Orange recruits 01 Associate, Mobile Money Operations & Support
Associate, Mobile Money Operations & Support
Ref : CEGY500 | 10 janv. 2021
Date limite de candidature : 10 févr. 2021
Orange Egypt – Smart Village – EgypteLeaflet
Votre rôleDesign and Manage issued units across customers, merchants billers, enterprise and Orange.Manage and monitor direct and indirect channels performance and take corrective actions for best customer experience and support revenues generation.Design the workflow for direct and indirect channels and manage all needed actions in order to maintain service stability. Manage Orange Money process end-to-end to ensure the smooth wallet activation, simple customer experience, e-unites transfer at all levels.Lead & launch Mobile Money platform evolution from commercial perspective.Design and monitor all processes that cover any gaps related to compliance issues in cooperation with internal compliance committee and partner bank compliance team to avoid any risks.Secure control departments validation of Orange Money projects, processes, activities including compliance committee, security committee, partner bank and top management.Ensure applying the proper handling for all complaints and inquires received directly from customers or regulators (NTRA and CBE) as a second level of customer complaint handling in order to reach customers satisfactions.Secure clean database by monitoring contracts archiving with info fort and escalate missing & rejected contracts to all channels management and prepare for the required corrective actions for all wallets following issued regulation and instructions to avoid any risks.Monitor and identify churned & ported out dials and implement special treatment for dials attached to wallets in cooperation with dials management in order to link wallet cycle with line cycle.Analyze the growth of the service performance and plan for the needed units on regular bases and issue new units in coordination with partner bank.Manage and monitor E-units stocks across all channels and take corrective actions in coordination with channels to ensure cash availability.Monitor sub-wallets including top up, bill payment, fees & commission and reinject received units into the market through reimbursement and feeding actions.Manage Orange units transfer to all partners including partner bank, master agents, aggregators and corporate accounts for business activities, commissions and revenue share.Negotiate and align with the partner bank on new Orange Money services, promotions, process enhancements & activities in order to secure needed corrective actions needed for global compensation activities.Plan for the corrective actions related to regular audits from internal, partner bank, NTRA and CBE to aviod any liability & risk on Orange.Take the lead on the required action points defined by Internal Audit and Internal Compliance committee by following up with all internal and external stakeholders, providing the needed accurate feedback, progress and evidences.Align with partner bank all service activities through conducting regular operational committee based on signed master agreement.Prepare all the needed reports for the monthly NTRA and CBE audit and consider their requirements for the next step actionsEnsure Orange credibility through checking and solving daily NTRA & CBE complains related to mobile money in order to reach customers satisfactions.Handle customer complaints escalated from front liners and follow with different departments as a second level support.Handle customers’ requirements related to refund process and follow up with different teams internally and partner bank involved teams.Take the lead on deploying the automatic check and report automated black list progress for United Nation and CBE black lists upload on system in cooperation with partner bank.Suspend and report wallets related to missing contracts, incomplete contracts churn and ported out after securing needed approvals.Manage and report the performed actions related to units cycle from wallets related to churn and ported out dials.Monitor, analyze and report all system transactions successful vs failed transactions and design required action plan with all concerned teams for their corrective action needed accordingly to achieve the optimum service revenue.Act as an expert while designing the system configuration for all system users group roles, set up the proper units transfer limits and wallets sizes, moreover update all implemented configurations and update any limits if needed taking in consideration issued regulation.Ensure the system stability through daily and weekly cooperation internal technical team.
Votre profilEducationUniversity graduate preferably in Business with though Business experienceExperienceMinimum of 2 years experience in a related field
CompétencesExcellent computer and presentation skillsQuality focus with high attention to detailsStrong business senseExcellent communication skills ensuring diplomacy in dealingsStrong people management skillsObjective personality and highly stress tolerantHighly organized and systematic with good coordination skillsStrong project management skills
Leading the service operation activities at all channels and managing Orange Money customer support in cooperation with all internal and external entities.Managing Orange position in front of Central Bank of Egypt (CBE) and NTRA following issued regulation and master agreement with partner banks.Ensuring Orange Money subscribers satisfaction by implementing efficient L2 customers support.