Senior Officer, Help Desk Operation at National Bank of Rwanda: (Deadline 5 July 2024)

Senior Officer, Help Desk Operation at National Bank of Rwanda: (Deadline 5 July 2024)

Job Summary

Reporting to the Manager of Banking Operations, the job holder is in charge of   the daily operations of a help desk or customer support team. His/her duties typically include managing and ensuring that customer inquiries and technical issues are addressed as prescribed in the Bank procedure. serves as a point of escalation for complex issues and must liaise with other departments to resolve them efficiently.

Key Responsibilities

• Overseeing the resolution of customer inquiries and technical issues in a timely and efficient manner, maintaining high levels of customer satisfaction;
• Implementing quality assurance measures to ensure that support interactions meet established standards of professionalism and accuracy;
• Serving as a point of escalation for complex or high-priority support issues, liaising with other departments or technical experts to resolve them effectively;
• Generating reports on help desk performance metrics, analyzing trends, and making recommendations for improvement based on data insights.
• Efficient management of users or customers through online systems;
• Facilitation of new user of online banking systems; this includes support to key payment infrastructure; creation of user ID and system functionality training;
• Ensure the updated user guideline of the online banking system is known by all customers;
• Ensure monitoring of online Banking transactions is made on permanent basis and give support to customers who are in nee

• At least a Master’s degree in Commerce, Business Administration or a related field
• At least five (5) years’ experience in a similar role within the financial services sector
• Female Candidates are encouraged to Apply
• Maximum Age;3