JOB PURPOSE
The roleholder will be expected to drive the implementation and delivery of Airtel Nigeria's Mobile Financial Services strategic and financial objectives by driving usage penetration and improvement of operational performance to meet consumer satisfaction and the overall business strategy. The role holder will also be required to interface with internal and external stakeholders in order to ensure effective and efficient operations.
KEY ACCOUNTABILITIES
Mobile Money Product Lifecycle Management & other Mobile Financial Services Project delivery
- Work cross functionally internally and with external partners such as Access Bank, Comviva amongst others to execute brilliantly projects ranging new products conceptualization to launch, integrations and change request.
- Ensure technology platform is delivering great customer experience in terms of ease of use, uptime and all functionalities working. Periodic product testing to drive proactive fix.
- Integration: Merchant integrations, Bank Integrations and payment solutions. Acquiring new partners to increase transactional revenues
World Class Customer Experience to ensure our customers and partners rate us as most preferred and drive loyalty index to peak.
- Drive continuous improvement of processes to ensure our customers and partners such as master agents and agents get excellent service on time in full.
- Dedicated Support Structure and monitoring of complaints and queries to draw up either tactical or strategic solutions to fix. ng and monitoring system
- KYC & Data Warehouse: Archiving of registered customers.
- Relationship management and partner satisfaction attainment.
- Agent Experience, Customer Experience and Partner Engagement
IT Support & Business Processes to ensure business continuity.
- IT Support – Systems Uptime and Innovations
- Back Office Admin – Sales Support, Partner Support, Policy Management and Monitoring and act as Primary Knowledge Center
- Agents – KYC Confirmation, Transaction SMS, Set up fully compliant agent and master agent accounts and reactivate accounts,
- Customers – PIN Reset, Unlock Account, Reversal Requests
Go To Market (GTM) Excellence and Achievement of the desired revenue target. Ensure efficient and effective delivery of mobile commerce operations
- Drive rigorously GTM excellence from concept to launch and all through product lifecycle
- Deliver Projects on time in full and work on multiple projects with varying partners. Structured SLAs to be in place with focus on more for more principle to drive accountability of all stakeholders.
- Evaluation of Projects and recommendations to ensure continuous improvement.
- Ensure compliance to internal policies and external policies such as the CBN, NCC by our partners and agents.
- Propose and implement changes to processes and procedures for mobile commerce operations.
- Coordinate the development of manuals and guides for mobile commerce products and services.
- Make decisions for any operational changes (planned or unplanned) within the Airtel Money organization that materially impact the product portfolio in conjunction with VP M-Commerce
Ensure Service Level Agreements (SLAs) with stakeholders are met
- Develop SLAs with shared services teams/stakeholders and ensure adherence to the set standards.
- Track and monitor performance of shared services teams/stakeholders to ensure targets are met, e.g. technical partners & customer service partners.
Oversee integration and implementation of products and services for mobile commerce
- Keep an updated record of the ongoing partner integrations and manage the integrations partner SLA’s.
- Keep an updated record of the issues logged and ticketed with the integration partner and manage delivery timelines.
- Coordinate and Conduct UATs (User Acceptance Tests) for integration and product enhancements and attain sign off for the same.
- Coordinate implementation of new services and product enhancements by development partners and local technical support
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