Head of Customer Services and Operations at JUMO.WORLD

Job description
JUMO is in search for the new Head of Customer Services and Operations. The successful candidate will work with internal stakeholders and MNO and FSP partners to plan, execute and maintain the structure and operations of Jumo’s customer operations team.

Key Responsibilities   

• Manage the training strategy for the Customer Operations team
• Optimise all customer operations processes;
• Oversee the customer operations hubs in Africa and Asia;
• Manage customer service team’s performance through key metrics;
• Continuous improvement to customer services, operations & systems processes and practices;
• Align the customer service and operations strategy with channel and FSP heads;
• Manage team KPI’s;
• Mentor team members.

Skills and Competencies   

• 7+ years relevant experience including call centres;
• Solid understanding of call centre metrics;
• Experience with mobile financial services advantageous.