Unit Head, Business Support and Customer Service at Interswitch Financial Inclusion Services Limited (IFIS)

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 Senior Management position below:

Job Title: Unit Head, Business Support and Customer Service

Ref: ES0107
Location: Nigeria

Job Description

• Reporting to the Head, Network Operations, the successful candidate will have primary responsibility for ensuring the provision of world class service to agents, bank and MMO/Telco partners and onward to end-users.
• This role encompasses oversight of outsourced relationships to ensure IFIS system gets the best hosting, service management, service improvement and infrastructure development attention.
• The role will also provide supervision for call centres.

Key Responsibilities will be to:

• Ensure that the IFIS operation provides world leading service delivery to its agents, bank and MMO/Telco partners and onward to end users.
• Ensure agents are well equipped once on-boarded and that the necessary marketing collaterals are provided.
• Design, implement and meet best practice customer feel-good performance measures and ensure there are robust systems in place to track and report on these.
• Promote positive change and effectively manage the change implications associated with implementation of initiatives.
• Understands key business functions within Call Centre and communicates to the rest of the business.
• Design, implement and meet best practice customer feel-good performance measures and ensure there are robust systems in place to track and report on these.
• Track Call centre service performance via mystery shopping, complaint and call record machine
• Actively build relationships, learn and understand more about the business, its customers, with the view of providing ongoing feedback to key stakeholders.
• Monitor liquidity metrics (limits set by the regulators or limits/guidelines set internally) for agents, super-agents and partner chains the Organization services.
• Develop a rapport with super-agent cluster owners.

Key Requirements

• A good first degree or its equivalent from a reputable institution.
• A minimum of five (5) years' experience in leading and managing teams involved in sales, regional expansion and/or customer business development.
• Good understanding of CBN requirements for agent operations.
• Proven understanding of customer service.
• Proven leadership/ supervisory skills.
• Good knowledge of management, operational and supporting processes.

Employee Value Proposition

• IFIS provides a dynamic, flexible, and innovative environment for self-starters that are passionate and excited to shape the future.
• IFIS also invests heavily in her employees by providing cutting edge training and development opportunities comparable with leading global payment processing firms.
• Our reward packages are designed to meet the needs of our geographically diverse workforce. This includes: competitive compensation, annual performance bonus and profit sharing that rewards you for your individual contribution to our business targets and share ownership schemes which link your reward to IFIS's longer term performance.
• Successful candidates for this role will work in a multi-disciplinary team and will require good IT, sound interpersonal, communication and presentation skills, combined with excellent organisation and team working skills, a drive for excellence and a passion for success.

Application Closing Date
31st July, 2015.

How to Apply
Interested and qualified candidates should send their current curriculum vitae (prepared as a Microsoft Word document, and saved with your full names) to: [email protected] please quote the reference number as the subject of your e-mail

Note: All applications will be treated in strict confidence. Only short-listed candidates will be contacted.