Senior Officer Digital Operations

Job Purpose

As the Operations Officer, your role is to support AVA’s service model that stands head and shoulders above the rest. You already have an understanding of how to design processes to ensure that they deliver the best outcomes. You will be empowered to challenge redundancy and inefficiency and welcomed as you want to try out new approaches. You are passionate about delighting customers and your experience within banking operations means that you understand how important your role is, and at the same time, understand that within a regulated bank, compliance and audit are non-negotiables.  

Accountabilities

We're looking for people with outstanding communication skills to help us build and support an industry-changing set of banking services and experiences. At a minimum, we want to see that you have experience of working in a fast based, digitally driven operations environment, ideally in a bank.  

 Your role will require:

• Being involved in assessing operations processes, platforms and capabilities to design the operations model
• Define process and service improvement areas
• Supporting work towards improving service quality through the analysis
• of processes, customer service, Compliance and Audit issues,
• Assisting in the management of daily functions carried out and ensures the accuracy in the processing of transaction including the documentations required and adherence to the approved work flow
• Responsible for the development and support of operations processes, e.g., onboarding, product requests, etc.
• Tracks and analyses business trends and critical issues via digital tools, to enable the makes appropriate recommendations that will positively impact the business processes
• Continuously analyses existing processes, identifies gaps in processes, controls, and systems, and initiates measures to address these gaps, facilitates the speedy resolution of cases
• Participates with the teams and Information Systems, supervises in the development of appropriate reporting tools to assess business volumes, working processes, comparisons and profitability, conducts UAT and verifies technical solutions and also tests and verifies organization recovery procedures

• You will be an enthusiastic individual with a passion for operations, lean process design, and enjoy solving problems.
• You are a strong team player who thinks differently and is willing to look at problems through different angles to find the best solution.
• Exceptional team working, fun, high energy with a positive ‘can-do’ attitude and outlook will be words that others will have used to describe you.
• You want to get ahead and are hungry to learn.
• Proven experience of digital service and support channels and ecosystem
• Exceptional communicator
• Creative problem solver
• Diplomatic and can handle stressful experiences
• Ideally a native Arabic speaker, with strong English speaking skills.
• .Highly customer-centric with a passion to deliver a best-in-class customer experience
• High levels of personal and professional integrity
• Ability to admit when you are wrong and learn from it – ready to share news, no matter how bad you think it is
• Ability to encourage followership, motivate and develop a diverse group of people towards a challenging goal
• Determined to succeed, high energy with humility and a strong personal drive
• A collaborative working style.
• A very strong work ethic and a focus on customer delivery.