Senior Associate, Retail Operations

Job Summary

Contract Type:

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The Role

• As a Senior Associate, Retail Operations the candidate ensures smooth operations of our retail products (for example: Send by Flutterwave and Tuition by Flutterwave) through leadership, prompt processing of transactions, customer’s complaint resolution, identifying and resolving issues as well as effective stakeholder’s engagement
  

Requirements
Required competency and skillset to be a waver:

• Bachelor's Degree in a relevant field
• Minimum of 4 years in Fintech Operations (Team leadership experience will be a plus)
• Proficient knowledge of Microsoft suite and experience in account/wallet reconciliation
• Knowledge of dispute management and relevant operational procedures and regulations
• Understanding of the payment space, regulations, payment methods and relevant experience in Fintech operations
• Open-mindedness with improved probing skills
• Experienced in process improvement, complaint resolution and stakeholder's engagement
• Remittance experience is a nice to have
• Experience in working in a cross-functional team

Responsibilities

• Reconciliations: The reconciliation will cover settlement, refund, as well as payout (Wallet)
• Dispute Management: Processing of chargeback and refund requests within the SLA whilst focus on process improvement on any operational gaps noticed
• Complaint Resolution: Will be responsible for resolving customer's complaints through dedicated channels
• Treasury: Will be responsible for monitoring and ensuring sufficient wallet liquidity on all wallets
• Transaction Review: Reviewing of transactions on status other than successful, approval of retried transfers
• Leadership: Will provide leadership to the team member(s) on issues and ensuring all escalations are resolved
• Stakeholders Engagement: Will be point of contact for both internal and external stakeholders on issues related to Send
• Documentation: The candidate will contribute in documentation of processes and Business Required Documents (BRDs)