Operations Manager  1. Supervision and fulfilling of customer care duties across all support platforms.  
2. Supervision and compiling documentation on queries raised with support.
3. Supervision and handling of interbank communications via the email and phone platform.
4. Supervision and handing of reversals and refunds.
5. Supervision and administration of Bank Statements. 
6. Supervision and monthly administration of CBZ insurance.
7. Reporting on back office operations.
8. Dealing with customer and interdepartmental escalations.
9. People management. 
10. Supervision of back office infrastructure
 1. Supervision and fulfilling of customer care duties across all support platforms.   Supervision of back office team to ensure all customer queries are responded to timeously via WhatsApp, SMS platforms and emails.
Ensure quality service through assessments and quality control for back office team. 
Ensure issues are logged and resolved using the ticketing system.
Quantifying and tracking issues to identify recurring problems and issues. 




2. Supervision and compiling documentation on queries raised with support. Supervising back office team to ensure all documentation is compiled timeously for queries raised.
Ensure standardised templates for documentation requested: Failed withdrawals, missing funds, proof of payments, failed instore purchases, Zipit recalls, missing deposits, mobile banking payment queries as well as bill payment queries.

3. Supervision and handling of interbank communications via the email and phone platform. Supervision of back office team to ensure timeous communication with banks on issues raised. 
Sending necessary documentation to the relevant bank, liaising with banks on issues raised by clients, ensuring we receive correct information and documents from the banks.
4. Supervision and handing of reversals and refunds. Supervision of back office team to ensure reversals and refunds are administered timeously. 
Signing of all documents to ensure all information is in order. 
Daily compilation of failed mobile ZESA transactions list for reversal.
Ensure payments (failed instore purchases, zipit recalls, failed mobile transactions etc) have been done to the correct accounts and close the tickets once verified that the reversals have been affected. 
Keeps track of outstanding reversals.

5. Supervision and administration of Bank Statements. Supervision of bank statements administration. 
Downloading and sending out statements as per customers� requests.
Monthly reconciliation of the bank statement fees collected by tellers; and follow-ups with tellers where there are discrepancies.
6. Supervision and monthly administration of CBZ insurance. Supervision and monthly administration of CBZ insurance. 
Compilation of a register of all the CBZ insurance policies, i.e., new policies and subscriptions paid. 
7. Reporting on back office operations.
 Generating weekly and monthly reports for back office productivity metrics.
Generating weekly and monthly reports for all back-office issues.
8. Dealing with customer and interdepartmental escalations. Dealing with customer escalations and issues and ensuring resolution.
Dealing with issues that need to be escalated to other business units and ensuring resolution.
9. People management. Rostering of Back office Staff. 
Leave administration.
Motivating back office staff.
Administering discipline and adherence to the code of conduct. 
Performance appraisals and performance management.
10. Supervision of back office infrastructure. Ensuring all Support platforms are working.
Ensure desktops and whats app phones is working.
Escalating any issues to the IT department.
     Degree in Relevant Field  2 years MS Office Skills
Writing Skills
Verbal Communication Skills,Strategic Responsibility
Problem Solving
Decision Making
Communication
Innovation

  

Job evaluation subgrade: C