Job Roles at Moniepoint Inc. (Formerly TeamApt Inc.)

About The Role

• The Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. The customer success representative is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers experience can be further optimized based on analysis of the issue log or customer requests.

What You’ll Get To Do

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

To Succeed In This Role, We Think You Should Have:

• Bachelor's Degree or its equivalent
• Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must be resident in Kebbi State, Nigeria

Key Performance Indicators

• Customer/User Satisfaction
• Request Logging (No missed support requests)
• Issue Resolution Time

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Position Overview:

• The Director, IT Audit will direct IT Audit operations and strategy for auditing information systems, platforms and operating procedures following established procedures following established policies and standards for efficiency, accuracy and security. This hybrid role requires someone who is organized and methodical who has very strong audit and risk assessment experience.

Key Resposibilities

• Develop an annual IT Audit Plan that will specify the audit work to be conducted across the enterprise infrastructure. The scope and frequency of the audits will depend on the risk and impact of potential deficiencies in the IT related processes and systems. The risks can be related to traditional financial impacts, but also to issues which could violate certain regulatory requirements.
• Lead annual and/or ongoing evaluation of IT infrastructure and establish control and audit procedures to identify areas of risks and non-compliance.
• Coordinate all IT Audit works, evaluate audit results and recommend improvements in current risk management controls, system implementation and upgrade processes
• Review audit repotd and supporting work papers to ensure that reports are well written, and findings, conclusions and recommendations are properly supported, prior to formal release to and follow-up actions with relevant stakeholders
• Establish and facilitate the achievement of all performance indicators in the annual goals of the Internal Audit division.
• Develop competency and capacity of IT Audit Associates and Manager(s) with training and coaching that reflect IT Auditing best practices. Supervise and evaluate the performance of IT Audit Associates and Manager(s)
• Collaborate with other Divisional Directors within Internal Audit to ensure that activities of Internal Audit are effectively and efficiently coordinated
• Represent Internal Audit at meetings with other business divisions in Moniepoint Group and external stakeholders.
• Perform other jobs (ad hoc) related duties assigned by the Chief Audit Officer.

Required Knowledge & Skills

• Knowledge of IT security and infrastructure
• Risk Assessment
• Analytical Skills
• Written and Verbal Communication
• Interpersonal Skills
• Self-Educating Capacity

Qualifications

Education:

• Bachelors degree and a Masters degree in any of the following: Computer Information Systems, IT, Cybersecurity, Information or Business
• At least one of the following certifications: CISA, CISSP, CISM, CGEIT, CRISC, ISO/ IEC 27001 & ISO 22301- LEad Auditors
• Demonstrate strong data analytics capabilities, including SQL database scripting, visualization methods, techniques, and tools (e.g., Power BI, Alterxy, Tableau, etc.).

Experience:

• Minimum of 10 years of progressive leadership experience, including 5+ years of integrated Financial/IT Auditing Experience