Published
Last 1 week
Last 30 days
Latest 24 hours
Industry
Published
Profession
Industry
Seniority
Call Center Operator Jobs in Nigeria
10
jobs
Workforce Group
Head Of Bank Operations
Lagos, Nigeria
Renmoney
Contact Center Advisor
Lagos, Nigeria
Energy Talent Company
Customer Support (Solar)
Lagos, Nigeria
Moniepoint Incorporated
Live Customer Support, Team Lead (Remote)
Lagos, Nigeria
Bukka Hut
Contact Center Agent-Circle Mall
Lagos, Nigeria
Bukka Hut
Contact Center Agent-Jakande
Lagos, Nigeria
Bukka Hut
Contact Center Agent- Ilasa
Lagos, Nigeria
Bukka Hut
Contact Center Agent-Ikoyi
Lagos, Nigeria
Bukka Hut
Contact Center Agent-Ikota
Lagos, Nigeria
Get personalised job alerts directly to your inbox!
Phillips Outsourcing Services Nigeria Limited
Customer Experience Officer / Call Centre Agent
Lagos, Nigeria
Closing: Aug 2, 2024
7 days remainingPublished: Jul 22, 2024 (5 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
Sign up to view job details.
- Minimum of 10 years in relevant experience in a similar position with at least 3 years in a managerial role
- Experience in fintech, banking or financial services is preferred
- Experience working in a global/multinational enterprise with a good understanding emerging market
Competencies:
Functional Knowledge:
- Knowledge of fintech, payment, e-commerce, banking, microfinance ecosystem
- Back office and customer complaints management processes management
- SLA and query handling
- Incident & complaints management
- Customer relationship management
- Stakeholder relations management
- Project planning, organizing and delivery
- Fraud management
Skills:
- Relationship Management
- Analytical thinking
- process mapping
- Continuous improvement
- Data interpretation
- Delivery focused
- Presentation
- Relationship building.
Responsibilities
- Minimum of 10 years in relevant experience in a similar position with at least 3 years in a managerial role
- Experience in fintech, banking or financial services is preferred
- Experience working in a global/multinational enterprise with a good understanding emerging market
Competencies:
Functional Knowledge:
- Knowledge of fintech, payment, e-commerce, banking, microfinance ecosystem
- Back office and customer complaints management processes management
- SLA and query handling
- Incident & complaints management
- Customer relationship management
- Stakeholder relations management
- Project planning, organizing and delivery
- Fraud management
Skills:
- Relationship Management
- Analytical thinking
- process mapping
- Continuous improvement
- Data interpretation
- Delivery focused
- Presentation
- Relationship building.
- The Head of Bank Operations is responsible for customer relationship. The role is responsible to define customer relationship strategy, design processes, facilitate support for internal and external fintech customer, Agents & Merchants and ensure adherence to SLAs, define tools needed for Back-office staff to achieve the objectives.
Key Deliverables
The Head of Bank Operations is accountable to achieve the following objectives
- Manage back-office resources
- Define customer relationship strategy
- Ensure effective implementation of the functional strategy
- Execute complaints and efficient onboarding operations
- Monitor SLAs, process adherence and take necessary corrective actions
- Control execution of shared services contract for call center and social media team
- Deploy first level of control via fraud desk
Strategy Implementation:
- Define and organize the execution of the strategy for customer relationship excellence
- Contribute to strategy definition of the organization
- Align tool and processes with the changing dynamics of the internal and external ecosystem
- Implement best practice for fraud desk and align with internal control and audit
Staff Leadership and Management:
Governance:
- Strategic meetings
- Escalations
- Define and execute projects to achieve objectives of function
- Performance
Reporting:
Operational Delivery:
- Strategy & Analytics, Budgeting, data and Reporting
- Training and Agents, customer, Merchants Support Operations
- Call center operations
- Fraud, Quality and Processes
- Back-office operations
Managerial/ Supervisory Responsibilities:
- Accountable for morale, performance and development of the function’s human capital
- Cascade and socialize wok structure processes to enable adoption by the team
- Coach and monitor direct reports
- Ensure assigned team is led, motivated, and rewarded to achieve KPAs
- Ensure effective management of diversity among personnel in the function
- Identify staff training and development needs and implement necessary actions, in collaboration with HR
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.