JOB DESCRIPTIONJob Title : Channel Support Officer, Value Added Services (VAS) JOB SUMMARYTo 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 growthDaily monitoring and tracking of key business-related parameters such as revenue, value, volumes, and usersProvide daily reporting on channel usage, adoption, profitability, as may be required by the Channel Manager for Digital BankingWork 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 businessesEnsure 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 USSDKEY RESPONSIBILITIES Business and Financial performance Carry out regular competitive scans to benchmark USSD against listed industry competitorsCompletely 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 assuranceEnsure 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 controlsUtilize the internal control system in place to minimize operational losses and monitor its adequacy and effectivenessCustomer Excellence Drive customer service excellenceEstablish and sustain a customer-centric business culture, leveraging on technology Ensure high customer satisfaction as measured and monitored through Customer feedback surveys Risk Management & GovernanceIdentifying, assessing, monitoring, controlling and mitigating risks as it affects clients’ usage of our channelsLimit and reduce risk exposures through wide use of controls on digital channelsEnsure compliance to regulatory requirements as it concerns customer usage of our digital channels Experience & QualificationsBasic Knowledge of the digital / payment spaceBachelor’s Degree or its equivalent is required at the minimumBasic Knowledge of Excel and PowerPoint Skills, Capabilities & Personal attributes Tech Savvy