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Digital Operations Analyst



IT, Operations
Nairobi, Kenya
Posted on Saturday, June 22, 2024
About Umba
Our mission entails providing accessible and cost-effective financial services across Africa, enabling our customers to take charge of their financial well-being. We are committed to seizing a unique opportunity to transform the financial landscape in Africa by harnessing the power of machine learning to develop intelligent, affordable financial products tailored for emerging markets. Our machine learning models are continuously improving, and we leverage AI and automation to deliver banking solutions at the lowest possible cost to our expanding customer base.
While our headquarters are located in San Francisco, we are experiencing rapid growth in Mexico, Nigeria, and Kenya, with plans to enter additional markets soon. Our primary focus is to offer a comprehensive range of digital banking products through Android and iOS Apps, and we take pride in our culture of consistently surpassing customer expectations, which has fueled our rapid expansion.
We are actively seeking outstanding individuals who not only possess exceptional talent but also share our vision, determination, and sense of purpose. Join us in our endeavor to establish the largest neo-bank in Africa.
Job Summary:
The Digital Operations Analyst will play a crucial role in optimizing the company's digital processes and systems. This position is responsible for analyzing and improving digital operations, ensuring the seamless integration and performance of digital tools and platforms. The ideal candidate will have a strong analytical mindset, experience with digital technologies, and the ability to work collaboratively across various departments.
Job Responsibilities:
  1. Client Account Management:
    • Maintain, review and update customer records, including account balances, transactions, and relevant customer details.
    • Monitor account activities to detect discrepancies, fraudulent actions, and unusual occurrences.
    • Address client inquiries concerning their accounts promptly and professionally.
    • Compile regular account statements and reports for both clients and internal stakeholders.
  2. Operations Oversight:
    • Supervise day-to-day operational tasks associated with bank operations and financial transactions.
    • Collaborate with various departments to ensure smooth operations, encompassing compliance and customer service.
    • Develop and uphold operational protocols to streamline efficiency and precision.
    • Identify areas for operational enhancement and execute appropriate adjustments.
  3. Risk Mitigation:
    • Evaluate and address potential risks linked to operations management and operational functions.
    • Monitor compliance with industry regulations and internal protocols.
    • Participate in crafting and executing risk management strategies.
  4. Reporting and Analysis:
    • Produce reports on account performance, transaction patterns, and operational benchmarks.
    • Analyze data to pinpoint opportunities for cost reduction, operational efficiency, and improved customer service.
    • Offer insights and suggestions derived from data analysis.
    • Report to FRC and other pertinent entities.
  5. Digital Reconciliations:
  • Liaise with suppliers to facilitate wallet top-up
  • Post daily payment information from bank to the Core Banking System
  • Recording daily loan repayments
  • Maintaining accurate balances for accounts
  • Initiating various payments i.e Vendor payments, loan disbursements etc
  • Funding the accounts for seamless transactions and disbursements.
  1. Customer Service/ Relationship Building:
    • Cultivate and sustain robust relationships with clients while promptly attending to their concerns.
    • Provide guidance and assistance to clients in effectively managing their accounts.
    • Ensure high levels of customer satisfaction.
  2. Customer Onboarding:
    • Collaborate with the Business Development team to ensure a seamless transition from sales to onboarding.
    • Lead clients through the implementation phase, ensuring prompt and successful setup of our fintech solutions.
    • Conduct training sessions to acquaint clients with product features, functionality, and optimal practices.
    • Work closely with the technical team to resolve integration or technical hurdles.
  3. Additional Responsibilities:
    • Fulfill any other duties assigned in alignment with organizational objectives and priorities.
Education and Qualifications:
A Bachelor’s degree in finance, business administration, accounting, economics, or a related field is preferred.
Relevant Certifications such as Certified Public Accountant (CPA), Chartered Financial Analyst (CFA), Certified Management Accountant (CMA), or Certified Credit Professional (CCP)

Experience with digital tools and platforms (e.g., CRM systems, analytics tools).
Banking Experience is a plus.
Familiarity with the financial services industry, particularly in areas related to operations and Customer Service
Strong verbal and written communication skills for effectively interacting with clients, third-party vendors, and internal stakeholders.
Attention to detail to ensure accuracy in reports, records, and compliance with procedures.
Effective problem-solving skills to address issues that arise during operations.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook).