Job Summary

• The successful candidate will join our team as a Customer Operations Reporting Manager in the Customer Experience Department. • (S)He will report to the Director for Customer Experience and will be responsible for delivering value-adding customer experience analysis that will help the business achieve its operational objectives.
• The successful candidate will also ensure that standard operating procedures are maintained for use across all customer touch points and that the user experience of our products, services and interfaces corresponds to expected mechanics.
• The Customer Operations Reporting Manager will as well ensure expectations set for users are met or promptly remedied in the event of default.

Key Responsibilities

• Design, build, enable, and maintain Customer Operations-focused dashboards and scorecards targeted at executive level and functional areas.
• Provide recommendations to the business by interpreting disparate data and translating ad hoc requirements into concrete action items.
• Provide guidance to the business through recommendations around structures that optimize costs in full detail – stores, retail points, call centre and all other Customer Operations channels.
• Improve methodology for tracking transactional Net Promoter Score (T-NPS) to enable business quickly to identify and solve customer pain points.
• Perform analysis to identify obstacles to seamless customer experience and make recommendations for improvements.
• Conduct ad hoc analysis to determine existing processes and market practices in order to optimize our procedures.
• Build KPIs, metrics, tracking methodologies, and data visualizations that provide insight into customer experience effectiveness.
• Apply leading edge analysis tools and techniques to determine and/or predict trends, correlations, and causal relationships between variables.
• Consolidate all Customer Operations reporting to ensure accurate, timely streamlined data, placed in appropriate context with strong recommendations for stakeholders.
• Work to automate this reporting to ensure efficiency.
• Constantly and proactively identify opportunities for operational improvement.

Required Qualification and Experience

• Bachelor’s degree in business, Accounting, Finance or related field preferred plus a minimum 1-3 years of relevant experience.
• Accounting qualification (CIMA, ACCA) or master’s in business administration would be an added advantage.
• +6 years working experience in customer service.

Core Competencies

• Excellent communicator: strong verbal, presentation and written communication skills
• Organized and detail oriented.
• Self-motivated, deadline driven, and able to work independently or in a collaborative environment.
• Ability to collect and analyze ambiguous data and translate into business insights.
• Ability to quickly establish and maintain positive working relationships at all levels of the organization.
• Highly attuned analytical instincts and problem-solving skills.
• Strong knowledge of statistical techniques and practical aspects of analysis.

Location: Accra