MTN Nigeria Manager - Customer Support, Commercial Jobs in Nigeria

MTN Nigeria Manager - Customer Support, Commercial Jobs in 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.

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

How to Apply

For more information and job application details, see: MTN Nigeria Manager - Customer Support, Commercial Jobs in Nigeria

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