FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.
We are recruiting to fill the position of:
Job Title: Lead Payroll Administrator
Location: Nigeria
Employment Type: Full time
Department: Finance
Description
We are looking for an experienced payroll administrator to overview daily payroll operations in our company.
Your primary responsibility will be to issue employee payments, considering deductions and withholdings.
You’ll prepare payroll schedules and records and you’ll contribute to various accounting tasks, such as updating payroll files.
To succeed in this role, you must have strong mathematical skills and knowledge of national and regional laws on payroll and taxes.
You will report to the VP, Finance while working very closely with the People’s department.
Responsibilities
Administer payroll for employees; including basic salaries as well as allowances and bonuses
Review and abide by company policies and procedures
Prepare reports for weekly, quarterly and yearly reviews
Make sure account balances are correct
Resolve payroll errors
Calculate net salaries considering deductions and withholdings
Oversee employee paychecks
Prepare accounting files, records, and schedules
Monitor paid and unpaid leaves
Answer employee questions concerning payroll
Participate in payroll audits
Ensure compliance with governmental laws on payroll accounting and taxes.
Requirements
Proven work experience as a Payroll professional or similar role
No less than 3 years relevant experience (i.e. working on payroll)
Proficiency in Microsoft Office and payroll software programs (experience using SeamlessPayroll is an added advantage)
A screening call with the Senior Recruiter ~30 mins
Technical interview with the hiring manager ~30 mins.
Job Title: Collections Officer – SME
Location: Nigeria
Employment Type: Full time
Department: Risk
Job Description
In this role, you’ll be required to ensure prompt collections of loan repayments, monitor and rehabilitate accounts in arrears through effective and efficient deployment of standard collections & recovery practices aligned with legal framework requirements.
You will also handle customers’ objections and complaints in a professional manner and liaise with respective departments where necessary for prompt resolution.
Responsibilities & Duties
Engage defaulting customers through the telephone, e-mails and other legal means to demand for payments on overdue accounts.
Maintain daily activity logs of number of calls, right party contacts, promises to pay and promises to pay kept.
Verify information of overdue arrears and follow up with calls
Negotiate effective payment plan arrangements & settlement that would prevent the account from rolling forward.
Tracking of Payments by following up on pending promises.
Requirements
University Degree from any related field
2+ years of experience in consumer loans operation directly dealing with delinquent clients and other problem-solving situations
High self-motivation with strong interpersonal skills
A screening call with the Senior Recruiter ~30 minutes
Technical interview with the hiring manager ~30 minutes
Job Title: Head of Customer Operations
Location: Nigeria
Employment Type: Full time
Department: Operations
Roles and Responsibilities
Oversee the delivery of a seamless high quality service across all customer facing teams.
Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation.
Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys).
Look at ways to reorganise and improve operational area.
Provide inspirational leadership to our service teams.
Contribute to training and development of the team.
Consider and evaluate different approaches of working.
Drive service excellence with a focus on achieving continuous improvement
Define and deliver the operational strategy.
Streamline business processes to enhance efficiency.
Oversee our technical support, customer service, quality management and business support teams through an existing management structure.
Day to day responsibilities for the team:
Direct and manage all the customer service activities
Direct, manage and monitor the overall performance of the customer services team
Effective liaison, support and assistance between customer services department and rest of organisation
Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements
Development of plans for customer services activities to include customer management to achieve satisfaction targets
Support to all other departments with customer service and related issues
Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
Reporting (content and format as agreed) on a monthly basis or as otherwise required
Developing plans for team activities to include strategy to achieve agreed targets
Delegate authority and responsibility to team with supervision, accountability and review
Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
Maintain accurate customer service records
Control expenses to meet budgetary controls
Adhere to all organisation policies and procedures
Interact and co-operate with all members of the organisation, its suppliers and clients/customers
Requirements
10 years experience in a similar role within a dynamic, technology led business
Experienced in leading multiple customer facing teams.
Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment.
A screening call with the Senior Recruiter ~30 minutes
A Case Study ~ 72 hours
Technical interview with the hiring manager ~30
Job Title: Head of Card Operations
Location: Nigeria
Employment Type: Full time
Category: Growth
Description
The role involves managing FairMoney cards operations post acquisition of the customers, which includes (but not limited):
Building reliable delivery network across Nigeria by partnering with Delivery/Logistics companies, agency networks, etc.,
Manage Customer experience and quality framework of cards operation for qualitative delivery.
Maintain card’s inventory to fulfil demand in cost effective manner,
Stakeholder management for smooth delivery of programs and products.
process development and creation of SOP.
Manage and motivate card operation’s teams for effective performance management.
Managing outsourced agencies and ensuring that they deliver on agreed SLA’s and quality expectations. Identify gaps and continuously interact with vendors to improve overall delivery standards
Requirements
Minimum of 5 years of experience in logistics/delivery in NG and 3 years in operations management.
Experience working with C-level stakeholders, Product, and Engineering leadership.
Experience implementing new systems.
Experience leveraging data to make business decisions.
Supply chain and product creation experience (order management and fulfillment, 3PL management, demand forecasting, inventory planning, manufacturing).
A screening call with the Senior Recruiter ~30 mins
Technical interview with the hiring manager ~30 mins
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