Banking Operations Analyst needed at Osiris Trading

Who we’re looking for

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• The Banking Operations Analyst is responsible for the identifying, communicating and correcting and resolving of missing or erroneous deposits transactions as well as resolving customer deposit complaints timeously to improve and uphold a positive customer experience and protect and support revenue growth in the business. This will help us excel at providing a super-efficient banking experience to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

• Accurate Download/import of bank statement data as per the operational requirement
• Timeous resolution of escalations/queries based on company/ Team SLA
• Accurate and timeous capturing of manual credits/pre-authorised transactions to ensure our customers have received the best possible experience
• Investigate and highlight problematic processors / systems affecting transactional processing and escalate and drive resolution or assist banking and external teams to get to quick resolutions
• Review training manuals provided daily and enhance manuals with new information that can assist the team to enhance their knowledge
• Build relationships with Finance, Call Centres and banking teams as well as external teams to ensure optimal resolution of escalations and quick responses and implementation on development requests or information needed.
• Communicate changes in process / notifications from processors or banks and any other relevant information regarding monies in or Monies out to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer’s experience.
• Investigate and Review competitor’s offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers experience with our brand.
• Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand form financial loss or abuse.
• Needs to consistently be improving skills and knowledge through Self-Development and Upskilling in all areas. 
• Being able to Trouble shoot issues directly with 3rd party Processors, and internal departments to identify cause and put forward researched solutions suggestions to fix and prevent issues from occurring in future.
• Identify data/statement issues and escalate to Appropriate 3rd party or internal departments to have issues resolved
• Must be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business.
• Assist with integration testing and on boarding of new processing providers
• Continuously review and evaluate the customer journey and actively take part in improving the customer’s experience.
• Consistently be identifying and put forward areas for improvement in efficiency around process or policies through automation, bulk functions or enhancements to manual processes.
• Complete detailed incident reports & RCA (Root Cause Analysis) assessments to submit to management for review.
• Monitor Monies in and Monies out stats daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions.
• Identify and suggest alert-based notifications to assist with quick action taken on potential problematic systems/processors
• Monitor Call centre volumes whilst investigating possible impacted areas and assist Call centre management to identify root causes of volume drivers and escalate to relevant responsible teams to take quick action.
• Include detailed analysis of shifts in handovers outlining the volume drivers and important information or actions taken during shift to ensure management and the team is always up to date and able to take follow up actions post shifts.
• Effectively communicate findings concerning processing issues to relevant stakeholders with informative and detailed supporting analysis of the issues being experienced so stakeholders can make informed decisions and take relevant actions.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Intermediate / Advanced Excel Skills
• Experience dealing with and resolving transaction processing issues.
• A good functional understanding of transactional processing via Mobile money, Cards, E-cash/E-Wallet and more.
• Have a technical understanding of data sources, analysing of data and reporting
• Strong ability to identify tends in processing through detailed analysis
• Strong Reconciliation / auditing of statements experience is essential
• Fintech/ Bookkeeping/ Financial qualification is preferred
• Innovative and solution driven
• Deadline Driven and good time management
• Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Adapt well to change
• Strong sense of accountability and responsibility
• Self-Development Driven
• Ability to work under pressure
• Strong attention to detail
• Strong team player
• Strong written and Oral communication
• Strong ability to resolve escalated queries, independently
• Knowledge/exposure to financial product development / implementation would be advantageous
• A successful candidate must be willing to work weekends and public holidays as per business requirements
• Able to work independently and manage time effectively, as well as work collaboratively with multi-disciplinary team