JOB PURPOSE
The Expenditure & Reconciliation and Customer Care Control Officer is responsible for supporting the implementation and effectiveness of internal controls across Expenditure Management, Reconciliation, and Customer Care functions. The role provides independent monitoring, control testing, exception tracking, and compliance reviews to ensure operational activities are conducted in accordance with approved policies, procedures, regulatory requirements, and internal governance standards.
The incumbent is responsible for identifying control weaknesses, monitoring operational risks, escalating exceptions, and supporting the resolution of identified control issues to safeguard organizational assets, enhance operational efficiency, and strengthen the overall control environment.
DUTIES & RESPONSIBILITIES
Control Monitoring and Testing
Perform periodic control reviews and testing of expenditure, reconciliation, and customer care processes.
Review expenditure transactions to ensure compliance with approved policies, delegated authorities, and budgetary controls.
Monitor reconciliation activities to ensure timely identification and resolution of outstanding and unreconciled items.
Review reconciliation reports and exception logs for completeness, accuracy, and timely resolution.
Monitor customer complaints, service requests, dispute resolution activities, and escalation processes to ensure adherence to approved procedures and service standards.
Verify compliance with established controls within customer care operations and complaint management processes.
Identify and escalate control breaches, policy violations, operational lapses, and unusual transactions.
Risk Management and Compliance
Support risk assessment activities within assigned business functions.
Monitor compliance with applicable regulatory requirements, internal policies, and operational guidelines.
Track outstanding audit findings, control observations, and remediation actions to ensure timely closure.
Assist in the investigation of operational incidents, reconciliation exceptions, customer complaints, and suspected fraud cases.
Maintain records of identified risks, control deficiencies, and corrective actions.
Reporting and Documentation
Prepare periodic control reports, exception reports, and management information reports.
Document control review activities, testing results, findings, and recommendations.
Ensure prompt escalation and reporting of unusual incidents, operational losses, and significant control issues.
Maintain accurate and up-to-date control review working papers and supporting documentation.
Advisory and Process Improvement
Provide support to business units on adherence to internal control requirements and approved procedures.
Recommend practical improvements to strengthen operational controls and enhance process efficiency.
Support reviews of process changes and operational initiatives to identify potential control implications.
Promote awareness of internal control requirements within assigned departments.
Stakeholder Engagement
Maintain effective working relationships with Expenditure Management, Reconciliation, Customer Care, Compliance, Risk Management, and other relevant stakeholders.
Follow up with process owners on outstanding issues and agreed corrective actions.
Support departmental initiatives and special assignments as directed by the Head, Business & Support Control.
KEY PERFORMANCE INDICATORS
Timeliness and quality of control reviews and reports.
Number and quality of control exceptions identified.
Timely escalation of operational incidents and control breaches.
Reduction in outstanding reconciliation items.
Timeliness of audit and control issue resolution.
Compliance with internal policies and regulatory requirements.
Accuracy and completeness of control documentation.
Effectiveness of remediation tracking and follow-up.
Reduction in expenditure-related control exceptions.
Stakeholder responsiveness and service delivery support.
REQUIREMENTS
Education: Bachelor's Degree in Accounting, Finance, Business Administration, Economics, or a related discipline.
Professional Certifications: ACA, ACCA, CIA, CISA, or related professional qualifications will be an added advantage.
Experience:
Minimum of 4 years' relevant experience in Internal Control, Internal Audit, Risk Management, Compliance, or Operational Control.
Experience within fintech, banking, financial services, payments, or other regulated industries is preferred.
Experience in reconciliation reviews, expenditure control, operational monitoring, or customer service oversight will be an added advantage.
Skill/Competencies:
Knowledge of internal control principles and risk management practices.
Understanding of reconciliation processes, expenditure controls, and customer service operations.
Strong analytical and problem-solving skills.
Good report writing and documentation skills.
Attention to detail and accuracy.
Effective communication and interpersonal skills.
Ability to identify process weaknesses and recommend practical improvements.
Proficiency in Microsoft Excel and other business reporting tools.
High level of integrity, professionalism, and confidentiality