Baobab Microfinance Bank is the leading digital financial inclusion group focusing on serving individuals, micro and small businesses in Africa and China. Our mission is to unleash the potential of our clients offering them simple and easy to use financial services. Founded in 2005 as Microcred, today Baobab has over a million customers and 3,800 employees operating in Burkina Faso, China, the Democratic Republic of Congo, Ivory Coast, Madagascar, Mali, Nigeria, Senegal, Tunisia and Zimbabwe.
We are recruiting to fill the position below:
Job Title: Hausa Speaking CX Associate
Location: Ikeja, Lagos
Mission
- The Customer Experience Associate will effectively manage Customers by providing telephonic assistance in a 360-degree focused Call Centre.
- The job holder will Provide full services which include responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information to all Baobabplus existing and potential stakeholders.
- You will also inform customers of the product terms and features and project a professional company image through voice and online interactions
Responsibilities
Customer Support:
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Handling and resolving customer complaints regarding product, sales and customer service problems.
- Managing communication and coordination with internal departments.
- Obtaining and evaluating all relevant data to handle complaints and inquiries.
- Identifying and escalating priority issues as may be necessary.
- Following up complicated customer calls where required.
- To understand customers’ complaints/requests and close as First Time Resolution (FIR) and escalate where necessary.
- To ensure customer satisfaction is achieved in every interaction recorded.
- Ensure you follow the customer service script provided for uniformity.
- Engage in telesales activities to all prospects/leads from marketing campaigns.
- Engage in telesales activities to existing clients on products and services.
- Monitor sales and conversion performance
- Engage in outbound call activities for survey plans.
Profile
- OND / HND in any field.
- Fresh graduate with passion for customer service
- Excellent Listening and Probing skills.
- Excellent time management and organizational skills.
- Ability to use basic computer software.
- The ability to handle rejection and stress in soliciting customers.
- Excellent time management and multitasking skills.
- Knowledge of 1 or more of the 3 major Nigerian languages. Reporting Customer Experience Manager.
How to Apply
Interested and qualified candidates send their CV to: ng.recruitment@baobabgroup.com using the Job Title as the subject of the email.
Job Title: Internal Controller
Location: Lagos
Responsibilities
- Plan, organize, and carry out the internal controls function including the preparation of an audit manual and audit plan.
- Ensures regulatory compliance and adherence to established internal control policies and procedures.
- Conduct follow-up reviews of financial, operational, or regulatory compliance deficiencies noted during audits.
- Reviews daily operational activities.
- Implements the anti-fraud campaign and assesses compliance.
- Conducts risk management assessments of all departments.
- Evaluates existing controls, and recommend improvements where deficiencies are identified.
- Conducts investigations of irregularities discovered by or brought to the auditor’s attention.
- Reviews and appraise the soundness, adequacy, and reliability of accounting, data, and reports.
- Verify and maintain internal control checks and records including asset tags to ensure the safeguarding of company assets.
- Supports process improvements in alignment with the internal control framework.
- Stays abreast of changes/updates in regulatory guidelines and implements compliance.
- Prepares monthly regulatory renditions and returns.
- Evaluates the business recovery procedures for operational disruptions.
- Review journal entries, disbursement, and reconciliation.
- Work with stakeholders to ensure that controls are fully embedded in the design of processes and systems.
- Any other responsibility assigned by Management
Qualifications
- Possess a Bachelor of Science in Accounting or Finance or a related field from an accredited university.
- Recognized professional accreditation (ICAN /CFA/ACA /CIMA/ ACCA etc.) is an added advantage
- 4-6 years of Internal control experience in a financial institution or an audit firm
Key Competencies Requirements:
- Experience in writing internal policies and procedures and process evaluation and documentation
- A demonstrated knowledge of internal controls
- Detail-oriented and able to work and interpret figures and other financial information.
- Proficient in the use of the Microsoft Office suite
- Use of financial and accounting software applications
- Proficiency in Corporate Accounting Practice/Standard Auditing Practices along with expertise in budget analysis and identification of variance
- Knowledge of cost accounting, management, and accounting standards
- Knowledge of statutory provisions for tax management & planning
- Conversant with federal and state financial regulation, applicable laws, codes, and regulations.
- Good understanding of the renewable energy and Microlending industry.
How to Apply
Interested and qualified candidates send their CV to: ng.recruitment@baobabgroup.com using the Job Title as the subject of the email.
Job Title: Head of Digital Strategy
Location: Lagos
Mission
- Lead and guide a strategic Digitization of Baobab’s commercial business leveraging technology and driving the fintech execution capabilities in alignment with strategic initiatives consistent with Baobab’s culture.
- Drive digital innovation and serve as a change agent throughout the organization
- Set and implement the digital strategy by working with cross-functional partners to map and transition analog processes to digital ones
- Be an evangelist, championing the use of digital technology and practices to engender a digital mindset from the top down
- Ensure collaboration, knowledge sharing, and digital best practices among partners and colleagues to help establish a robust digital ecosystem
- Develop and manage product roadmaps
- Develop pricing and positioning strategies
- Work with operations to achieve customer satisfaction using the products
- Actively participate with product development and architectural teams to define product requirements, specifications, and acceptance testing criteria
- Define product roadmap to meet market requirements in support of product line strategy by considering the position in the life cycle, product profitability, pricing strategies, client satisfaction, and sales success rate
- Oversee annual strategic long-range planning market sizing, ongoing revenue and expense forecasting, and budgeting
- To identify possible alliances and grow the Bank’s digital banking eco-system and client value proposition
- Build a dedicated team to drive digital capabilities, program management, and associated change management across the enterprise. As a strategic leader, this role leverages a deep understanding of digital business processes and technology applications to design and deliver appropriate transformation programs.
- Promoting teamwork by building an effective team committed to organizational goals
- Must be able to make decisions based on precedent and solve arising problems using sound judgment, experience, and data gathered through research
General Responsibilities
- Accountable for the transformative design, deployment, and integrated delivery of Baobab’s next-generation business solutions.
- Work with teams across the business to generate innovative digital solutions for products, services, processes, customer experiences, marketing channels, and business models
- Lead the technical design, deployment, transition, and ongoing solution support.
- Identify and manage multiple vendors required for the delivery during the program.
- Collaborate with IT leadership to identify new and emerging technologies for digital transformation.
- Build the initial commercial transformation team and provide leadership and vision for direct reports within the team.
- Lead and motivate a high-performing team of senior managers, individual contributors, and external resources.
- Collaborate across boundaries to define and execute business priorities.
- Lead the creation and refinement of key strategies within the scope of the role.
- Provide leadership to teams in managing business transformation initiatives/projects.
- Provide oversight for multiple digital solutions from vendors, custom solutions, and internal resources.
- Identify and implement key metrics and monitors to ensure project and initiative deliverables are achieved.
- Organize and lead a highly technical global team for scale and growth.
- Drive the delivery of Baobab’s commercial business objectives.
Required Profile
- Minimum of MBA / M.Sc; additional qualifications and certification in relative business schools or equivalent will be an additional advantage.
- You have a minimum of 5 – 8 years Microfinance banking and job related experience;
- Experience in leading digital strategy and projects; Experience in microfinance would be a plus (but not an obstacle);
- You are known for your rigour, your organisation, and the relevance of your analyses;
- You show a true passion for digitization, and a real appetite for transformation.
- Your excellent communication skills allow you to build strong relationships with our partners and to participate in various committees.
How to Apply
Interested and qualified candidates send their Applications to: ng.recruitment@baobabgroup.com using the Job Title as the subject of the email.
Job Title: Head, Marketing & Brand Communication
Location: Yaba, Lagos
Employment Type: Full-time
Main Responsibilities
- The Marketing & Brand Communication Manager is responsible for adapting Baobab brand strategy for the target market and is also responsible for building that awareness by developing and executing on marketing strategies to meet consumer needs and maximize profits.
Main Duties of the Position
- Development of branding strategies, including the setting of style guides, brand guidelines, brand vision and value proposition for short as well as long term to a line with group branding standards.
- Planning and execution of all communications and media actions on all channels, including online and social media.
- Assisting with product development, pricing and new product launches as well as developing new business opportunities
- Creating and managing promotional collateral to establish and maintain product branding
- Managing the budget for advertising and promotional items
- Competitor and customer insights analysis
- Analysis of sales forecasts and relevant financials and reporting on product sales
- Evaluating and optimizing marketing and pricing strategies.
- Analyzing market trends and preparing forecasts.
- Generating new business leads.
- Increasing brand awareness and market share.
- Coordinating marketing strategies with the sales, financial, public relations, and production departments.
- Developing and managing the marketing department’s budget.
- Overseeing branding, advertising, and promotional campaigns.
- Managing the marketing department’s staff.
- Preparing and presenting quarterly and annual reports to senior management.
- Promoting our brand at trade shows and major industry-related events.
- Keeping informed of marketing strategies and trends.
Objectives – Performance Indicators
- Effective communication of all Branding activities to the bank.
- Analyzing market trends and preparing forecasts
- Planning and execution of all communications and media actions on all channels, including online and social media.
- Market storm.
Required Educational / Experience
- Bachelor’s Degree in Marketing, Business or a related field, marketing strategy
- At least 6 years experience
Required Behavioral Skills:
- Strong communication skills
- Ability to Build Client Relationships,
- Excellent innovative skills
- Good Writing and Public Speaking Skill,
- Leadership and People Management Skill,
- Detail-Orientated
- Organisation and Multi-Tasking Skill.
Deadline: 26th June, 2023.
How to Apply
Interested and qualified candidates send theirApplication Letters and Resume to: ng.recruitment@baobabgroup.com using the Job Title as the subject of the email.
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