Channel Support Officer, Value Added Services (VAS) at Workforce Group

Workforce Group is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organizational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders.

We are recruiting to fill the position below:

Job Title: Channel Support Officer, Value Added Services (VAS)

Location: Lagos, Nigeria
Employment Type: Full-time

Job Summary

To support the USSD Channel Manager to drive sales, product uptake, and channel utilization as it relates to Value Added Services (VAS) on USSD

Job Context

The Channel Support Officer for Value Added Services (VAS) is responsible driving growth of Value-Added Services (VAS) on USSD.
The Support Officer is solely responsible for devising initiatives to drive the volumes, values, and revenue of Value-Added Services (VAS).
This role also deals with pushing sustainable capabilities to create stickiness in the customer’s lifestyle.
The Channel Support Officer for Value Added Services (VAS) is expected to play a critical role to:
- Regular customer engagement through Emails, SMS Campaigns, WhatsApp messaging and other means available on products offering to drive growth
- Daily monitoring and tracking of key business-related parameters such as revenue, value, volumes, and users
- Provide daily reporting on channel usage, adoption, profitability, as may be required by the Channel Manager for Digital Banking
- Work on devising new initiatives to drive users, volume, values, and revenue on Value Added Services (VAS)
- Communicate the services and value-added solutions available on USSD to all internal stakeholders across the bank’s businesses
- Ensure constant communication with aggregators to maximize services offered to drive Value Added Services (VAS)
- Regularly liaise with the internal support teams to ensure maximum uptime on USSD

Key Responsibilities
Business and Financial Performance:

Carry out regular competitive scans to benchmark USSD against listed industry competitors
Completely support onboarding activities and set targets with a view to ensuring maximum success rate and simplified on boarding of customers on USSD.
Ensure effective delivery of transaction notification on all payments and carry out mandatory monthly revenue assurance
Ensure all transaction disputes on Value Added Services (VAS) on USSD are properly resolved within stipulated TAT and industry timelines.

Process, Control and Operational Performance:

Promote high ethical and integrity standards, and establish a culture within the bank that establishes and demonstrates to all personnel the importance of controls
Utilize the internal control system in place to minimize operational losses and monitor its adequacy and effectiveness

Customer Excellence:

Drive customer service excellence
Establish and sustain a customer-centric business culture, leveraging on technology
Ensure high customer satisfaction as measured and monitored through Customer feedback surveys

Risk Management & Governance:

Identifying, assessing, monitoring, controlling and mitigating risks as it affects clients’ usage of our channels
Limit and reduce risk exposures through wide use of controls on digital channels
Ensure compliance to regulatory requirements as it concerns customer usage of our digital channels

Experience & Qualifications