Senior Associate, Retail Operations

Full Time1 year ago
Employment Information



Job Type Full Time 
Qualification BA/BSc/HND 
Experience 4 years 
Location Lagos 
Job Field Finance / Accounting / Audit  



The Role:  

As a Senior Associate, Retail Operations, you'll ensure smooth operations of our retail products (for example: Send by Flutterwave and Tuition by Flutterwave) through leadership, prompt processing of transactions, customer’s complaint resolution, identifying and resolving issues as well as effective stakeholder’s engagement. 

Responsibilities include but are not limited to: 

Reconciliations: The reconciliation will cover settlement, refund, as well as payout (Wallet) 
Dispute Management: Processing of chargeback and refund requests within the SLA whilst focus on process improvement on any operational gaps noticed 
Card Operations: The reconciliation will cover physical and virtual card settlement, refund as well as chargeback treatment 
Complaint Resolution: Will be responsible for resolving customer's complaints through dedicated channels 
Treasury: Will be responsible for monitoring and ensuring sufficient wallet liquidity on all wallets 
Transaction Review: Reviewing of transactions on status other than successful, approval of retried transfers 
Leadership: Will provide leadership to the team member(s) on issues and ensuring all escalations are resolved 
Stakeholders Engagement: Will be point of contact for both internal and external stakeholders on issues related to Send 
Documentation: The candidate will contribute in documentation of processes and Business Required Documents (BRDs) 

Required competency and skillset to be a waver 

Bachelors degree in a relevant field 
Minimum of 4 years in Fintech Operations (Team leadership will be a plus) 
Proficient knowledge of Microsoft suite and experience in account/wallet reconciliation 
Knowledge of card operations, dispute management and relevant operational procedures preferred 
Understanding of the payment space, regulations, payment methods and relevant experience in Fintech operations 
Open-mindedness with improved probing skills 
Experienced in process improvement, complaint resolution and stakeholder's engagement 
Remittance experience is a nice to have 
Experience in working in a cross-functional team 



Method of Application  

Interested and qualified? Click “Apply” button below to apply to apply.