Senior Officer, Financial Application Operations; Microfinance Programme

Microcredit Regulatory Authority (MRA) certificate number- 00488-00186-00065

BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

BRAC Microfinance provides people who cannot access traditional financial banking services with access to a suite of financial services, including loans, savings and microinsurance. We provide an alternative to high-interest loans from informal lenders, supporting families to invest in income-generating activities, build assets, and reduce vulnerability to health shocks and natural disasters. Passionate about finance beyond formal banking systems? Join the BRAC Microfinance team to help build a more financially-inclusive society, where everyone can access finance when they need it - safely, responsibly and sustainably.

Working at brac is not like any other job. It is a platform where you can bring about real change for people who need it the most. We are not just dreaming of a better world, we are building it. Join us to find the way.

Job Purpose: Provide necessary ERP core banking software support for branch offices and projects like Loan Installment collection & modification, ERP User Access related issue, loan overdue, loan disbursement with remaining outstanding, over age loan disbursement, VO/Member profile update related, VO/Member transfer & receive, VO migration, Loan proposal & Disbursement, Compulsory Savings, & Special Savings Collection/Modification related supports.

Key Responsibilities

• Provide end user support over TeamViewer or AnyDesk at all branch offices and maintain SLA and KPI on complain management.
• Receive software-related complaints from branch offices, and if there is any confusion in documents, take necessary steps to collect the required documents and solve the complaint in due time.
• Interface field operations in delivering support to ERP tickets. Communicate and negotiate with the BRAC-IT support team to ensure support on time.
• Ensuring necessary support after new product delivery & ensuring joint UAT
• Receiving the ERP onboarding sessions and involved in rolling out CIB.
• Provide data correction, loan instalment collection, & modification related support in the ERP.
• Prepare the communication guidelines and timely field communication.

SAFEGUARDING RESPONSIBILITIES

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Additional Job RequirementsStrong understanding of ERP systems, including loan management, data correction, and installment processes.Familiarity with remote support tools (TeamViewer, AnyDesk), complaint management systems (SLA/KPI), UAT, product rollout, and IT ticketing systems.Strong technical troubleshooting skills for resolving ERP and software issues remotely.Good communication, coordination, and stakeholder management skills with branch and external teams.Strong analytical, problem-solving, time management, and documentation skills, including training/onboarding support.Customer-focused with ownership of issue resolution and ability to work under pressure and manage multiple tasks.Proactive, adaptable, and well-organized with strong teamwork and professional communication skills.This position is open for Bangladeshi nationals only.Experience RequirementsMinimum 01 year of relevant work experience is required.

https://bdjobs.com/h/details/1491659

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