Customer Operations Manager

Role: Management

Reports to: CEO

Career Level:  Managerial Level: at least 3+ years’ Proven work experience as a Customer Operations /Support Manager. Working at the Fin-tech or Financial Sector is Advantageous

 Employment Type: Full time

 Salary: Competitive and commensurate with experience

About Us:

YaYa Payment Instrument Issuer S.co (YaYa Wallet), we are revolutionizing the FinTech industry with innovative solutions that empower individuals and businesses to achieve financial success. Our cutting-edge technology and dedication to excellence have positioned us as leaders in the field, driving meaningful change in how people manage their finances.

Essential Responsibilities:

?        Periodically identify all existing and new products of mobile money

?        Research the company’s  ideal customer base to discover their unique needs and preferences, and then develops a product strategy

?        Propose which products and services as well as when and how the company need to incorporated them

?        Develop, revise fee structure and propose to the Management,

?        Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development.

?        Aggressively acquire potential customers and partners and maintain accordingly.

?        Recruit potential agents for the company

?        Perform complex operational and customer support initiatives within Operations functional area.

?        Lead customer operations support and management.

?        Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service.

?        Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives.

?        Interpret and develop standards and goals for customer service

?        Collaborate and consult with leadership, internal partners, relationship managers, and colleagues to ensure customer satisfaction.

?        Manage allocation of people and financial resources for customer service.

?        Mentor and guide talent development of direct reports and assist in hiring talent.

?        Provide feedback and present ideas for improving or implementing processes and customer support.

?        Assist staff, managers, and colleagues and provide guidance and interpretation of policies and procedures

?        Manage customer contracts and procurement relationships.

?        Manage customer communications and follow-up.

?        Interact directly with external customers

?        Coordinate stakeholder and customer meetings and ensure all relevant materials are prepared

?        Prepare internal and external corporate documents for team members and industry partners.

?        Prepare annual operation plan of the company as well as the department’s budget and activity plan

?        Follow-up the reports of operation team summarize and present to the concerned parties.  

?        Prepare and submit periodic reports to the management (CEO)

?        Maintain an organized filing system of paper and electronic documents.

?        Work hand in hand with tech team.

Essential Skill Requirements

The individual must possess the following knowledge, skills and abilities to perform the essential functions of the job using some other combination of knowledge, skills, and abilities:

• Good knowledge of mobile money business, products and services
• Strong Customer Acquisition Skill
• Strong Acquired Customer Maintaining Skill
• Excellent Follow-Up Skill
• Strong Business Communication Skill
• Strong Team Handling Skill
• Thorough understanding of customer support techniques
• Self-motivated with a results-driven approach
• Aptitude in delivering attractive presentations
• Excellent Research skill
• Good analytics skill

How To Apply

Apply  Only Via this Link:      https://erp.yayawallet.com/jobs/apply/customer-operations-manager-18