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Permanent |
Lagos |
Posted 2 years ago |
JOB TITLE: Head, Service Reconciliation
JOB LOCATION: Lagos
Job Type: Permanent
Department: Group Core Operations
JOB DETAILS:
- To deliver standard business operations services to retain existing customers in relation to reconciliation of internal systems and external partner value delivery information.
Responsibilities
Data Collection & Analysis
- Collate and analyze data using pre-set tools, methods and formats
- Involves working independently.
Operations Management:
- Supervise others working within established operational systems.
Performance Management:
- Respond to personal objectives and use performance management systems to improve personal performance OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal
Solutions Analysis:
- Interpret data and identify possible answers, Involves navigating a wide variety of processes, procedures and precedents
Service Operations:
- Serve as a work leader of day-to-day operations.
Requirements
Behavioral Competencies:
Collaborates:
- Builds partnerships and works collaboratively with others to meet shared objectives, For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others
Customer focus:
- Builds strong customer relationships and delivers customer-centric solutions, For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service
- Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas
Plans and aligns:
- Plans and prioritizes work to meet commitments aligned with organizational goals, For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others
- Makes skillful use of resources and support to deliver efficient, high-quality work
Manages complexity:
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems, For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options
Ensures accountability:
- Holds self and others accountable to meet commitments, For example, accepts responsibility for own work, both successes and failures
- Handles fair share and does not make excuses for problems
- Usually meets commitments to others
Demonstrates self-awareness:
- Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses, For example, seeks and responds to constructive feedback in a positive and professional way
- Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them
Optimizes work processes:
- Knows the most effective and efficient processes to get things done, with a focus on continuous improvement, For example, uses metrics and benchmarks to monitor accuracy and quality
- Takes steps to make methods productive and efficient
- Promptly and effectively addresses process breakdowns
Develops talent:
- Develops people to meet both their career goals and the organization’s goals, For example, shares own experience and expertise with others if asked
- Provides constructive feedback and other support for other people’s development
Drives results:
- Consistently achieves results, even under tough circumstances, For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure
- Focuses on key goals, even during setbacks and obstacles.
Technical Competencies:
Computer skills:
- Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed
Data Collection and analysis:
- Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making
Resource Scheduler:
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
Humanity:
- Service Desk tools
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
- CRM; JIRA; Sharepoint
Knowledge Base tools:
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required Confluence
Interswitch Bespoke Applications:
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required PAYDirect; Caesar; Extraswitch; WebPAY
Postilion Applications:
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
- Postcard; Office; Realtime
Microsoft Suite:
- Applies concepts of knowledge / skill without requiring supervision; also able to provide technical guidance when required
- Excel; Word; Powerpoint
Action Planning:
- Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements
Planning and Organizing:
- Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives
Data Management:
- Works without supervision and provides technical guidance when required on acquiring, organizing, and processing data to fulfill business objectives
Policy and procedures:
- Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives
Review and Reporting:
- Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.
Education
- General Education- University (First Degree)
Experience:
- Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)
- Managerial Experience (1 to 2 years).
Deadline: August 1, 2022