Senior Growth & Operations Manager at Wild Fusion Digital Centre (WDC)

Job Responsibilities

• Monitoring existing portfolios to ensure proper risk ratings and early identification of potential problems.
• Designing, planning and implementing business strategies.
• Re- engineering processes to improve service delivery.
• Ensuring customer experience both internally and externally are in line with service standards.
• Creating reports for the management.
• Taking the lead in expansion activities.
• Maintaining relationships with manufacturers, partners and vendors.
• Working closely with Technology and Engineering in iterating the product ensuring it is aligned with the everyday realities of the manufacturer, lender and Distributor.
• Having an entrepreneurial mindset/approach in handling all goals/objectives.
• Responsible for activation/onboarding, retention of manufacturers and upselling of the product to other stakeholders in the value chain/industry.
• Achieving agreed monthly revenue growth target.
• Coordinating and executing the growth plans and strategy of the business.
• Developing and outlining operational procedures that will guide all transactional activities in the business/product.
• Providing strategic insights from various stakeholders needed to improve the quality of CX for both manufacturers, lenders, borrowers, regulators, product team etc.
• Building processes and features for the perfect Borrowers, Lenders & Collections experience on the product, Supply Smart.
• Working with cross-functional teams: Marketing (Wild Fusion), Engineering & Products, Lenders Acquisition and others.
• Preparing, distributing and maintaining Due Diligence Checklists updating regularly to meet target underwriting goals
• Ordering and obtaining reports and verifications from external parties where necessary
• Monitoring and supervising ALL operational processes to achieve 100% TAT.
• Implementation of Key Projects within stipulated time frame.
• Ensuring customer experience both internally and externally are in line with service standards.
• Establishing policies and procedures that promote the company’s culture and vision.
• Analyzing and interpreting data and metrics for business decision making purposes

Key Performance Indicators.
Signup minimum of 5 Manufacturers and get them to provide the loan service to their KDs monthly:

• Signup 50 “Active borrowers” and 40 Business Entities every 2 months. “Active” means:
• Borrower: Registration & BVN validation plus at least 100% successful borrow transaction signed up and 97%-100% repayment of what was borrowed.
• Business Entity: Registration, BVN Validation plus commitment from the entity to debts collection and at least 100% successful withdrawal of those signed up.
• Business Entity committed to collection and ensuring the borrower repays all credit as when due.
• Ensure all signed-up users (Borrowers and Business Entities) take a facility within 7 days of signing up.
• Adherence to the repayment rate/cycle. It is your responsibility to ensure that all signups that initiate a borrow transaction adhere to the repayment plan/cycle of the company.
• Ensure all signups remain active and continuously make use of the platform as this will be monitored daily.
• Grow the number of Manufacturers to 10 on Supply Smart by getting them to register and subscribe on the platform.

Others Monthly KPIs:

• Ensure a great customer experience that guarantees a 70% retention rate of all borrowers/Manufacturers that visit the platform
• Ensure no loss of client or customer due to a bad experience with the business
• Ensure ALL customer/client issues are resolved within 24 hours.
• Ensure the Net Promoters Score stays above 0 at all monthly surveys.
• Ensure average 90% rating and feedback by manufacturers/KDEs etc completing the lenders and borrowers experience
• questionnaire monthly.
• Develop a manufacturers acquisition growth plan for the next 6 months.

Qualifications

• BA/B.Sc degree preferably in a Business, Marketing or Technical related field.
• 5+ years managing customer acquisition operations teams (Sales, Success or Revenue Operations related roles) with a proven track record.
• Expert level knowledge and experience in lead generation processes and tools
• Proven project management experience in leading simultaneous go-to-market initiatives and while adapting and adjusting to multiple demands, shifting priorities and change
• Strong communicator with experience working across multiple levels of leadership
• Great attention to detail with the capability to appropriately define issues, questions, and data

Skills:

• Must be well organized and able to juggle multiple tasks, and action-orientated, who
• meets deadlines and makes it happen
• Must have a knack for meeting and surpassing deadlines always.
• Must have the ability to build and maintain relationships and work confidently with people at all levels
• Must possess an enthusiastic and approachable personality
• Must be an excellent communicator in English (written and verbal) with the ability to earn trust and credibility
• Must have the ability to influence, network, negotiate, counsel, and mediate
• Must have the ability to demonstrate a high degree of confidentiality
• Must have the ability to work independently and take initiative, but also must be an enthusiastic team player
• Must be willing to accept responsibility and make decisions based on experience,
• education, and understanding of business needs and culture.

Reward:

• Should you attain and surpass the targets issued to you by Month 6, you will be promoted to the role of Chief Growth & Operations Officer. The Chief Growth & Operations Officer role is a Director role responsible for leading the team and with a direct reporting line to the CEO.
• He/She is responsible for leading other units and providing business oversight that ensures a sustainable growth of the company.
• This will come with an upward review in Pay and other benefits.