Banking Operations Analyst

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Job title: Banking Operations Analyst

Department: Banking

Reporting to: Team Lead: Monies In

Who we are: We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands. Our journey at Osiris Trading started with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of talented and exceptional people at the forefront of the vast and competitive world.

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.

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 identifying, communicating, correcting, and resolving missing or erroneous deposit 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:

1. Accurate download/import of bank statement data as per the operational requirement.
2. Timeous resolution of escalations/queries based on company/Team SLA.
3. Accurate and timeous capturing of manual credits/pre-authorised transactions to ensure our customers have received the best possible experience.
4. 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.
5. Review training manuals provided daily and enhance manuals with new information that can assist the team to enhance their knowledge.
6. 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.
7. 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.
8. Investigate and review competitors' 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.
9. Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand from financial loss or abuse.
10. Consistently improve skills and knowledge through self-development and upskilling in all areas.
11. Troubleshoot issues directly with 3rd party Processors and internal departments to identify cause and put forward researched solutions to fix and prevent issues from occurring in future.
12. Identify data/statement issues and escalate to appropriate 3rd party or internal departments to have issues resolved.
13. Be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business.
14. Assist with integration testing and onboarding of new processing providers.
15. Continuously review and evaluate the customer journey and actively take part in improving the customer's experience.
16. Identify and suggest areas for improvement in efficiency around process or policies through automation, bulk functions, or enhancements to manual processes.
17. Complete detailed incident reports & RCA (Root Cause Analysis) assessments to submit to management for review.
18. 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.
19. Identify and suggest alert-based notifications to assist with quick action taken on potential problematic systems/processors.
20. 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.
21. 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.
22. 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.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table:

1. Intermediate/Advanced Excel Skills.
2. Experience dealing with and resolving transaction processing issues.
3. A good functional understanding of transactional processing via Mobile money, Cards, E-cash/E-Wallet and more.
4. Have a technical understanding of data sources, analysing data and reporting.
5. Strong ability to identify trends in processing through detailed analysis.
6. Strong Reconciliation/auditing of statements experience is essential.
7. Fintech/Bookkeeping/Financial qualification is preferred.
8. Innovative and solution-driven.
9. Deadline Driven and good time management.

Desirable skills you've got up your sleeve:

1. Adapt well to change.
2. Strong sense of accountability and responsibility.
3. Self-Development Driven.
4. Ability to work under pressure.
5. Strong attention to detail.
6. Strong team player.
7. Strong written and oral communication.
8. Strong ability to resolve escalated queries independently.
9. 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 a multi-disciplinary team.

Our values are non-negotiables: Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. These competencies are: Adaptability, Ownership and accountability, Initiating action, Resilience, Team orientation, Integrity, Innovation.

What you'll get back: We offer a great variety of personal and professional benefits to help you thrive at Osiris and Super Group. This includes: We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career. Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential. Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from. Subsidized lunch, Medical aid, Provident fund.

Be part of that Superclass feeling. At Super Group, diversity is part of our DNA. With teams across 22 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive, and empowering environment wherever you are in the Group. It's all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued. Game on!

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment. This position requires trust and honesty as it has access to customers' financial details - therefore, a credit and criminal record check will be conducted.

The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful.