Career Opportunities at Jumia Nigeria

Responsibilities

• Jumia Pay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively.
• You will be responsible for the reconciliation and settlement activities within JumiaPay, facilitate complete and accurate processing of settlement figures for all transactions/products by ensuring that required due diligence is performed.

In particular, you will:

• Ensure daily reconciliation of all transactions and provide daily/weekly reconciliation and settlement reports to the AR Manager
• Keep record of the relevant KPI’s for the businesses Analysis and reporting of settlement/payment activities to the AR Manager
• Documentation of processes, procedures, resolution guides etc. for the reconciliation department
• Continually evaluate and recommend best practice business process throughout payment value chain
• Support each bank E-business team in resolving settlement and reconciliation issues
• Liaise with Bank Settlement team to ensure reconciled funds are transferred
• Monitor the income/fees’ reconciliation with Settlement banks, NIBSS and other clients and ensuring value is transferred to the company account’s promptly
• Perform daily/weekly analysis of bill payment data: Trends, failure rates etc and extract Business Intelligence from payment data
• Develop and maintain business relations with NIBBS, value card (Visa, MasterCard etc), unified payments, Interswitch, and JumiaPay settlement banks
• Ensure daily reconciliation of and correct postings of all cards and other electronic channels transactions
• Verify the incoming and outgoing payment reports.

Required Skills & Qualifications

• Bachelor's Degree in or Higher preferably in Accounting or other discipline in Social Sciences from a recognized University.
• Minimum of 8 years working experience in Cards/Mobile/FinTech company, fully integrated in all aspects of settlement and daily reconciliation process
• Detailed understanding of the operational aspects of payment cards, mobile payments and banking industry
• Previous experience within a Reconciliation, Settlement or Middle Office environment
• Excellent documentation skills and use of collaboration tools
• Advanced level of Microsoft Excel (Pivot tables, Vlookups, and Nestedifs formulas)
• Ability to interpret Financial Data from various systems and in various format.
  

We Offer

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African ecommerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders

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Responsibilities

• Jumia Pay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively.
• The Jumia Pay Head of Customer Service role is a unique opportunity to help drive our efforts to improve customer satisfaction on JumiaPay payments and their entire online shopping journey.
• This is a critical role as it directly correlates to continually improving the customer experience and as a result better customer loyalty and retention.
• This role calls for a rare combination of proactive thinking, payment industry knowledge & interpersonal ability to manage relationships, issues and topics with customers and with all teams across the organisation.

In particular you will:

• Directly supervise the JumiaPay customer service team and ensure the team’s activities are aligned to the departmental and company objectives.
• Actively promote and manage the process of continuous improvement in customer service standard within call/mail payment inquires and troubleshooting.
• Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the payment experience of JumiaPay customers.
• Promote effective communication throughout all levels of the customer service function.
• Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
• Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
• Work closely with other merchants customer support teams (Mall, Food, travel) on pay related issues.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Necessary interactions with payment partners and providers to ensure seamless experience for the customers.
• Organise trainings on customer retention and experience for the team.

Required Skills & Qualifications

• Bachelor's Degree from an accredited university.
• At least 5 years experience in customer centric roles such as operations, project management or process improvement.
• Experience in organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements.
• Payment related customer experience will be a plus.
• Ability to think strategically and attention to detail.
• Advanced skills in office tools (e.g. Excel and Google Suites) and Sales force.
• Experience in creative problem-solving and ability to see beyond what is presented as an issue or question to develop solutions for customers and the business.

We Offer

• A unique experience in an entrepreneurial, yet structured environment.
• The opportunity to become part of a highly professional and dynamic team working around the world.
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures