Unit Head, Business Support And Customer Service in Lagos, Nigeria

at Human Capital Partners

Customer Service
Minimum Qualification
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female
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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. 



• 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.

Method of Application

Our 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 all roles 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.

To apply, please quote the appropriate reference number as the subject of your e-mail and send your current curriculum vitae (prepared as a Microsoft Word document, and saved with your full names)


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