To deliver outstanding customer service and support, the incumbent will be responsible for addressing inquiries, resolving issues, and ensuring customer satisfaction. This role requires a proactive approach, strong communication skills, and the ability to handle high-pressure situations with professionalism. Key responsibilities include responding to customer requests via phone, email, or chat, troubleshooting technical issues, and escalating complex problems to the appropriate teams when necessary. Additionally, the position involves maintaining accurate records of customer interactions, tracking service requests, and contributing to continuous improvement through feedback and process refinements. The ideal candidate must possess a minimum of two years of relevant experience in a customer support or service-oriented role, along with proficiency in CRM software and a strong problem-solving aptitude.
To consistently expand branches, Agent Managers, Agents, Accounts Volume, and Transactions Volume in alignment with established KPIs.
Oversee and execute core responsibilities associated with the role, including [specific tasks, e.g., developing strategic plans, managing cross-functional teams, analyzing market trends]. Ensure adherence to organizational policies, quality standards, and regulatory requirements while maintaining high levels of efficiency and accuracy. Collaborate with stakeholders to identify opportunities for improvement and implement solutions that drive operational excellence. Provide regular updates to leadership on progress, challenges, and key performance indicators to support data-driven decision-making. Foster a culture of accountability, innovation, and continuous growth within the team.
Develop and implement strategies to enhance the visibility and recognition of Hope PS Bank’s products and services among target audiences.
Prospecting and promoting potential retail markets or clusters to Agents and for account acquisitions.
Facilitate the planning and execution of sales/cluster STORMS and additional retail sales campaigns.
Motivating Agents and Agent Managers to consistently achieve their predetermined objectives.
Professionally resolving customer inquiries and concerns in a timely and efficient manner is a key responsibility. This role involves addressing and rectifying issues reported by customers to ensure their satisfaction and maintain a positive experience. Strong problem-solving skills and a customer-centric approach are essential to identify root causes and implement effective solutions. Excellent communication abilities are required to clearly convey resolutions while maintaining a professional and empathetic demeanor throughout interactions.
Support the execution and oversight of current marketing and promotional initiatives.
Responsibilities include recruiting, onboarding, and managing agents to ensure alignment with organizational goals and performance standards. This role involves identifying and attracting qualified candidates, facilitating their seamless integration into the team, and providing ongoing support and leadership to optimize their productivity and engagement.
Oversee the registration process for agents, establish their set-up requirements, and ensure cohesive branding and promotional strategies are implemented to enhance visibility and engagement.
Serve as a liaison facilitating communication and coordination between the bank and the agent or agent managers.
Execute various ad hoc tasks as directed by the Regional Head, ensuring timely and accurate completion while maintaining alignment with organizational objectives.
Performs additional duties as assigned by management from time to time.
Experienced professionals dedicated to fostering growth and development through structured educational initiatives, this role involves designing, implementing, and overseeing comprehensive training programs tailored to enhance workforce skills and organizational capabilities. These programs encompass a variety of formats, including workshops, seminars, e-learning modules, and hands-on coaching sessions, ensuring accessibility and engagement for diverse learning styles. Responsibilities include assessing training needs, developing curriculum in collaboration with subject-matter experts, and evaluating program effectiveness to drive continuous improvement. Candidates must possess a bachelor’s degree in education, human resources, or a closely related field, alongside at least three years of relevant experience in instructional design or corporate training, with a proven track record in delivering measurable outcomes. Strong communication, project management, and facilitation skills are essential to engage stakeholders at all levels and foster a culture of lifelong learning within the organization.
A bachelor’s degree or higher in any field is required.
A strong command of the necessary skills for effective job performance is essential, including proficiency in specific technical and interpersonal competencies. Candidates should possess a comprehensive understanding of key functions and demonstrate the ability to apply relevant expertise in practical settings. Additionally, strong analytical thinking, problem-solving capabilities, and a commitment to continuous learning are highly valued for this role. Familiarity with industry-specific tools, methodologies, and best practices is also required to ensure optimal performance and contribution to the team.
Agent Network Management involves overseeing the development, coordination, and performance of a network of agents to ensure optimal service delivery and operational efficiency. This role requires strong leadership and interpersonal skills to motivate and guide agents, along with analytical abilities to assess performance metrics and identify areas for improvement. Responsibilities include recruiting and training new agents, setting performance targets, monitoring compliance with company policies, and addressing any operational challenges. Additionally, the position entails fostering collaboration between agents and other departments to enhance overall productivity and customer satisfaction.
Experienced professionals with a strong background in sales and product distribution are sought for this opportunity. Proficiency in driving revenue growth and managing end-to-end product lifecycle logistics is essential. Candidates should possess a track record of successfully expanding market reach, optimizing distribution channels, and ensuring efficient product delivery to meet customer demand.
Proficient in retail operations, product knowledge, and the intricacies of MSME businesses.
Proficient understanding of the Agency Banking ecosystem is essential. Familiarity with its operational frameworks, key stakeholders, and technological integrations is required. A solid grasp of regulatory compliance, transaction flows, and service delivery models within this domain is also necessary.
Collaborative professional who excels in a cooperative environment, actively contributing to team objectives and fostering a positive work culture through effective communication and mutual support.
Proficient in leveraging social networking platforms to enhance engagement, expand reach, and foster connections with diverse audiences.
Seeking candidates with a proven track record in the relevant field, demonstrating at least [X] years of hands-on experience in [specific tasks or industries]. The ideal applicant will have successfully managed [specific projects, teams, or responsibilities], showcasing expertise in [key skills or tools required]. Familiarity with [specific methodologies, frameworks, or technologies] is essential, along with a strong ability to [specific competency, e.g., problem-solve, lead initiatives, or analyze data]. Prior experience in [industry or sector] is highly advantageous.
With at least two to three years of hands-on experience in the Mobile Money, FMCG, Telcos, and Aggregators industries, candidates should demonstrate a strong understanding of these sectors.
We invite you to submit your application through our designated application method. Kindly follow the outlined procedure to ensure your materials are processed efficiently. Include all required documents and details as specified to facilitate a smooth evaluation of your candidacy. Should you have any inquiries regarding the submission process, do not hesitate to reach out for clarification.
Interested and eligible candidates are encouraged to submit their CVs to recruitment@hopepsbank.com, with the role clearly indicated in the subject line of the email.
Qualifications
BA/BSc/HND
Experience Required
2 - 3 years
