Head of Operations

at  Gomoney

WHO ARE WE?

gomoney is rebuilding banking from the ground up, rethinking and simplifying money. We are creating a future where customers are in control, aware, and informed through open, transparent, and integrated banking. We are the bank you deserve.
We are a tech solution born out of vision and innovation from Sterling Bank. While we’re backed by one of the major players in the banking industry, we are creating our own path and shaping our own future. Now is the perfect time to join us if you are interested in creating, building, and problem solving from the start.

ABOUT THIS ROLE

What will you be doing as a Head of Operations?
You will be responsible for overseeing prompt resolution of customers dispute complaints, effective reconciliation of all transactions and settlements, whilst ensuring there is utmost efficiency in our back-office operations. The goal is to drive an overall positive customer experience.

Your other responsibilities will include.

• Manage risk assessment of customer transactions
• Ensure prompt investigation and resolution of disputes and process failures
• Own the customer experience and lead customer-centric initiatives
• Drive Customer experience optimization efforts by ensuring operational efficiency
• Regularly assess existing operational processes to identify inefficiencies and streamline workflows to enhance efficiency
• Collaborate actively with relevant teams to ensure fast and seamless turnaround on customer disputes
• Liaise with external stakeholders to ensure prompt transaction reconciliation, settlement and dispute resolution
• Collaborate across multiple departments to review bank-wide policies and decisions that have a direct impact on back-office operations.
• Periodically conduct a benchmarking of key performance metrics for back-office operations to articulate improvement areas and drive efficiency within the department
• Process payments and transaction reversals
• Oversee the implementation and maintenance of banking systems and technology solutions to support operations, such as core banking systems, payment platforms, and fraud detection tools.
• Keep abreast of industry trends, best practices, and regulatory changes to continually improve banking operations processes and procedures