Manager - Customer Support, Commercial at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Manager - Customer Support, Commercial

Job Identification: 1774
Location: Victoria Island, Lagos
Job Category: MTN Level 3
Job Schedule: Full time
Reports To: Head Banking Operations
Division: MoMo Payment Service Bank

Description

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of Customer escalations management strategies and propose and offer suggestions for improvements
• Ensure queries and complaints on merchant, customer and agent setup on relevant portals are addressed under agreed SLAs
• Collaborate with CR and continuously improve relationship between the first line and the Back office
• Constantly checking the turnaround time for main agent, merchant and customer queries in collaboration with CR team
• Develop and implement training programs to build capability and alignment on MoMo products and processes for all stakeholders
• Input into Products and Services Testing, Support and Implementation
• Ensure support to MoMo distribution and GTM teams on all agents/merchant related complaints is provided 
• Prepare and timely share all relevant Fintech reports for internal and external stakeholders
• Other tasks and duties, as assigned

Educational Qualifications

• First Degree in any related discipline or its equivalent in area of specialization
• Relevant post graduate qualification is an advantage

Experience:

• 6 - 13 Years' experience including:
• Experience in back office operations & support is mandatory
• Experience in Fintech, banking or Mobile Money industries is preferred 
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred 

Application Closing Date
19th December, 2022; 18:00