Channel Support Officer& Airtime/Data
Workforce Group
Lagos, Lagos, Nigeria
3d ago

JOB DESCRIPTIONJOB TITLE : Channel Support Officer, Airtime and DataJOB PURPOSE To support the USSD Channel Manager to drive sales, product uptake and channel utilization as it relates to airtime and data on all digital channels (USSD, Mobile App and Ecobank Online) JOB SUMMARYThe Channel Support Officer for Airtime and Data is responsible driving growth of Airtime and Data on all digital channels.

The Support Officer is solely responsible for devising initiatives to drive the volumes, values and revenue of Airtime and Data.

This role also deals with pushing sustainable capabilities to create stickiness in the customer’s lifestyle.The Channel Support Officer for Airtime and Data 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 Airtime and DataCommunicate 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 Airtime and DataRegularly liaise with the internal support teams to ensure maximum uptime on USSDKEY RESPONSIBILITIES Business and Financial performance Carry out regular competitive scans to benchmark Ecobank 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 Airtime and Data on mobile channels 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 EXPERIENCE & QUALIFICATIONSBasic Knowledge of the digital / payment spaceMinimun of 3 years ExperienceBachelor’s Degree or its equivalent is required at the minimumBasic Knowledge of Excel and PowerPoint Skills,CAPABILITIES & PERSONAL SKILLSTech SavvyStrategic thinkingLeadership skillsReporting and Analytical skillsPresentation skillsStrong interpersonal, influencing and communication skills.

Skillset Required : Customer Satisfaction, Analytical Skill, Presentation Skill, Customer Service, Communication Skill, Strategic Thinking, Powerpoint

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