Job Title: Team Lead, Digital Channels Support
Location: Lagos, Nigeria
Employment Type: Full-time
Job Overview:
The Team Lead for Digital Channels Support is responsible for overseeing the team’s response to customer inquiries, ensuring proper processing of token dispatches, manual reversals, and reviewing uploaded files. This role involves managing service requests like whitelist approvals, wallet requests, and corporate profile updates, as well as onboarding merchants to digital banking platforms. The Team Lead will drive process improvements, provide timely reports, and support the Unit Head in quality assurance and service recovery initiatives.
Key Responsibilities:
- Oversee team responses to customer inquiries, requests, and complaints.
- Guide the team on token dispatch and manual reversals.
- Review manual reversal files for upload to TTUM and Finacle.
- Approve requests including whitelist, First Monie Wallet, IBPS, and card statements.
- Onboard merchants to First Direct 2.0 and Account Xplorer.
- Process corporate profile modification requests.
- Identify process improvements to enhance service delivery.
- Provide regular reports such as GH Monthly, RPA Monthly, and RPA Daily reports.
- Assist in driving Quality Assurance initiatives across the team.
- Ensure timely issue escalation and service recovery.
Qualifications and Experience:
- Bachelor’s degree (B.Sc/HND) in any discipline, preferably numerate.
- Familiarity with electronic banking products is essential.
- Strong analytical skills and willingness to learn.
Application Process:
Interested candidates are encouraged to CLICK HERE apply by April 8, 2025.
Work Location:
Samuel Asabia House, Lagos, Nigeria
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