Regional Team Lead, Customer Support, (South East)

<p><strong>Who we are</strong></p> <p><a href="https://moniepoint.com/careers" target="_blank">Moniepoint</a> is an all-in-one financial services platform for emerging markets and the second-fastest growing company in Africa.<br>Since 2019, Moniepoint’s technology has powered over 3 million people, offering personal and business banking, payment, credit and business management tools to help them succeed. Moniepoint processed $182 billion in 2023, and currently processes the majority of the POS transactions in Nigeria.</p> <p><strong>Job Purpose</strong></p> <p>The Regional Team Lead (“RTL”) builds strong relationships with customers and ensures products or services are optimized to receive the highest ROI.&nbsp;</p> <p>The RTL plays a major role in hiring, training and mentoring the offline customer support team across offline channels. He/she is also in charge of implementing policies with internal teams to establish quality customer service that exceeds expectations.</p> <p><strong>&nbsp;</strong></p> <h3><strong>Key Responsibilities</strong></h3> <ol> <li><strong> Team Leadership &amp; People Development</strong></li> </ol> <ul> <li>Line Management: Directly oversee a team of Offline Customer Support Officers &amp; State Team Leads, managing daily workflows and resource allocation.</li> <li>Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.</li> <li>Mentoring &amp; Coaching: Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members.</li> </ul> <ol> <li><strong> Operational Excellence &amp; Strategy</strong></li> </ol> <ul> <li>Relationship Management: Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.</li> <li>Process Improvement: Develop and share best practices to enhance the efficiency and quality of support workflows.</li> <li>Reporting: Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.</li> </ul> <ol> <li><strong> Stakeholder &amp; Project Management</strong></li> </ol> <ul> <li>Cross-Functional Collaboration: Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.</li> <li>Project Oversight: Lead and execute customer support-related events and strategic projects.</li> <li>Field Engagement: Conduct regional visitations across state offices to audit support quality and understand local customer challenges.</li> </ul> <h3><strong>Required Skills &amp; Competencies</strong></h3> <p><strong>Educational &amp; Experience Requirements</strong></p> <ul> <li>Experience: Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth.</li> <li>Education: BSc in any relevant field.</li> <li>Service: Must have completed NYSC.</li> </ul> <p><strong>Technical &amp; Professional Skills</strong></p> <ul> <li>Systems Expert: Advanced proficiency in CRM tools, ticketing systems, and managing high-volume interactions..</li> <li>Tech Savvy: Strong computer literacy with the ability to navigate and troubleshoot multiple technical systems simultaneously.</li> <li>Analytical Skills: Ability to interpret data and translate it into actionable performance reports.</li> </ul> <p><strong>Communication &amp; Interpersonal Skills</strong></p> <ul> <li>Articulate Communicator: Exceptional written and verbal skills, with the ability to explain complex information concisely.</li> <li>Adaptive Personality: A high degree of emotional intelligence to navigate various customer personalities and conflict-resolution scenarios.</li> </ul> <p><strong>Personal Attributes</strong></p> <ul> <li>Strategic Thinker: Highly organized and detail-oriented with the ability to prioritize tasks in a fast-paced digital environment.</li> <li>Empathy-Driven: A deep sense of patience and customer-centricity.</li> <li>Independent &amp; Collaborative: Capable of driving results autonomously while fostering a unified team environment.</li> </ul>