Job Description – Orange Money Liberia
Job title: Customer Experience and Back Office Manager

About us:

Orange Money Liberia is a financial institution providing an innovative, mobile phone-based payment system that allows customers to carry out simple banking operations and transactions in total security. It does not require a bank account.

Main Responsibilities & Accountabilities:

1. Management and supervision of Back Office and Call Center activities

• Ensure that partners (Super agents, agents, merchants, NGO..)/bulk creation/on boarding/modification are done in accordance with internal requirements and within agreed turn-around time
• Ensure all service requests and complaint from customers and partners (Pin reset, reversal, checking statements, retrieval, upgrade, verification…) are resolved within agreed turn-around time
• Develop and implement daily routines for Back Office and Call Center administration to support distribution and sale departments
• Coordinate training and required engagement for OM team, Corporate & Business partners
• Ensure that Operational processes & policies are in place and followed by the team
• Ensure proper electronic or physical keeping/ archival of the partners on boarding documents in collaboration with the compliance department
• Analysing Call Center and Back Office statistics and adjusting processes to meet or exceed goals
• Ensure full support and implication of Back Office and Call Center team for a quick and smooth implementation of all the OM projects, products, service, promo and offers
• Design and review the policy and procedures for Back Office and Call Center activities
• Ensure and support the implementation of OM Compliance Program and Tolerance Zero towards corruption including AML/CFT requirements

2. KPIs, reporting, measurement and prospective of Back Office and Call Center

• Ensure daily, weekly and monthly reporting of Back Office and Call Center activities
• Report alerts, information/suggestions received from partners and customers to the appropriate hierarchy/department
• Document processes and logging technical issues, as well as customer and partners compliments and complaints
• Keep informed of industry trends and new CRM technologies

3. Management of the Back Office and Call Center department

• Develop Call Center objectives, keeping profitability and efficiency in mind
• Develop monthly, quarterly and annual Call Center and Back Office objectives and action plans
• Develop, negotiate and monitor Back Office and Call Center budget
• Set and validate the objectives of its employees
• Ensure the development of the skills of its employees
• Organize, lead, coordinate and controls the daily activities of his/her employees

4. Undertakes other duties as requested by the CEO

Critical dimensions of the Job

• Negative impact on the performance of OM
• Deterioration of the company’s brand image
• Non-compliance with Internal and External rules and regulations

Candidate requirements:

• Minimum of Bachelor Degree in Communications, Business Administration, Customer service/experience, or related area and justifying 2 to 3 years of experience as a call center or back office manager or any managerial position
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Knowledge of management principles and familiarity with company products, services, and policies
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com
Deadline for receipt of applications: April 15, 2022 at 5:30 p.m.

Please note the following:

• Only short-listed candidates will be contacted

• Female applicants are highly encouraged to apply.