Reporting to the Manager, Customer Value Management Support, the job holder manages last-mile support for key merchant accounts and oversees customer and product support across the DFS portfolio, which interfaces with branches, subsidiaries, corporate services, and bancassurance. This involves service management, platform delivery, demand management, issue resolution, and working with training managers to deliver comprehensive product training to both bank staff and key merchants. The role requires a blend of customer service excellence, technical expertise, and proactive stakeholder engagement, ensuring digital financial solutions meet business needs while driving service quality, product adoption, and customer satisfaction.
Key Responsibilities; –
- Support of key merchant accounts: Oversee last-mile support for key merchant accounts and customers across the banks digital product portfolio, with a focus on Digital Financial Services (DFS), ensuring smooth service delivery and timely issue resolution.
- Key account engagement: Develop and maintain strong relationships with key merchant accounts, acting as their primary point of contact for support and escalations ensuring their specific needs such as integration support are met through personalized support and services as to achieve target NPS and CES scores.
- Service management: Oversee the successful delivery and integration of DFS platforms, ensuring usability for branches, subsidiaries, corporate services, bancassurance, and key merchants. Additionally, provide support to branches in assisting their customers, while managing expectations and timelines effectively.
- Customer support and issue resolution: Act as the escalation point for complex customer, merchant and agent issues, ensuring prompt troubleshooting and resolution to maintain high levels of satisfaction and loyalty in collaboration with the branch network and customer experience.
- Platform Performance Monitoring: Continuously monitor DFS platform performance, ensuring stability, availability, and proactively addressing issues before they affect key accounts and customers.
- Product awareness and training: Work with training managers to design and deliver tailored training programs for both bank stakeholders including customer experience, operations, retail and corporate as well as the key merchant accounts ensuring they are equipped with in-depth product knowledge and operational skills.
- Ecosystem liaison: Collaborate with the vast ecosystem of branch network, key merchant accounts, and partners to promote and increase adoption of new digital products while enhancing the customer experience.
- Product usability testing: Actively participate in system integration testing (SITs) and user acceptance testing (UATs) for all DFS products and solutions, ensuring alignment with product design and that all customer support requirements are properly identified and addressed.
- Stakeholder management:Work closely with internal teams, third-party vendors, and key merchants to ensure service delivery aligns with business objectives. Keep all stakeholders informed and aligned and ensure support cases are resolved within a 24-hour SLA.
- Market Surveys:Conduct market surveys to assess the performance of digital products with key accounts (KAs) and customers, providing feedback to the product development and growth teams for potential enhancements.
The Person
For the above position, the successful applicant should have the following:
- Bachelor’s degree.
- Professional qualification/Membership of a Relevant Professional Body is an added advantage.
- Master’s degree in Business Administration (MBA)/ Computer Science / Statistics is an added advantage.
- 4 years’ work experience in the same or related role, with at least: –
- 4 years’ experience in a similar organization.
- 2 years’ experience in management is desired.
- 3 years’ experience in Customer Support.
- 2 Years’ experience in Digital financial services.
- 2 years’ experience in Training and development is desired.
The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.
To be considered your application must be received by Friday 18th October 2024
Qualified candidates with disability are encouraged to apply.
Only short-listed candidates will be contacted.
