Position: Merchant Support
Administrator - MFS
Region: Nairobi
Reporting
to:Agency Administration Manager – Mobile Financial Services (MFS)
Range: R3
Department: Orange Money
Role Purpose: Reporting to the Agency Administration Manager – MFS, handling escalations from the Call Centre as well as daily MFS operations and processes.
Role Purpose: Reporting to the Agency Administration Manager – MFS, handling escalations from the Call Centre as well as daily MFS operations and processes.
Key Duties and Responsibilities
- Provide
support and analysis to aid the Distribution team to ensure they are
equipped to provide quality and efficient merchant management
- Develop
and maintain a database for merchants and Partners created on the mobile
money system or other data repository, as required.
- Troubleshoot
and escalate merchant issues like float, reconciliation, commission
issues; while taking action to resolve them. When required liaise
accordingly with Mobile Money Head of Distribution, Regional Managers,
Territory Managers, and/or Customer Service Frontline & Back Office
Managers.
- Manage
the channel recruitment process from receipt of the applications through
to handing over the creation of merchants in the system with the
Operations Team, inline with the Channel recruitment process
- Manage
the training calendar for the distribution team, notifying the team of
scheduled training and thereafter capturing and maintaining the training
database
- Manage
user account administration and provide all merchant administrators with
the necessary system information and signed off procedure guidelines.
- Complete
the necessary call/email/social media interaction in the system/tool and
document the merchants complaints, issues and subsequent solutions.
- Make
recommendations on policy and procedural changes to improve the Merchants
experience, customer experience, increase revenue and retention, and
decrease operating costs.
- Organize
and conduct trainings to different stake holders
- Prepare
reports and share it with the management
- Actively
participates in team meetings
- Forms
relevant functional relationships at all levels in the organization
- Works
according to Orange Moneys policies and procedures
- Makes
optimal service suppliers and authorities in own area of responsibility
- Undertake
the administration and of the distribution ensuring there is continual
communication between the operations department and the Distribution
department.
Academic
/ Professional Qualifications
- Degree
in Marketing, Business or equivalent.
- 2-4
years relevant experience ( in a sales and distribution and/or operations
role)
- Professional
Skills:
- Strong
Analytical skills – able to assess reports, identify issues, root cause,
and recommend solutions, expert spread sheet skills a distinct advantage
- Adept
in administration demonstrating a deep understanding in the adherence and
formation of processes
- Financial
Management – develop and manage budgets
- Team
player
- Presentation
and communication skills – superior, both written and oral.
Experience in report writing.
How to
Apply
This position is opened to Kenyan citizens only.
This position is opened to Kenyan citizens only.
Application should be sent by latest 22nd July 2016, please provide an updated Curriculum Vitae (CV) including details of your current