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Head of Customer Operations at FairMoney Nigeria

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position of:

Job Title: Head of Customer Operations

Location: Lagos
Employment Type: Full time
Department: Operations

Roles and Responsibilities

  • Oversee the delivery of a seamless high quality service across all customer facing teams.
  • Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation.
  • Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys).
  • Look at ways to reorganise and improve operational area.
  • Provide inspirational leadership to our service teams.
  • Contribute to training and development of the team.
  • Consider and evaluate different approaches of working.
  • Drive service excellence with a focus on achieving continuous improvement
  • Define and deliver the operational strategy.
  • Streamline business processes to enhance efficiency.
  • Oversee our technical support, customer service, quality management and business support teams through an existing management structure.

Day to day responsibilities for the team:

  • Direct and manage all the customer service activities
  • Direct, manage and monitor the overall performance of the customer services team
  • Effective liaison, support and assistance between customer services department and rest of organisation
  • Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
  • Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
  • Development of plans for customer services activities to include customer management to achieve satisfaction targets
  • Support to all other departments with customer service and related issues
  • Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
  • Reporting (content and format as agreed) on a monthly basis or as otherwise required
  • Developing plans for team activities to include strategy to achieve agreed targets
  • Delegate authority and responsibility to team with supervision, accountability and review
  • Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
  • Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
  • Maintain accurate customer service records
  • Control expenses to meet budgetary controls
  • Adhere to all organisation policies and procedures
  • Interact and co-operate with all members of the organisation, its suppliers and clients/customers

Requirements

  • 10 years experience in a similar role within a dynamic, technology led business
  • Experienced in leading multiple customer facing teams.
  • Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment.
  • Demonstrable leadership & change management skills.
  • Ability to influence others to get results; including using appropriate standards of business communication (written/verbal).
  • Ability to plan and organise a sizable workload Effective interpersonal skills – including approachability to all levels of internal/external contacts
  • Evidence of working at senior level within a growing business
  • Ability to work both strategically and operationally.
  • Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
  • Strong interest in improving the knowledge & skills of others
  • Excited by the Internet and emerging technologies
  • Adaptable and able to grow with the business

Benefits

  • Private Health Insurance
  • Pension Plan
  • Training & Development

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Recruitment Process

  • A screening call with the Senior Recruiter ~30 minutes
  • A Case Study ~ 72 hours
  • Technical interview with the hiring manager ~30 minutes
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