Cash Operations Support Analyst (Contract) at Vodafone Ghana

About The Job

Role Purpose:

• To execute a holistic second line support to the Experience Centre (EC), for the benefit of all VCASH customers, both internal and external. 
• To act as an interface between the Mobile Financial Services (MFS) and the Digital Transformation & Customer Operations (DT&COPS) Functions; providing co-ordination and communication to enable the resolution of all incidents/outages and Service Requests logged for the Mobile Financial Services Solutions (MFSS) unit. 
• To ensure the setup of Mobile Money Organisations, Agents, Merchants, TILLs, Operators etc.

Key Accountabilities and Decision Ownership:

• Follows up on all issues received to closure
• Acts as a Point of Contact for MFSS issues in relation to queries, resolutions and escalations from stakeholders.
• Scrutinizes data reports and gives appropriate feedback to team and Line Manager. 
• Acts to solve and escalate where necessary, discovered problems/issues in line with set processes and procedures.
• Provides accurate and up to date information on a regular basis to keep team and Line Manager informed of any problems. 
• Per SLA, sets up Agents through the creation of hierarchies (Super Agents, Merchants, Child Stores, TILLs, Operators etc.).
• Supports stakeholders in Consumer education /VODAFONE CASH Agents Forums, PR events aimed at increasing agents and customer education, conferences and Expos.
• Improves overall team function capability and effectiveness.
• Ensures that all Non-CRM incidents resolved are collated and saved on a fileserver daily in preparation for the weekly report.
• Has comprehensive and working knowledge of all relevant Vodafone Cash products, services and processes

Core Competencies, Knowledge and Experience:

• Manages workflows and Service Level Agreements whilst maintaining compliancy and processes. 
• KPI performance monitoring and ensuring that the team’s SLAs are weekly met.
• Prioritize and look for better and simpler ways of resolving issues raised by both internal and external customers (e.g., EC, Retail/AD Shops).
• Identifies gaps in Agents support processes and provide simpler solutions of resolving issues.
• Must be ready to respond to escalation from calls, emails, SMS and, from all digital sources including weekends/holidays and after 5pm.
• Ability to man the MFSS unit alone when the need arises and address all Service Requests and emails.
• Reporting of fraud scams proactively to the VODAFONE CASH fraud team and VODAFONE CASH or Line Manager.
• Assist in all products testing before and after go-live
• Support Banks’ requests (including Bank Bilateral) via email and Charge Back portal.

Technical and Professional Qualifications:

• Degree in Engineering / IT / Mathematics /Accounting, Economics or Finance or HND with at least 2 years of work experience with related discipline
• At least 3 years’ experience in the Back Office of a Mobile Money Company or a related discipline
• Excellent computer knowledge (especially in Excel, data analysis and Power point)
• Strong communication and decision-making skills – ability to balance conflicting interests.
• Proactive individuals with a flexible and adaptable approach to their work and a proven track record demonstrating that he/she is a team player, has strong influence, customer centric and agile.
• A working Knowledge of Vodafone Cash products and services. 
• Ability to communicate effectively to technical and non-technical customers.
• Must have strong Customer Experience to manage customers
• Must be ready to work on shift (occasionally on weekends/holidays and at odd times).