Channel Support Officer, Airtime / Data at Workforce Group

Workforce Group is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organizational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders.

We are recruiting to fill the position below:

Job Title: Channel Support Officer, Airtime / Data

Location: Lagos, Nigeria
Employment Type: Full-time

Job Purpose

• To support the USSD Channel Manager to drive sales, product uptake and channel utilization as it relates to airtime and data on all digital channels (USSD, Mobile App and Ecobank Online)

Job Summary

• The Channel Support Officer for Airtime and Data is responsible driving growth of Airtime and Data on all digital channels.
• The Support Officer is solely responsible for devising initiatives to drive the volumes, values and revenue of Airtime and Data.
• This role also deals with pushing sustainable capabilities to create stickiness in the customer’s lifestyle.

The Channel Support Officer for Airtime and Data is expected to play a critical role to:

• Regular customer engagement through Emails, SMS Campaigns, WhatsApp messaging and other means available on products offering to drive growth
• Daily monitoring and tracking of key business-related parameters such as revenue, value, volumes, and users
• Provide daily reporting on channel usage, adoption, profitability, as may be required by the Channel Manager for Digital Banking
• Work on devising new initiatives to drive users, volume, values and revenue on Airtime and Data
• Communicate the services and value-added solutions available on USSD to all internal stakeholders across the bank’s businesses
• Ensure constant communication with aggregators to maximize services offered to drive Airtime and Data
• Regularly liaise with the internal support teams to ensure maximum uptime on USSD

Key Responsibilities
Business and Financial Performance:

• Carry out regular competitive scans to benchmark Ecobank USSD against listed industry competitors
• Completely support onboarding activities and set targets with a view to ensuring maximum success rate and simplified on boarding of customers on USSD.
• Ensure effective delivery of transaction notification on all payments and carry out mandatory monthly revenue assurance
• Ensure all transaction disputes on Airtime and Data on mobile channels are properly resolved within stipulated TAT and industry timelines.

Process, Control and Operational Performance:

• Promote high ethical and integrity standards, and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controls
• Utilize the internal control system in place to minimize operational losses and monitor its adequacy and effectiveness

Customer Excellence:

• Drive customer service excellence
• Establish and sustain a customer-centric business culture, leveraging on technology
• Ensure high customer satisfaction as measured and monitored through Customer feedback surveys

Experience and Qualifications

• Bachelor's Degree or its equivalent is required at the minimum
• Minimun of 3 years Experience
• Basic Knowledge of the digital/payment space
• Basic Knowledge of Excel and PowerPoint Skills,

Capabilities and Personal Skills:

• Tech Savvy
• Strategic thinking
• Leadership skills
• Reporting and Analytical skills
• Presentation skills
• Strong interpersonal, influencing and communication skills

Job Requirements:

• Customer Satisfaction
• Analytical Skill
• Presentation Skill
• Customer Service
• Communication Skill
• Strategic Thinking
• Powerpoint

Application Closing Date
Not Specified.