Retail Operations Officer

The Retail Operations Officer is responsible for the accurate and timely processing of retail client transactions - including mutual fund subscriptions, redemptions, switches, unit transfers, and direct debit mandates - across ARM Trustees, ARMIM and ARMSEC products. Working under the supervision of the Team Lead, Retail Operations, the officer performs daily data entry, call-over, and inflow matching procedures to ensure that all transactions are correctly captured in core applications, client records are accurately maintained, and any exceptions or discrepancies are identified and escalated promptly. The role requires a high degree of accuracy, a strong sense of process discipline, and the ability to work effectively within a team handling high transaction volumes.

Responsibilities

• Process retail client subscription requests received through cash deposit, direct bank transfer, virtual accounts (Monnify), and card payment channels (Paystack/GTPAY), ensuring all transactions are matched to the correct client membership ID on the Automated Matching System (AMS) and posted on Navision within the stipulated cut-off time.
• Process retail client redemption requests received via self-service channels and paper forms, creating and posting batch upload files on Navision for transactions within and above the Straight-Through Processing (STP) threshold, and escalating high-value redemptions for supervisor review and approval.
• Carry out daily manual identification and matching of unmatched inflows on AMS, reviewing bank statements from all active accounts, validating transactions against client instructions, and creating schedules of unidentified inflows for escalation to Account Executives within 30 minutes of identification.
• Perform daily call-over of all posted subscriptions, redemptions, unit transfers, and institutional contributions to verify that transactions have been accurately captured and that no discrepancies exist between core application records and supporting documentation.
• Process transaction reversals (subscription and redemption) upon receipt of confirmed duplicate notification or bank reversal confirmation, following the prescribed reversal procedure on Navision and escalating for supervisor approval before posting.
• Set up and cancel Direct Debit mandates on Mono and other approved platforms upon receipt of client instructions via the ARM Service Desk, following up with the client's bank for mandate approval or rejection, and notifying the client of failed set-ups within 30 minutes.
• Process inter-fund and intra-fund unit transfer requests received via CRM, verifying client instructions against the mandate, coordinating with the ARM Registrar for approval, and posting confirmed transfers on Navision.
• Verify and process incoming payments for redemption settlements, confirming cash availability in the redemption account, uploading transactions to the GAPS/RMB banking platform, and obtaining signatory approval before funds are released to beneficiaries. 
• Re-process failed redemption payments upon confirmation of bank reversal, coordinating with GTB or the relevant bank for status clarification where the reversal leg cannot be confirmed within the bank statement.
• Update and maintain the daily unidentified inflow schedule and issue log, recording details of all exceptions, escalations, and resolutions; flag items outstanding beyond four weeks for return to source in accordance with the unmatched inflow policy.
• Support the End of Day (EOD) process by completing all assigned transaction posting and call-over tasks before the EOD window, identifying any exceptions for same-day resolution, and confirming readiness to the Team Lead for supervisor EOD approval.
• Maintain accurate and complete records of all processed transactions, attaching supporting documentation (bank statements, mandate forms, email confirmations) to the relevant client profile on MyWealth and CRM.
• Assist the Team Lead in preparing input for periodic reports on transaction volumes, SLA adherence, exception trends, and pending reconciliation items.
• Carry out any additional retail operations, data entry, or reconciliation tasks assigned by the Team Lead or Head of Operational Services.

Requirements

Required Knowledge, Skills, and Abilities

• Good understanding of mutual fund operations, including subscription and redemption processing workflows, NAV cut-off times, and fund accounting interfaces.
• Familiarity with core retail operations systems including Dynamics Navision, MyWealth, and CRM platforms.
• Ability to accurately perform inflow matching, batch file preparation, and transaction reconciliation across high-volume, time-sensitive environments. Understanding of retail client onboarding processes and the KYC documentation standards applicable to mutual fund investors.
• Methodical approach to data entry with a high degree of accuracy and a consistent ability to identify anomalies in transaction records.
• Strong sense of process discipline and commitment to following prescribed procedures, cut-off times, and authorisation requirements.
• Collaborative team player with the ability to work effectively during peak periods such as month-end and dividend processing cycles.
• Ability to manage competing tasks and prioritise workload under time pressure without compromising accuracy or control standards.

Generic Skills

• Good written communication skills for preparing escalation notes, exception logs, and client-facing correspondence under Team Lead supervision. Intermediate Microsoft Excel skills for data entry, reconciliation, exception tracking, and schedule preparation.
• Strong organisational skills with the ability to manage multiple concurrent tasks and prioritise effectively during peak trading periods.
• Team player with a proactive approach to problem identification and a clear commitment to escalation discipline.
• Must have strong drive towards learning and self-improvement.

QUALIFICATION & EXPERIENCE

Bachelor’s Degree.

• Bachelor's degree in Finance, Accounting, Economics, or a related field. A professional qualification in progress (ACCA, ICAN, CISI) is an added advantage.

Minimum Experience

• Minimum of 1 year experience in a financial services operations, banking operations, or fund administration role.
• Basic knowledge of mutual fund products, client transaction processing, and financial market instruments.