Customer Service Business Partner at PalmPay Limited

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Customer Service Business Partner

Location: Lagos
Department: Customer Service
Reports To: Head of Customer Service/Customer Experience Manager

Job Summary

• The Customer Service Business Partner (CSBP) acts as a strategic bridge between the Customer Service department and other business units.
• This role ensures that customer service operations, processes, and insights align with the organization’s overall objectives.
• The CSBP drives continuous improvement in performance, process efficiency, and customer satisfaction through data analysis, collaboration, and strategic planning.
• The Customer Service Business Partner ensures that customer service performance, processes, and cross-functional partnerships effectively drive business growth, operational efficiency, and customer satisfaction.

Key Responsibilities
Business Alignment & Strategy:

• Partner with business units to align customer service objectives with corporate goals.
• Provide insights and strategic recommendations to enhance customer experience and operational performance.
• Contribute to planning and budgeting for customer service initiatives.

Performance Management:

• Monitor and analyze key customer service metrics (e.g., response time, resolution rate, CSAT, NPS).
• Identify trends, performance gaps, and opportunities for improvement through data-driven analysis.
• Develop and implement actionable plans to enhance service delivery and efficiency.

Process & Policy Management:

• Review and optimize Standard Operating Procedures (SOPs) for efficiency, consistency, and compliance.
• Support change management initiatives affecting customer service operations.
• Collaborate with Quality Assurance and Training teams to uphold high service standards.

Stakeholder Engagement:

• Serve as a liaison between Customer Service and other departments (e.g., Product, Risk, Operations, Marketing).
• Represent the voice of the customer in business discussions and product development.
• Facilitate effective cross-functional communication and collaboration.

Reporting & Analysis:

• Prepare and present regular performance reports and business insights to management.
• Track and communicate key customer trends and their impact on service KPIs.

Capability Development:

• Identify skill gaps within the team and collaborate with Learning & Development to deliver targeted training.

• Promote a customer-centric culture and champion service excellence across the organization.

Compliance & Risk Management:

• Ensure full adherence to company policies, procedures, and regulatory standards.
• Identify and escalate potential risks impacting customer trust or satisfaction.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Management, Communications, or a related field.
• 3–5+ years of experience in Customer Service, Business Operations, or a similar role.
• Strong analytical, communication, and stakeholder management skills.
• Proficiency in Microsoft Excel, PowerPoint, and data visualization tools.
• Experience in a fintech or digital service environment is an added advantage.
• Customer-focused, proactive, and results-oriented mindset.

Core Competencies:

• Strategic thinking and business acumen
• Process improvement and data-driven decision-making
• Collaboration and influence
• Customer orientation and problem-solving
• Accountability and adaptability.

Application Closing Date
Not Specified.