Product Governance, Fraud and System Management Officer – Airtel

Job Description

Why Airtel Malawi Plc?

Airtel Malawi Plc, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel Malawi Plc, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Malawi Plc is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities#

JOB PURPOSE

• Driving product governance among stakeholders to enhance customer experience
• Managing the fraud escalation processes for CX Department
• Driving fraud prevention initiatives.
• Managing and optimizing system empowerment and support E2E to enhance customer experience
• SPOC for Audit and Compliance within Customer Experience Department

KEY ACCOUNTABILITIES

Product Governance

• Support in the design and implementation of new products by considering customer needs.
• Develop and implement an internal new product / service launch process to ensure all necessary parameters and activities for a positive customer experience are in place before each product / service is launched in the market.
• Carry out user acceptance tests on all products & services before they are launched to determine opportunity for enhancement or identify defects for removal.
• Establish process for continuous education and monitoring of all stakeholders on adherence of the new product development and launch policy and process
• Guide and support frontline and service recovery teams to deliver closure of customer complaints and work within policy guidelines.

Fraud Management

• Manage fraud escalation process for Customer Experience Department
• Proactively identify and close loopholes for fraud
• Report all suspected fraud cases to internal authorities
• Act on all fraud cases and solutions as may be required/requested in a timely manner

System Support

• Develop and implement robust processes on provisioning, including convenient self-care processes to reduce traffic to helpline, showrooms, and social media.
• Identify and implement opportunities to enhance customer experience through staff empowerment via systems to create a competitive edge in the market and reduce churn.
• Improve system access for customer support staff at all levels to achieve first call resolution.
• Ensure correct system access is given to customer support staff as per their level to avoid unnecessary exposure.
• Maintain documentation for all system related changes (creations, deletions, modifications)
• Drive resolution of system downtimes impacting provisioning by working hand in hand with IT.

Qualifications#

Educational Qualifications & Functional / Technical Skills

• University degree in IT / Business related field
• Excellent knowledge in customer experiences discipline/profession
• Able to work under high stress with short term targets and objectives
• Able to handle, prioritize, multiple projects simultaneously
• IT literacy
• Planning
• Analytical
• Presentation skills

Relevant Experience (Type of experience and minimum number of years)

2+ years in customer service

Other requirements (Behavioral etc.)

• Basic knowledge in use of technical principles, theories, and concept
• Able to operate in a minimum supervision.
• Self motivated, enthusiastic, energetic
• Attention to detail
• Confident, assertive
• Approachable, customer focused
• Good communication skills
• Team player
• High personal standard and goal oriented