Manager - Fintech Customer Experience

Dialog Axiata PLC
10 days ago
0 Applied
Expires on: Dec 19 2022

Ref.No 00001498

Description

Entry Requirements

  • Possess a BSc Degree in Management /Marketing/Finance/Statistics/Science
  • Having MBA would be an added advantage
  • Minimum 7 years of experience in the field
  • Sound knowledge in MS Office package
Responsibilities
  • Establishing the merchant servicing frame work and building the merchant servicing team to ensure timely availability of servicing channels.
  • Working with product teams and periodically visiting the merchant touch points and onboarding channels to ensure optimum merchant experience
  • Responsible for analyzing non-performing indicators and managing feedback from all touchpoints and taking corrective action
  • Developing the merchant journeys and processes to ensure a smooth and efficient process for the overall merchant experience
  • Work with cross functional teams and analyzing on data to Identify key opportunities for improving the merchant and customer experience when using the product
  • Working closely with the product owners UI/UX teams to simplify or smoothen the digital customer and merchant experience journey by constantly improving the process and introducing world class tools to digitize and provide superior service.
  • Developing a governance framework with SOPs and SLAs for managing the merchant care for the digital and non-digital merchant while managing to enforce them with key stakeholders in the value chain.
Skills
MS Office
Collaboration
Analytics
Customer experience
Industry Sector