OPERATIONS - ROLES AND RESPONSIBILITIES
Fawry Plus for Banking Services
Operation Team
Roles and Responsibilities
Operations Team
From managing day-to-day operations to implementing process improvements, the Business Operations
Team plays a vital role in supporting the company's growth and ensuring seamless operational
functionality. Through data-driven insights, strategic planning, and cross-functional collaboration, the team
contributes to achieving organizational goals, maintaining quality standards, enhance productivity, and
assure the continuous improvement.
Operation team consists of below departments:
1. Operation Support.
2. Cash Control.
3. Business Operations
4. Financial Operations.
5. Quality Assurance.
6. Project Management.
The following sections describe the roles and responsibilities of each team.
Operations - Roles and Responsibilities
Page 1 of 7
Operation Support Team
Job Title:
Operation Support
Mail:
FWP.OperationSupport@fawry.com
Direct Head: Operation Deputy Manager
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Ensuring the smooth and efficient functioning of organization’s operation. The primary
responsibility is to provide comprehensive support to all Retail and Cash operational
processes, services, and teams. And collaborate with various teams to troubleshoot issues,
and implement improvements that enhance overall operational effectiveness.
II.
Key Responsibilities
1. Support Service Inquiries and Complains from Agents and Billers through different
communication channels.
2. Respond to channels (Portals and Point of Sales Devices) issues and troubleshoot
with responsible teams.
3. Realtime follow up on network and global Issues.
4. Logistics Support with Administration team for Retail.
5. Insurance issuance and renewal on branches.
6. Product Knowledge base updates with HR training team.
7. Cash In Transit (CIT) reconciliation: Bank Deposit, Daily Night Closing, Receipt
validations vs Bank Account.
8. CIT Bills invoices and cash handling cost (CHC).
9. Prepaid card Statements.
10. Secure and manage Cash Out bulk amounts requests through Cash center.
11. Announce New services for branches agents after Project Management
Onboarding.
12. Analyze operational data, generate insights, findings and recommendations
reports and present to management.
Operations - Roles and Responsibilities
Page 2 of 7
Cash Control Team
Job Title:
Cash Control
Mail:
FWP.CashControl@fawry.com
Direct Head: Operation Deputy Manager
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Managing and safeguarding cash-related operations within branch levels
II.
Key Responsibilities
1. Conduct regular visits to branches to assess and monitor cash-related activities.
2. Verify the accuracy of cash balances, ensuring that they match recorded amounts.
3. Identify and investigate any issues in cash handling operations.
4. Provide refreshment training on services offered by the organization.
5. Train agents on the proper use of Point of Sale (POS) devices and ensure their
competence in operating these channels effectively.
6. Provide guidance and support to branch agents to enhance compliance with
internal policies, industry regulations, legal requirements and security measures
to protect cash assets
7. Maintain detailed records of cash transactions, audit visits and findings, and
training sessions for management reporting.
Operations - Roles and Responsibilities
Page 3 of 7
Business Operations Team
Job Title:
Business Operations
Mail:
FWP.SystemSupport@fawry.com
Direct Head: Business Operations Supervisor
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Ensuring the functionality and efficiency of our organization's business systems
administrating agents accounts on various systems, maintaining business applications,
collaborating with various stakeholders to optimize system performance, and request
new functions and perform necessary testing to support the business requirements.
II.
Key Responsibilities
1. Create, Update and Suspend users accounts on different systems and portals.
2. Prepare Point of Sale builds installations (POS) for branches Cash and Retail.
3. Request new requirements and portals features and manage priorities with the
technical squad.
4. Perform user acceptance testing (UAT) for new releases/builds on point of sale
and portals.
5. Manage service request configuration changes for current operational services
on POS and portals.
6. Configure Services and Dynamic forms on portal.
7. Collaborate with different teams to finalize ISO prerequisites.
Operations - Roles and Responsibilities
Page 4 of 7
Financial Operation Team
Job Title:
Financial Operation
Mail:
FWP.FinancialOperations@fawry.com
Direct Head: Financial Operations Supervisor
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Responsible for executing and overseeing various financial processes, transactions, and
controls that enable the organization to meet its financial goals and obligations.
II.
Key Responsibilities
1. Manage Daily Balances Closing for Retail and Cash center accounts.
2. Validate and follow up on Refund, Shortage cases.
3. Collaborate with Payment complain team to handle the clients, billers and
agents’ different cases.
4. Match and reconcile daily, weekly and monthly transactions and validate with
billers.
5. Rectifying and resolving any inconsistencies across internal teams (MIS, Retail,
Quality assurance and Finance).
6. Bill Payment and Vouchers management on Vouchers Portal system: Create,
renew, resend, extend and delete for retail and cash services.
7. Financial Dashboard creation, update and fix.
8. Reporting closing Monthly profitability.
9. Reporting daily FP performance for Month to Date (MTD) cash in/out
transactions volume.
Operations - Roles and Responsibilities
Page 5 of 7
Quality Assurance Team
Job Title:
Quality Assurance
Direct Head: Quality Assurance Team Leader
Mail:
BackOffice.Operations@Fawry.com
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Managing the organization, distribution, and archiving of KYC documents within the
organization. Maintaining document control procedures, ensuring compliance with
billers’ quality standards.
II.
Key Responsibilities
1. Agree with biller on the required quality standards.
2. Create and format Documents forms according to the agreed standards.
3. Communicate the document control procedures to agents and HR training team
and continuously keep them updated with any changes.
4. Conduct regular daily checks on Softcopies on Document Management Systems
based on Daily BI reports.
5. Follow up with branches to collect the weekly pickup.
6. Communicate with the branches the pending/missed documents.
7. Sort the hardcopies pickup by Area and Service and assign each batch to quality
specialist to revise the documents according to system and standards.
8. Record all documents control activities.
9. Analyze data to identify defective patterns and rank Areas by quality.
10. Prepare below reports:
i.
Daily Documents Review.
ii.
Daily/Weekly Defective rates.
iii.
Monthly Closing: CIB-QNB-Microfinance.
iv.
Weekly Pickup Report.
11. Troubleshoot with biller regarding Secure file transfer (SFTP) issues and follow
up with responsible teams till fixing any operational issues in SFTP.
12. Solve Fawry Yawmy inquiries and complains through ticketing system.
Operations - Roles and Responsibilities
Page 6 of 7
Project Management Team
Job Title:
Project Management
Mail:
FWP.PM@fawry.com
Direct Head: Project Manager
JOB DESCRIPTION AND GENERAL INFORMATION
I.
Job Description
Managing the organization projects through different projects phases, Planning,
execution and closing. By coordinating and leading cross-functional teams, managing
project timelines, issues, and resources, and ensuring successful project delivery till
achieving the planned commercial outcome.
II.
Key Responsibilities
1. Manage all company’s projects with any scope whether offline or integrated
projects till launch, Plan the timeline and Coordinate between all Fawry plus
and Fawry Technical and Business teams till delivery of the new service.
2. Track the daily status of all projects and monitor progress and ensure tasks
completed on schedule.
3. Create Dashboard for each new service for biller to monitor transactions.
4. Document the Processes of all Projects and Services per scope.
5. Request SFTP Folder, credentials and access for each new KYC service according
to biller requests.
6. Monitor the performance of the new launched services to assure the
commercial success of the launch.
7. Onboard The third party (Fawry and its subsidiaries) Projects and new services
to Fawry plus Retail or Cash.
8. Report weekly to management the weekly status of all projects.
Operations - Roles and Responsibilities
Page 7 of 7