1). Senior Analyst, Customer Intelligence & Reporting
Location: Nigeria
Employment Type: Full-time
Department: Customer Experience
About the role
- Responsible for gathering and analysis of customer behavioral data (reference & transactional) across key service touch points to improve and drive customer relationship management and the overall customer experience in accordance with Paga CX strategy.
Responsibilities
- Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources, and competition benchmarking
- Conduct research and customer satisfaction surveys to analyze and gather data on EMTS’s subscriber trends/behavior and share issues affecting customer satisfaction with the Manager, Customer Experience Management.
- Liaise with the consumer research team to provide the insight required to drive improvement in key CX metrics e.g. NPS, Customer loyalty, CSAT, etc.
- Collaborate with relevant stakeholders to integrate customer behavioral data into the overall Paga CX strategy
- Responsible for providing insight from customer transactional data mirroring both traditional and digital service touchpoints
- Assist in providing data/insight required for customer experience journey mapping and recovery planning.
- Assists with tracking, analyzing, and reporting contact center and agent performance statistics.
- Works with line Manager and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis on key business objectives for activities related to production management, including
- Ensuring the data described above is in a useable format for various levels of management and is distributed in a timely manner.
- Ensuring data/report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure the accuracy of report data.
- Interacting with internal customers to clarify report requests and determine report specifications.
- Document all information related to each report generated (code, process to run the report, exactly how the report is run, metric definitions, calculations, etc.).
- Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Operations.
- Performs other related duties as directed by Manager, Service Operations.
Requirements
- First Degree or its equivalent in a relevant discipline.
- Three (3) to five (5) years of relevant work experience.
- Proficiency in Ms Office – Visio, Excel, Word, and PowerPoint
- Excellent business analysis skills including a wide range of techniques for data and analysis (including process modeling, process mapping, and business requirements specification)
- Communicates tactfully and effectively both verbally and in writing
- Maintain effective work relationships with all stakeholders and 3rd party partners
- Flexibility and adaptability to new instructions and/or dynamic organizational priorities
- Must be a team player and able to work collaboratively with and through others.
- Advanced problem-solving and root-cause identification skills.
- Customer service background will be an added advantage
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should use the link below to apply:
2). Financial Business Analyst
Location: Nigeria
Sector: Consumer Finance
Grade Level: Financial Business Analyst 4 – Grade 8
Report to: Finance Manager, Financial Planning & Analysis
About the Role
- We are looking for a passionate, self-driven and experienced Financial Business Analyst to join our team!
- As the Financial Business Analyst, you will be responsible for managing, developing, and overseeig the financial models and performance KPI in your assigned business unit(s). You will be responsible for analysing and advising business unit heads of their current and future expenditures for maximum ROI and project performance.
- The ideal candidate will be well-versed in financial models, excel formulas and functions, and capable of creating cost-effective budgets for future projects.
- He/She will also be responsible for developing, proposing, and implementing plans to reduce financial risks and lower costs as well as participate in project audits.
Primary Responsibilities
- Assist Finance Manager in monitoring and analysing financial accounts/performance on a monthly, quarterly, and annual basis
- Create financial models to analyse trends, make financial projections, and assess financial risks
- Review and monitor annual budget; prepare quarterly budget review reports
- Develop standardised financial management and reporting tools; create internal control systems to ensure good financial management and enable early detection of fraud or errors
- Grow financial performance of business units through analysis of financial results, forecasts, variances, and trends
- Analyse business unit financial data and create financial models for decision support
- Create recommendations on financial/operational performance of business unit to be presented to management and executives
- Analyse past results, perform variance analysis, identify trends, and make recommendations for improvements
- Work closely with the financial and accounting operations team to ensure accurate financial reporting
- Guide the cost analysis process by establishing and enforcing policies and procedures
- Provide analysis of trends and forecasts and recommend actions for optimisation
- Recommend actions by analysing and interpreting data and making comparative analyses; study proposed changes in methods and materials
- Identify and drive process improvements, including the creation of standard and ad-hoc reports, tools, and excel dashboards.
- Increase productivity by developing automated reporting/forecasting tools
- Conduct comparable analysis and market research to support internal financial analysis
- Maintain a strong financial analysis foundation creating forecasts and models
Knowledge and Skill Requirements
- Bachelor’s Degree with a minimum of a 2:1 in Finance, Accounting or any related field and have a professional qualification (ACCA, ICAN, CIMA) in view
- Minimum of 5 years’ experience in financial analysis
- Proficiency across data, financial and strategy analysis
- Broad experience and knowledge of accounting and reporting standards
- Excellent written and verbal communication skills
- Experience in communicating and influencing senior stakeholders
- Advanced computer software skills, including Excel macros and other accounting packages
- Must have completed the mandatory NYSC
Key Competencies:
- An analytical approach to work
- Commercial and business awareness
- Strong attention to detail and an investigative nature
- Good time management skills and the ability to prioritise
- The capacity to make quick but rational decisions
- Problem-solving skills and initiative
- Ability to streamline functions and passion to learn and grow
- Strong interpersonal skills, including written and oral communication skills
- Comfort dealing with ambiguity and the ability to work independently
- Experience working with, and presenting to, senior executives
- Strong financial modelling experience
- Integrity and high personal ethical standards.
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should use the link below to apply:
3). Territory Sales Executive
Location: Nigeria
Employment Type: Full Time|
Department: Financial Institution
Career Level: Grade 5
Reports To: Regional Manager, West
About the Role
- The Territory Sales Executive (TSE) oversees assigned areas to deliver all commercial targets in their territory.
- The TSE is responsible for assigned team’s sales productivity and directs effort to have overall impact on company results.
- The TSE manages all aspects of running an efficient sales team, including supervising, coaching, disciplining, and motivating direct reports to deliver on sales targets.
Primary Responsibilities
Achievement of commercial targets set for the territory:
- A Territory Sales Executive has ownership for achieving the overall commercial targets set for all areas within their territory. These targets include targets for active agent count, transaction mix, transaction value, transaction volume, among others.
Coaching/Mentoring Agents, PSPs & Aggregators in the assigned territory:
- Train and retrain PSPs & Aggregators under their supervision to ensure that they train agents to expected standard.
- Mentor, coach and provide immediate correction to agents, PSPs, aggregators, and escalate issues to State Managers where applicable.
- Communicate important company updates to the PSPs & Aggregators in their zone and ensuring that the information is understood.
- Assess the activities and performance of PSPs & Aggregators under their supervision and report to the State Managers where applicable
Representing Paga in the assigned territory:
- Verify agent outlet before account is created.
- Conduct agent knowledge assessment, within 4 weeks, after agent is trained.
- Develop and maintain a positive and professional relationship with all agency principals and outlet assistants across their territory.
- Report issues and communicate insights internally to ensure that relevant resources are deployed to strengthen the Paga business in their territory.
Knowledge and Skill Requirements
- Bachelor’s Degree from an accredited university or college
- Experience: Minimum of 2 – 3 years’ experience in FMCG sales
- Must be proficient with Microsoft Excel and other Microsoft Office applications
- Must be able to understand and report issues appropriately
- Strong analytical and problem-solving skills
- Provide outstanding customer service
Key Competencies:
- Strong leadership skills
- Strong interpersonal/communication skills
- Takes initiative and ownership
- Must be self-driven and excited about winning
- Detail oriented
- Flexible: willingness to test ideas quickly and take learnings
- Good interpersonal skills
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should use the link below to apply:
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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