Purpose of the job
The BK D.Bank aspires to be a center of excellence, and data plays a big role in our decision-making. The Back Office Quality Analyst will play a crucial role in ensuring the accuracy, efficiency, and compliance of back-office operations within the digital financial services department of Bank of Kigali. This position will involve analyzing processes, identifying areas for improvement, and implementing quality assurance measures to enhance overall performance and customer satisfaction.
Main Responsibilities of the Job but not limited to:
Main Key Responsibilities:
- Conduct quality assessments of back-office operations related to digital financial services, including account management, transaction processing, customer support, and document verification.
- Develop and maintain quality assurance processes, procedures, and standards to ensure compliance with regulatory requirements, internal policies, and industry best practices.
- Perform regular audits and reviews of operational workflows to identify errors, discrepancies, and inefficiencies, and recommend corrective actions to address root causes.
- Collaborate with cross-functional teams, including operations, technology, compliance, and customer service, to implement process improvements and optimize operational efficiency.
- Utilize data analytics and reporting tools to track and analyze key performance indicators (KPIs), trends, and patterns, and generate actionable insights to drive continuous improvement initiatives.
- Provide training, coaching, and support to back-office staff to enhance their understanding of quality standards, processes, and tools, and ensure consistent adherence to established protocols.
- Act as a subject matter expert on quality assurance processes and procedures, participating in internal and external audits, regulatory examinations, and compliance reviews as needed.
- Foster a culture of quality excellence, continuous improvement, and customer-centricity within the back-office operations team, promoting a positive work environment and a commitment to achieving service excellence.
- Stay abreast of industry trends, regulatory changes, and emerging technologies in digital financial services, and proactively recommend enhancements to operational processes and systems.
Experience:
- Customer Experience Enhancement: Improving the customer experience across digital channels by implementing user-friendly interfaces, intuitive navigation, and personalized features. This may involve conducting user testing, gathering feedback from customers, and iterating on digital offerings to optimize usability and satisfaction.
- Risk Management and Compliance: Ensuring regulatory compliance and managing risks associated with digital financial services, including data security, privacy, and fraud prevention. This involves collaborating with compliance and risk management teams to implement robust controls, monitoring systems, and incident response protocols.
- Performance Monitoring and Optimization: Monitoring key performance indicators (KPIs) and metrics to track the success and effectiveness of digital financial services initiatives. This includes analyzing data, identifying trends, and making data-driven decisions to optimize performance and achieve business objectives.
Qualifications:
- Bachelor’s degree in business administration, finance, accounting, or a related field
- Minimum of 3 years of experience in back-office operations, quality assurance, or risk management within the financial services industry, preferably in a digital banking environment.
- Strong understanding of banking operations, digital financial services, and regulatory requirements governing financial transactions.
- Proficiency in data analysis, process improvement methodologies, and quality management tools.
- Excellent analytical, problem-solving, and decision-making skills, with a keen attention to detail.
- Effective communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
- Proven ability to manage multiple priorities in a fast-paced environment and drive results through teamwork and collaboration.
- Relevant certifications such as Six Sigma, Lean, or Quality Management (preferred).
Core Competencies:
- Active Listening
- Persuasion
- Customer and Personal Service
- Speaking
- Service Orientation
- Critical Thinking
- Social Perceptiveness
- Active Listening
Expression of Interest
- Bank of Kigali Plc is an equal opportunities employer and is committed to the full inclusion of all qualified candidates. Women are encouraged to apply.
- Submit your CV to recruitment@bk.rw by 29th March 2024.
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