The Account Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding. This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners.
Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness. Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.
Key Responsibilities
- Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success.
- Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions.
- Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness.
- Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn.
- Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period.
- Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value.
- Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout.
- Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy.
- Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered.
- Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact.
Qualifications
- 3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
- Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
- Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
- Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
- Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
- Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
About You
- You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements
- You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
- You're proactive and anticipatory, you don't wait for problems to escalate; you spot early warning signs and intervene before customers consider leaving
- You're commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers
- You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
- You're organised and disciplined, you manage your book of business methodically, follow through on commitments, and never let important details slip through the cracks
- You're collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
- You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow
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The Quality Assurance / Assessment Manager is responsible for designing, governing, and driving service quality at scale across all customer interaction channels. This role ensures that every customer touchpoint; digital or physical meets defined standards for clarity, accuracy, empathy, and resolution effectiveness.
Beyond monitoring quality, the role owns the end-to-end quality ecosystem: frameworks, calibration, audit integrity, insights generation, and continuous improvement. The QA Manager translates performance data into clear, actionable interventions that improve customer experience and operational outcomes.
This role is both strategic and execution-focused setting standards while ensuring they are consistently applied across teams, regions, and channels.
Key Responsibilities
Quality Strategy & Governance
- Define and continuously refine QA frameworks and scorecards across all channels
- Ensure alignment between voice and non-voice standards for a consistent customer experience
- Maintain scoring integrity, audit readiness, and governance discipline
- Establish clear quality benchmarks tied to business outcomes (CSAT, FCR, etc.)
Team Leadership
- Lead and develop a team of 13+ Quality Assessors
- Set performance targets, productivity benchmarks, and quality standards for the QA team
- Drive capability building through coaching, feedback sessions, and structured development plans
- Build a high-performing team with strong analytical and evaluation capabilities
Quality Monitoring & Evaluation
- Design and oversee sampling methodologies across all channels
- Ensure balanced and representative coverage (voice, chat, social, WhatsApp, walk-in interactions)
- Validate scoring accuracy and proactively minimize evaluator bias
- Conduct periodic audits to ensure consistency and reliability of assessments
Calibration & Standardisation
- Lead cross-functional calibration sessions with operations and training teams
- Ensure uniform interpretation of quality standards across all evaluators
- Resolve scoring discrepancies and define clear guidelines for edge cases
- Track and reduce calibration variance across teams
Insights & Continuous Improvement
- Translate QA data into clear, actionable insights for operations and leadership
- Identify root causes of performance gaps across:
- Process inefficiencies
- Training gaps
- System limitations
- Partner with operations to implement targeted interventions that improve:
- CSAT
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Repeat contact rates
Stakeholder Management
- Work closely with:
- Operations teams (L1 support, follow-up teams, walk-in centres)
- Training & Knowledge Management
- Product and Process teams
- Act as the voice of quality in cross-functional discussions
- Present quality performance, trends, and insights to senior leadership
- Influence decision-making through data-backed recommendations
Knowledge & Process Alignment
- Ensure QA frameworks are aligned with latest SOPs and knowledge base updates
- Identify and escalate policy gaps or inconsistencies impacting service quality
- Partner with Knowledge Management to ensure clarity, usability, and accuracy of content
Channel Complexity Coverage
The role ensures quality consistency across diverse interaction types:
- Voice (Inbound & Outbound): Call handling, empathy, probing, resolution quality, compliance
- Non-Voice (Email, Chat): Clarity, tone, accuracy, completeness, turnaround time
- Social Media & WhatsApp (including groups): Public tone management, responsiveness, brand risk control
- Walk-in Centres: In-person engagement quality, professionalism, issue resolution, experience consistency
Key Metrics / Success Measures
- Overall QA scores (and channel-specific performance)
- Correlation between QA scores and CSAT outcomes
- First Contact Resolution (FCR) rates
- Reduction in repeat contacts and escalations
- Calibration accuracy and variance reduction
- QA coverage and productivity levels
Required Skills & Competencies
Core Competencies
- Strong analytical and problem-solving capability
- Deep understanding of contact centre operations and customer experience
- Proven people management and coaching skills
Technical Competencies
- Experience with QA tools, CRM platforms, and reporting dashboards
- Strong ability to analyze large datasets and identify actionable trends
- Familiarity with multi-channel support environments
Behavioural Competencies
- High attention to detail and strong judgment
- Fair, consistent, and objective in evaluation
- Ability to influence stakeholders without direct authority
- Structured, data-driven, and outcome-oriented thinking
Experience & Qualifications
- 6-10+ years in contact centre operations and/or quality assurance
- Minimum 2-3 years managing QA teams
- Proven experience in multi-channel customer support environments
- Bachelor’s degree (relevant field preferred)
Leadership Expectations
- Build and sustain a high-performing QA function
- Shift the organization from quality scoring to quality improvement
- Drive a culture of continuous learning and performance excellence
- Act as a critical bridge between quality, operations, and customer experience
- Lead with data, clarity, and strong operational judgment
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Role Overview
We are seeking a diligent and ethically grounded professional to serve as a key link between our risk oversight framework and field operations. This role is responsible for proactively identifying and investigating cases of misconduct—among Business Relationship Managers (BRMs), reviewing their performance data, and ensuring alignment with internal control standards.
This is a hands-on role that requires a strong presence in the field, critical thinking, and the ability to distill field observations into actionable risk insights.
Key Responsibilities
Investigations & Field Monitoring
- Lead targeted investigations into suspected misconduct including double-dealing, agent impersonation, unauthorized onboarding, and unethical field behavior.
- Conduct unannounced field inspections and validation exercises to verify BRM claims, agent status, and compliance with policies.
- Interview field stakeholders (agents, merchants, supervisors) to gather intelligence and document findings in a structured, objective format.
Risk-Based Data Review
- Analyze BRM activity reports and operational metrics to detect irregularities, risk exposures, or behavioral red flags.
- Correlate field data with internal dashboards and reporting systems to ensure integrity, accuracy, and completeness.
- Flag suspicious trends for escalation and further review by Risk, Compliance, or Internal Audit teams.
Internal Control Testing
- Assess the effectiveness of controls guiding BRM activities and agent lifecycle processes (recruitment, management, offboarding).
- Recommend enhancements to close control gaps, prevent repeat incidents, and support sustainable field governance.
- Collaborate with process owners to roll out improved monitoring tools and corrective measures.
Reporting & Escalation
- Prepare concise, evidence-backed investigation reports, highlighting the root cause, impact, and recommended action steps.
- Maintain secure logs of field engagements, complaint resolutions, and closed investigations.
- Contribute to quarterly risk dashboards and field control assessments for management and board reporting.
Stakeholder Liaison
- Serve as the first line contact for risk-related concerns from regional leads, area managers, and frontline employees.
- Build trust with BRMs while maintaining professional distance to ensure objectivity and ethical independence.
- Provide risk insights to performance, disciplinary, or compliance processes where applicable.
Candidate Profile
Qualifications
- Bachelor’s degree in Risk Management, Internal Control, Business Administration, Finance, Criminology, or a related field.
- Minimum 3 years of experience in internal control, field audit, risk monitoring, or investigative roles within financial services, fintech, or agent networks.
Skills and Attributes
- Strong investigative mindset with excellent analytical and problem-solving skills.
- High integrity, discretion, and professionalism in managing sensitive information.
- Field experience and comfort working with informal environments and diverse stakeholders.
- Proficiency in Excel and/or basic analytics tools (Power BI, Tableau, or similar platforms is a plus).
- Excellent report writing and verbal communication skills.
- Must reside in Bauchi
Preferred Experience
- Prior exposure to agent banking, POS distribution networks, or BRM performance frameworks.
- Experience managing whistleblowing complaints or conducting workplace misconduct investigations.
- Familiarity with regulatory requirements around internal control, risk management, and field operations.
- Ability to speak Hausa, Igbo or Yoruba
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