MISSION/CORE PURPOSE

Assist in evaluating Non 1st call resolution queries escalated by the front office. Identify problem symptoms and trends for escalation to Mobile Money Operations Manager. Provide back-end support to Field staff. Accurate recording of customer information on the system and routine KYC checks on Mobile Money subscribers. Generate reports on all escalated queries.

CORE RESPONSIBILITIES

Supervisory /Managerial/ Leadership Complexity:

• Conduct regular weekly staff meetings to track staff performance(s), encourage feedback provide minutes of all meetings with staff.
• Build one-on-one relationship with team members.
• Schedule and plan staff annual leave and ensure that approved annual leave are log on the HRIS /Popay and taken on time
• Always ensure strict adherence to the standard operating procedures for mobile money operations
• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions by ensuring that these gaps are covered
• Recommend incentive scheme for hardworking and committed staff

Role Complexity

• It is very important for the person in this role to have a fair understanding of the objectives and nature of the operations in the various technical and commercial functions to be able to effectively provide reliable operational advice and guidance

Creativities (improvement/innovation inherent):

• Proactively propose business solutions for the resolution of potential operational risk
• Use an innovative approach to problems, implement within specified time and quality.
• Propose ways and means to improve customer satisfaction and net promoter score
• Be innovative with regards to the implementation of standard operating procedures (within specified deadlines set)
• Make suggestions to enhance and define the processes for further improvement of services.
• Apply an understanding of which areas of the business need to be included when implementing approved suggestions on improved mobile money services.
• Independent thought and Judgment
• Use of independent thought and judgement in strict alignment with standard operating procedures of the mobile money distribution and operations.
• Independent thought and judgement are based on experience
• Development of business solution to ensure compliance, with actual solution to be approved by the various stakeholders.
• Changes in processes with regards to the implementation of the standard operating procedures etc.

QUALIFICATION AND EXPERIENCE

Education:

• Bachelor’s Degree in marketing, Business / any of the Social Sciences
• Associate Degree or any tertiary diploma in Sales distribution or channel Management
• Relevant Certificates/accreditation/membership with professional bodies, is an added advantage

Experience

• Minimum of three (3) years’ working experience, with proven track record, as a distribution coordinator in a business environment
• Minimum of three (3) years’ demonstrated experience in creating proactive strategies

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of : Leadership ; Innovation ; Relationship ; Integrity ; Can Do & adopt the MTN Vital Behaviours of : Complete Candour ; Complete Accountability ; Active Collaboration; Get-It-Done; for others to follow

Knowledge :

• Knowledge and experience of best practice compliance and governance frameworks, methodologies and emerging practice, compliance monitoring and risk assessments in the context of the Liberian financial services industry
• Previous experience in a Compliance function and dealing with business partners within a compliance context
• Thorough knowledge of the laws and regulations surrounding the Telecommunications and Compliance Service Providers Industry
• Excellent organizational, interpersonal and communication skills
• Excellent presentation skills; and
• Strong decision-making and problem-solving skills.
• Strong computer literacy is essential, particularly across all Microsoft Office package
• Strong English competency
• Ability to establish partnerships and to manage animation teams
• Very good knowledge and presentation skills using MS Excel, MS PowerPoint and other relevant software (for the purpose of producing reports to Senior Management and Partners)

Skills /Other Competencies :

• Proven commercial ability and results driven
• Learning and self-development
• Business analysis with excellent communication and presentation skills
• Appetite for innovation and continuous improvement
• Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player.
• Negotiation skills and influencing skills
• Good organizational skills with strong attention to detail and thoroughness / accuracy in work
• Good oral and written communication skills, able to communicate / interact effectively with people at all levels
• Ability to pay close attention to detail, multi-task, and coordinate various activities simultaneously
• Strong people/teamwork skills, yet able to work independently
• Ability to adapt positively to an ever-changing environment

Behavioural Qualities:

• Analytical Thinker and Problem Solver
• Operational Value Creator
• Culture and Change Champion
• Supportive People Manager and Relationship Manager
• Results Achiever and Operationally Astute
• Passion for e/m-commerce and mobile business

Send your application to: hrvacancy.lr@mtn.com or click the apply button below to apply through the system.