This role is responsible for the day-to-day back-office management of Digital Financial Services DFS agents and merchants, ensuring smooth and efficient operations. It encompasses developing and implementing standardized procedures, managing second-level escalations related to customer complaints and system outages, and maintaining accurate records for retail trade partners.
Essentially, this role acts as a critical link between the field operations, technology, and customer service teams, ensuring a seamless experience for DFS agents, merchants and end-users.

Key Responsibilities

Implement daily routines for back-office administration of the agents/ merchants support
Develop process and procedures to ensure efficient management of agents/ merchant’s operations
Manage second level escalations team on issues related to Customer complaints, emerging issues on the product & services and major system outages for follow-through and feedback to all relevant teams.
Track and maintain records for applications and other documents for retail trade partners.
Develop SLAs with shared services sections and ensure adherence to the set standards
Propose and implement changes to processes and procedures for DFS operations.
Coordinate training for DFS to retail & business partners.
Provide management updates on all customer, agents and merchants issues affecting the product/platform with action plans on the resolution.
Liaison between different partners and parties in the resolution of all customers, agents and merchants facing issues.
Provide effective management of all escalated issues
Publish monthly assessment reports on all issues that affect the product, customer supporting team and the customer.
Manage customer support systems ensuring they operate optimally.
Drive common understanding of process initiatives across Operations through awareness & communication methodology.

Qualifications