Channel Support Officer, Value Added Services (VAS) at Workforce Group Full Time

Workforce Group is currently looking for a channel support officer for immediate employment. Interested persons are expected to apply. Kindly go through the full details of this position below:

Job Title: Channel Support Officer, Value Added Services (VAS)

Location: Lagos, Nigeria
Employment Type: Full-time

Job Summary

• To support the USSD Channel Manager to drive sales, product uptake, and channel utilization as it relates to Value Added Services (VAS) on USSD

Job Context

• The Channel Support Officer for Value Added Services (VAS) is responsible driving growth of Value-Added Services (VAS) on USSD.
• The Support Officer is solely responsible for devising initiatives to drive the volumes, values, and revenue of Value-Added Services (VAS).
• This role also deals with pushing sustainable capabilities to create stickiness in the customer’s lifestyle.
• The Channel Support Officer for Value Added Services (VAS) is expected to play a critical role to:
  • Regular customer engagement through Emails, SMS Campaigns, WhatsApp messaging and other means available on products offering to drive growth
  • Daily monitoring and tracking of key business-related parameters such as revenue, value, volumes, and users
  • Provide daily reporting on channel usage, adoption, profitability, as may be required by the Channel Manager for Digital Banking
  • Work on devising new initiatives to drive users, volume, values, and revenue on Value Added Services (VAS)
  • Communicate the services and value-added solutions available on USSD to all internal stakeholders across the bank’s businesses
  • Ensure constant communication with aggregators to maximize services offered to drive Value Added Services (VAS)
  • Regularly liaise with the internal support teams to ensure maximum uptime on USSD

Key Responsibilities
Business and Financial Performance:

• Carry out regular competitive scans to benchmark USSD against listed industry competitors
• Completely support onboarding activities and set targets with a view to ensuring maximum success rate and simplified on boarding of customers on USSD.
• Ensure effective delivery of transaction notification on all payments and carry out mandatory monthly revenue assurance
• Ensure all transaction disputes on Value Added Services (VAS) on USSD are properly resolved within stipulated TAT and industry timelines.

Process, Control and Operational Performance:

• Promote high ethical and integrity standards, and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controls
• Utilize the internal control system in place to minimize operational losses and monitor its adequacy and effectiveness

Customer Excellence:

• Drive customer service excellence
• Establish and sustain a customer-centric business culture, leveraging on technology
• Ensure high customer satisfaction as measured and monitored through Customer feedback surveys

Risk Management & Governance:

• Identifying, assessing, monitoring, controlling and mitigating risks as it affects clients’ usage of our channels
• Limit and reduce risk exposures through wide use of controls on digital channels
• Ensure compliance to regulatory requirements as it concerns customer usage of our digital channels

Experience & Qualifications

• Bachelor’s Degree or its equivalent is required at the minimum
• Basic Knowledge of the digital/payment space
• Basic Knowledge of Excel and PowerPoint

Skills, Capabilities & Personal Attributes:

• Tech Savvy
• Strategic thinking
• Leadership skills
• Reporting and Analytical skills
• Presentation skills
• Strong interpersonal, influencing and communication skills.

Job Requirements:

• Customer Satisfaction
• Banking
• Excel
• Communication Skill

Application Closing Date
Not Specified.