Analyst - Customer Support Dispute Resolution Subscribers at MTN Nigeria

Job Description
Reports To: Manager Customer Support

Division: MoMo Payment Service Bank

Description:

• Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organization
• Report on an ad hoc basis on specific projects, as required
• Abide by function’s budgets in line with business objectives
• Abide by project initiative budgets in line with business objectives
• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Partner Operations (Agents, agent aggregators, merchants, customer, business etc.)
• Facilitate and Implement end to end function for partner life cycle management
• Monitor, analyze and report partner recruitment and performance
• Monitor, analyze and report sales trends, including but not limited to customer recruitment, agent transactions etc and also report on trade activity plans
• Collate, analyze and provide insights from Channel Sales data and develop weekly and monthly reports in preparation for business review meetings
• Provide necessary support and materials towards the execution of partner engagement activities and collaborate with event agencies to ensure successful implementation of engagements
• Maintain Fintech Channel members’ database (Agents, agent aggregators, merchants, customers, businesses  etc).
• Work with segments (MFS) team to implement targeted financial services initiatives are available within partner network and regions
• Engage the regions to follow up on implementation of Partner Acquisition Channel Initiatives.
• Facilitate documentation of Partner process, policy and procedures.
• Facilitate preparation and execution of various partner network agreements internally and externally
• Resolve all partner related disputes timeously, escalate to team lead where required
• Payout commissions to partners timeously and ensure correct computation has been undertaken
• Other tasks and duties, as assigned

Education:

• First  degree in any relevant discipline
• Fluent in English

Experience:
3-7 years’ experience in an area of specialization; with experience working with others

• A minimum of 1 to 2 years’ total experience in Partner Management or allied field is beneficial
• Experience in managing /supporting Fintech/Mobile Money Agents, agent aggregators, merchants, business etc.
• Experience in Fintech, banking or Mobile Money is preferred
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred