management

• Ensure regulatory compliance: Make sure that all service delivery operations comply with local regulations, anti-money laundering (AML) laws, and other fintech-related standards.

• Risk management: Identify potential risks in service operations (such as fraud, system failures, or compliance issues) and develop strategies to mitigate these risks.

• Security management: Ensure that customer data and mobile money transactions are secure and that the system complies with relevant data protection laws.

6. Continuous Improvement and Innovation

• Drive process improvement: Lead initiatives to optimize service delivery processes, enhance operational efficiency, and reduce costs.

• Introduce innovations: Stay informed of new technologies, tools, and fintech trends, and implement relevant innovations to improve the mobile money service.

• Service scalability: Ensure that the mobile money platform can scale effectively as the business grows, maintaining service quality during periods of high demand or expansion.

7. Stakeholder Management and Reporting

• Engage with senior management: Report to senior management on the performance of service delivery, including successes, challenges, and areas for improvement.

• Provide insights and analytics: Generate detailed reports on service metrics, customer feedback, and operational challenges, providing insights that guide decision-making.

• Liaison with vendors and third parties: Manage relationships with technology vendors, payment processors, and other third-party service providers to ensure seamless service delivery.

8. Project Management

• Oversee service-related projects: Manage projects related to new service launches, system upgrades, or process improvements, ensuring they are delivered on time and within budget.

• Coordinate cross-functional teams: Work closely with other departments (IT, marketing, finance) to ensure that service delivery requirements are met for any new initiatives or projects.


Qualifications


1. Leadership and Team Management to effectively lead and develop the Finserve Service Delivery team, ensuring collaboration, motivation, and alignment with the organisation's goals to maintain high levels of delivery service.

2. Customer-Centric Approach to prioritise customer satisfaction, actively engage with clients, address their needs, and resolve escalated issues to provide exceptional service experiences.

3. Operational Excellence to have the ability to monitor key performance indicators, maintain service levels, and continually improve processes to ensure seamless service delivery in a fast-paced environment.

4. Problem-Solving and Decision Making to quickly identify and solve complex service-related issues, making informed decisions that minimize downtime and enhance service reliability, is crucial for success in this role.

5. Communication and Stakeholder Management for effective interactions with customers,internal teams, and stakeholders, ensuring that expectations are managed and issues are resolved collaboratively.

6. Strategic Thinking and Planning in alignment to service delivery processes with broader business goals while planning for scalability and growth in the fintech space.

7. Risk Management and Compliance for effective risk management and ensuring compliance with industry regulations and security standards while safeguarding the integrity of the mobile money services.

8. Adaptability and Agility to be able to function in a rapidly changing fintech environmentby quickly adapting to new technologies, evolving customer needs, and emerging market trends.

9. Innovative and Continuous Improvement to continuously seek opportunities to innovate, implementing new technologies and optimizing processes to improve the efficiency and scalability of service delivery.


Requirements:

1. 5+ years of experience in service delivery, operations, or customer success roles, preferably in the fintech or mobile money industry.

· Demonstrates relevant industry experience and expertise in service delivery.

2. Proven experience in managing mobile money platforms, payment systems, or fintech products.

· Ensures that the candidate understands the specific technical and operational requirements of mobile money services.

3. Demonstrated ability to lead, mentor, and manage teams, including performance management and team development.

· Highlights leadership skills necessary for managing cross-functional teams and driving performance.

4. In-depth knowledge of mobile money technologies, payment processing systems, and relevant fintech platforms.

· Focuses on the technical expertise needed to oversee the operation of mobile money systems.

5. Strong problem-solving skills with a proactive approach to identifying, diagnosing, and resolving complex service issues.

· Ensures the candidate can handle complex challenges, which is crucial in maintaining service quality.

6. Experience in project management, leading service-related projects such as new platform rollouts or upgrades.

· Emphasizes the importance of project management skills to manage service delivery initiatives.

7. Strong experience in stakeholder management, working closely with internal teams, customers, partners, and third-party service providers.

· Highlights the need for excellent communication and relationship-building skills to coordinate with multiple stakeholder



How to Apply

For more information and job application details, see; Equity Bank Service Delivery Manager-Finserve Jobs in Kenya

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