Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose – to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.
We are recruiting to fill the position below:
Job Title: Customer Service Representative
Location: Nigeria
Department: Customer Experience
Employment Type: Full-Time
Sector: Financial Services
Career Level: Grade 3
Reports To: Manager, Customer Care
About the Role
- A customer service representative is responsible for supporting Paga customers, products and services at the frontline, proffer solution to customer’s inquiries, give information and handle complaints regarding organization’s products and services, keep customer satisfaction at the core every decision and behavior.
Primary Responsibilities
- Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
- Follow through on customer queries ensuring prompt resolution and feedback
- Use relevant tools to track cases and meet turn-around-times and other required metrics
- Proactively solicit and avail information to facilitate 90% first call resolution
- Answers calls and respond to emails from customers professionally.
- Provide customer with product and service information.
- Obtain relevant data to handle complaints and inquires.
- Resolves complaints by clarifying issues; investigate and proffer solution.
- Escalate unresolved issues to internal/second level support.
- Up-selling and cross-selling of Paga products and services
- Perform any other duties as assigned by the Manager, Customer Care.
Knowledge and Skill Requirements
- Bachelor’s Degree with a minimum of a 2:1 or its equivalent in a relevant discipline
- Minimum of 1 year relevant work experience.
- Communicates tactfully and effectively both verbally and in writing
- Maintain effective work relationships with team members
- 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.
- Must have completed the mandatory NYSC.
Key Competencies:
- Proficiency in Ms Office – Excel, Word and PowerPoint
- Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Operations Support Specialist
Location: Yaba, Lagos
Department: Customer Experience
Employment Type: Full-Time
Sector: Financial Services
Career Level: Grade 5
Reports To: Team Lead, Operations Support
About the Role
- Paga is seeking to hire an Operations Support Specialist. Are you a person who is passionate about customer experience and satisfaction? Do you like to ensure that your customers are always happy? Love interacting with people and providing everyone you come across with excellent service? Then join our team as an Operations Support Specialist!
- You will carry out second level investigation, resolve escalated complaints by the frontline team, and liaise with other internal support team and 3rd party merchant.
- Incident management and engineering support for platform related issues.
- Manage issues reported by internal staff and gives resolution feedback to both external and internal customers.
Primary Responsibilities
- Ensure prompt and efficient resolution of all logged customer complaints/queries received from the front-line teams in line with agreed service levels.
- Liaise with relevant departments/units to ensure timely and efficient resolution of escalated customer complaints/issues.
- Collate & analyse escalated customer complaints to establish customer behaviour/query trends.
- Escalate all unresolved issues to the line manager and ensure all issues raised are resolved
- Maintain an accurate and up-to-date log of all customer complaints
- Perform first-level analysis of customer query trends for the attention of the Team Lead, Operations Support.
- Prompt management of walk in customer contact
- Provide resolution feedback to customer via phone or email to ensure closure
- Monitor tools and service uptime and performance daily
- Escalate tools and service downtime to engineering team
- Provide weekly service downtime report
- Escalate internal request including reporting tool and incident management for resolution
- Ensure all service request fulfilment and incident management are logged in the CRM
- Prepare/compile agreed periodic activity and performance reports for the attention of the Team Lead, Operations Support.
- Perform any other duties as assigned by the Manager, Customer Care
Knowledge and Skill Requirements
- Bachelor’s Degree with a minimum of a 2:1 in Engineering or in a relevant discipline
- Must have completed the mandatory NYSC.
- Experience: Minimum of 3 years of relevant experience
- Communicates tactfully and effectively both verbally and in writing
- Must be a team player and able to work collaboratively with and through others.
- Good knowledge of Paga products, services and systems.
- Attention to detail and set high standards
- Demonstrated service excellence at a support level.
Key Competencies:
- Initiative
- Self- driven and hardworking
- Organized
- Multitask and manage competing priorities
- Detail oriented
- Good team player
- Flexibility.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: General Manager, Risk & Compliance
Location: Nigeria
Sector: Financial Services
Career Level: Senior Management
Reports To: The Chief Executive Officer
Department: Risk & Compliance
Job Summary
- The General Manager, Risk and Compliance is responsible for overseeing various risk management and compliance functions and ensuring that appropriate procedures, protocols, and strategies are implemented to minimize risk and protect the organization.
- This candidate will be a partner to Leadership to ensure appropriate implementation of risk management and compliance controls while performing governance and oversight activities to assess the business culture and performance related to Risk and Compliance with Enterprise Policies and Standards.
Primary Responsibilities
- To set a risk and compliance framework for the company in line with Paga’s strategy.
- To take overall responsibility for the advice, management and development of Paga’s risk and compliance systems company
- To advise the Management Board in the implementation of risk and compliance matters across the Company.
- To oversee the preparation of compliance reports for the relevant regulatory
- Present to the Management Board monthly and quarterly on risk and compliance issues including any
- To work closely with other members of the Senior Management Team in defining the company’s strategy and planning while considering key risks.
- To manage the Risk & Compliance team and provide leadership and supervision to them and their work.
- To be the responsible individual for all policies on risk and compliance within the Office Procedure Manual, particularly the process of annual review – proposing improvements to manage risk.
- To undertake, oversee or manage as appropriate and propose improvements in all applicable risk and compliance processes.
- To ensure the company strategy, processes and compliance requirements have appropriate risk assessment system and to monitor and ensure the robust management of each individual risks notified under that system.
- To ensure those risks are appropriately populated in the various risk registers and appropriate actions taken to ensure the effective management of risk matter, including consulting the Management Board on high-risk areas, Reputational Risk & complex cases.
- Provide guidance and recommendations on corrective actions or risk mitigation strategies to remediate non-compliant situations to Senior Management.
- Monitor the implementation progress of action plans designed to correct incidents of noncompliance or potential issues in policies, systems.
- To ensure appropriate corrective actions or risk mitigations strategies are implemented fully within the required timeframe.
- To investigate all breaches and near breaches of all regulations.
- To lead the Risk Units partnership with Paga’s Product Management, Application Development and Legal
- To perform Regulatory Compliance Reviews to evaluate and ensure the appropriate identification of regulatory responsibility by the assessment of product functionality and associated controls.
- To provide support and as appropriate facilitate the engagement with Internal Audit, performing pre-audit activities, assisting with management responses, remediation plan development and continued engagement with remediation of issues until closure.
- To participate in the Third-Party Risk Management activities and meetings to help ensure timely closure of outstanding third-party management issues; evaluate third party risk and assist with escalation where needed.
- To support corporate-wide risk initiatives to ensure Paga implements required changes to meet internal and external mandates or certifications (e.g., PCIDSS, ISO27001, Enterprise Business Continuity initiatives, Cyber security efforts).
- To provide oversight on the company’s AML/CFT program, Data protection Program and any other applicable regulatory programs.
- Ensure all applicable risk and compliance training and applicable regulatory awareness training is delivered effectively and to all identified users in accordance with the Management Board requirements, delivering such training personally as appropriate.
- To review the conclusions of the recent externally commissioned consultants’ reports on AML, data protection compliance – to review progress made on implementation and taking appropriate action to complete that process.
- To manage the relationship with our regulators, external auditors, external lawyers, law enforcement and any other applicable external parties.
Requirements
- Bachelor’s Degree in an Analytical Field such as Engineering, Finance, Computer Science, Mathematics, Economics, Legal etc
- At least 10 years relevant work experience
- Knowledgeable in technology
- Experience in a highly regulated environment.
- Knowledge of risk management, Information Security, Cyber Security, Business Continuity, and Auditing.
- Must have completed the mandatory NYSC
- Previous experience in a risk management role within financial services ideally within a platform and product led environment
- Excellent knowledge of industry best risk management practice.
- Ability to understand and articulate the commercial benefits of effective risk management
- Makes commercial business decisions and is resilient in the face of resistance.
- Works collaboratively with Management Board and Senior Management to resolve conflicts to acceptable outcomes for all.
- Judgement to balance commercial and compliance risks to achieve positive outcomes.
- Ability to work with the business to achieve its goals within the relevant regulatory regimes.
- Proven “people skills” in terms of recruiting, appraising, developing, and motivating staff.
- Proven ability to deal with confidential matters and with discretion.
- Excellent relationship management and influencing skills
- Ability to build supportive relationships with different groups across the firm and externally.
- Ability to analyse, present and report risk management data to senior stakeholders
- Provides strong leadership, mentoring and coaching within the team to develop skills and expertise.
- Ability to adapt and respond to change.
Key Competencies:
- Initiative
- Take ownership for workload and is proactive in approach
- Multitask and manage competing priorities
- Flexibility
- Strong communication skills
- Demonstrate sufficient self-awareness to identify personal strengths and areas for development
- Ability to analyse and problem solve
- Professional manner
- Attention to detail.
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by people assigned to this job.
- They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
- All personnel may be required to perform other responsibilities in addition to those specified from time to time, as needed.
- We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
- Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
- We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices
- Our people are all equally gifted in unique ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours, Are you ready to inspire us with your ideas?
- We encourage all applicants to apply and does not practice any discrimination in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the urgency of the position, we have the right to recruit a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for interview
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