Unit Head, Agent Management and Operations at InterSwitch
Our client, Interswitch Financial Inclusion Services Limited (IFIS), is a newly established subsidiary joint venture between Beyond Branches, Growing Businesses Capital and Interswitch Limited. The Company was established to ensure increased agent activity in the delivery of financial and related value adding services outside the traditional channels, through additional financial access points within Nigeria and across Africa.
To support its objectives of growth and sustained profitability, IFIS is looking for result oriented, passionate, performance driven and innovative leaders to fill the following senior management positions: (ES0106) Reporting to the Head, Network Operations, the successful candidate will ensure uninterrupted running of the back-end operations of IFIS. He/she will be responsible for managing agents across regions, monitoring transaction ticket volumes, as well as ensuring effective back-end operations at call centres. Key responsibilities will be to: • Ensure the call centre works well (needed software and hardware, info forwarding to FSS and appropriate units for action) whilst also projecting the Organization's brand image in every customer interaction. • Trains and re-trains agents and FSS. • Ensure compliance with internal rules, of partner contracts and of regulator expectations. • Promote positive change and effectively manage the change implications associated with implementation of initiatives. • Effectively manage relationships with key services providers (internal and external). • Actively build network, learn and understand more about the business and its customers whilst also providing on-going feedback to key stakeholders. Key Requirements • A good first degree or its equivalent from a reputable institution. • A minimum of five (5) years' experience in operations, customer care or support in an MMO, Bank, MFI or FMCG. • Excellent customer service skills. • Good knowledge of management, operational and supporting processes.
To support its objectives of growth and sustained profitability, IFIS is looking for result oriented, passionate, performance driven and innovative leaders to fill the following senior management positions: (ES0106) Reporting to the Head, Network Operations, the successful candidate will ensure uninterrupted running of the back-end operations of IFIS. He/she will be responsible for managing agents across regions, monitoring transaction ticket volumes, as well as ensuring effective back-end operations at call centres. Key responsibilities will be to: • Ensure the call centre works well (needed software and hardware, info forwarding to FSS and appropriate units for action) whilst also projecting the Organization's brand image in every customer interaction. • Trains and re-trains agents and FSS. • Ensure compliance with internal rules, of partner contracts and of regulator expectations. • Promote positive change and effectively manage the change implications associated with implementation of initiatives. • Effectively manage relationships with key services providers (internal and external). • Actively build network, learn and understand more about the business and its customers whilst also providing on-going feedback to key stakeholders. Key Requirements • A good first degree or its equivalent from a reputable institution. • A minimum of five (5) years' experience in operations, customer care or support in an MMO, Bank, MFI or FMCG. • Excellent customer service skills. • Good knowledge of management, operational and supporting processes.
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