Senior Operation Unit Officer

Job Summary:

The Senior Operations Unit Officer at Vithey Microfinance is responsible for overseeing and managing both back-office and front-office operations. This role includes ensuring efficient day-to-day operations, maintaining high service standards, and ensuring compliance with the institution's policies and procedures. The officer will play a critical role in streamlining processes, enhancing customer service, and supporting operational staff.

 

Duties and Responsibilities of Operation Unit Officer:

1)       Duties and Responsibilities of Front Office

Customer Service Excellence:

• Ensure high standards of customer service in all client interactions.
• Address and resolve customer complaints and issues promptly and effectively.
• Develop strategies to enhance customer experience and satisfaction.

Operational Management:

• Oversee and manage daily front-office operations, including customer service, client onboarding, and transaction processing.
• Ensure all front-office activities comply with company policies and regulatory requirements.
• Develop and implement operational procedures and guidelines for front-office functions.

Process Improvement:

• Identify opportunities for process improvement and implement changes to enhance operational efficiency in the front office.
• Leverage technology and automation to streamline front-office processes.
• Monitor and analyze key operational metrics to identify areas for improvement.

Staff Supervision and Development:

• Supervise and mentor front-office staff, providing guidance and support as needed.
• Conduct training sessions to improve the skills and knowledge of the front-office team.
• Lead by example in maintaining professionalism and adherence to company standards.

Customer Relationship Management:

• Develop and maintain strong relationships with clients and stakeholders.
• Understand client needs and provide appropriate solutions and services.
• Conduct regular follow-ups with clients to ensure satisfaction and retention.

Reporting and Documentation:

• Prepare detailed reports on front-office activities and performance metrics.
• Maintain accurate and up-to-date records of all front-office processes and transactions.
• Present front-office operational reports and insights to senior management.

Coordination and Communication:

• Coordinate with other departments such as finance, credit, and IT to ensure seamless front-office operations.
• Facilitate effective communication within the front-office team and with other departments.
• Act as a liaison between the front office team and senior management.

Technology and Innovation:

• Utilize Core Banking systems and VTM operating tools to enhance front-office operational efficiency.
• Stay updated on technological advancements and industry trends in front-office operations.
• Implement new technologies and systems to improve front-office operational efficiency.
• Provide training and support to front-office staff on Core Banking systems and VTM operating tools.

2)      Duties and Responsibilities for Back Office:

Operational Management:

• Oversee and manage daily back-office operations, including transactional processing, record keeping, and data management.
• Ensure all back-office activities comply with company policies and regulatory requirements.
• Develop and implement operational procedures and guidelines for back-office functions.

Process Improvement:

• Identify opportunities for process improvement and implement changes to enhance operational efficiency in the back office.
• Leverage technology and automation to streamline back-office processes.
• Monitor and analyze key operational metrics to identify areas for improvement.

Risk Management and Compliance:

• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks in back-office processes.
• Conduct regular audits and reviews of back-office activities to ensure compliance and accuracy.

Reporting and Documentation:

• Prepare detailed reports on back-office activities and performance metrics.
• Maintain accurate and up-to-date records of all back-office processes and transactions.
• Present back-office operational reports and insights to the Operations Unit Manager and COO.
• Ensure timely and accurate submission of FRD/regulators’ requirements.

Staff Supervision and Development:

• Supervise and mentor back-office staff, providing guidance and support as needed.
• Conduct training sessions to improve the skills and knowledge of the back-office team.
• Lead by example in maintaining professionalism and adherence to company standards.

Coordination and Communication:

• Coordinate with other departments such as finance, credit, and IT to ensure seamless back-office operations.
• Facilitate effective communication within the back-office team and with other departments.
• Act as a liaison between the back-office team and senior management.

Technology and Innovation:

• Stay updated on technological advancements and industry trends in back-office operations.
• Implement new technologies and systems to improve back-office operational efficiency.
• Provide training and support to back-office staff on new technologies and systems.

 

2) Qualifications:

• Bachelor's degree
• Minimum of 4 years of experience in back-office and front-office operations management, preferably in the microfinance or banking sector.
• Strong understanding of back-office operations, including transactional processing and compliance.
• Strong understanding of front-office operations, including customer service and client relationship management.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• High level of integrity, professionalism, and ethical standards.
• Proficient in the use of Core Banking systems and VTM operating tools.
• Excellent analytical, problem-solving, and decision-making skills.
• Being good at English is an additional advantage.

 Interested, please submit your CV and supporting documents to the address below:

Address: # 1192A, Corner of Yaza Htarni Road & Padauk Street, Pyimana Township, Naypyitaw.
Email to: recruitment@vitheymfi.com.
Phone: +95 98 837 44 874
Deadline for receiving application: 31 Oct 2024

Note: Shortlisted candidates will be contacted for writing test or interview.