Manager - Customer Support, Commercial at MTN Nigeria

Description

• 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
• Evaluate the efficiency and effectiveness of Customer escalations management strategies and propose and offer suggestions for improvements
• Ensure queries and complaints on merchant, customer and agent setup on relevant portals are addressed under agreed SLAs
• Collaborate with CR and continuously improve relationship between the first line and the Back office
• Constantly checking the turnaround time for main agent, merchant and customer queries in collaboration with CR team
• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders
• Input into Products and Services Testing, Support and Implementation
• Ensure support to MoMo distribution and GTM teams on all agents/merchant related complaints is provided 
• Prepare and timely share all relevant Fintech reports for internal and external stakeholders
• Other tasks and duties, as assigned

Educational Qualifications

• First Degree in any related discipline or its equivalent in area of specialization
• Relevant post graduate qualification is an advantage

Experience:

• 6 - 13 Years' experience including:
• Experience in back office operations & support is mandatory
• Experience in Fintech, banking or Mobile Money industries is preferred 
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred