Job Overview
KYC Experience Officer at Airtel Tanzania
Airtel Tanzania PLC
Dar es Salaam
Tanzania’s leading provider of prepaid, postpaid mobile, Internet services & Mobile Money.
About us
Airtel Tanzania PLC is one of the leading providers of telecommunications and mobile money services with operations across Tanzania. Headquartered in Dar es Salaam, Airtel Tanzania ranks amongst the top 3 mobile services providers in Tanzania in terms of subscribers. Airtel Tanzania offers an integrated suite of telecommunications solutions to its subscribers, including mobile voice, data services as well as mobile money services both nationally and internationally. Airtel Tanzania aims to continue providing a simple and intuitive customer experience through streamlined customer journeys.
Airtel Tanzania PLC was launched in October 2001 and is Tanzania’s most innovative mobile phone operator, which has introduced many “firsts” in the telecommunications sector.
Role Purpose
Oversee KYC management, Registration processing and verification process by monitoring the end to end daily, weekly and monthly to ensure the proactive and reactive effectiveness in resolving registration issues and smoothen processes toward complete and correct Data and KYC Information
Key Responsibilities:
1.Performance management
Ensure the sim registration data capturing and approval process is efficiently and properly adhered as per regulations.
Continually monitor and own performance of sim registration of data processing at trade and vendor.
Executing actionable, value adding KYC solutions to counter problems arising from Trade
Execute methodologies, policies and processes that leverage best practices
Regular review of Team performance
Escalating critical issues and push resolution within defined SLA
Ensure all required systems are accessible in our showrooms and trade Agents are capable to effectively utilizing the systems to drive consistency plus 1 customer experience.
Monitor and report the sim registration data capturing vendors’ performance.
2.Customer Satisfaction 85%
Act as a point of escalation of any customer’s sim registration complaint that requires a second level support.
All channel complaints and request handling
Ensure accuracy on Data verification at Backoffice.
Ensure customer journey are checked and monitored all the time to ensure customer satisfaction.
3.Analysis & Recommendations
Executing special Data processing analysis to all Simcard registration insure complaints.
Implements special policies and procedures concerning the activities of Data.
4.KYC Change Coordination
Effective communication to allocated contact centers including communication of processes and procedure.
Document all processes that relate to sim registration and document verification.
Analyze customer interactions to investigate opportunities for optimizing people, processes and technologies
5.KYC Compliance on new activation and existing Base
Analyze all daily activation by validating and reconcile on all systems to ensure gaps observed have been corrected immediately
Ensure that sim registration report is validated and complied
Monthly reconciliation for the existing base and ensure existing archived registrations are compiled as per regulation
Monitor Turnaround time for new activation, ensure agreed service level is met daily.
6.Hands on Support and Guidance to KYC Team Leader
Regarding Data processing and verification Interact with the 2nd level tier to resolve customers problems
Route cause analysis and drive front liners empowerment by suggesting giving assistance and improving control process.
Monitor sim registration data processing agents’ performance and take remedial action in conjunction with the KYC Team Leader.
To carry out with due diligence (outstanding carefulness and attentiveness) any other reasonable task assigned by the manager.
7.Reporting
Timely and accurate reporting of daily, weekly and monthly Data performance, target evaluation and overall processing
Prepare and communicate to KYC management on a daily, weekly and monthly basis.
Provide a comprehensive KYC daily, weekly and monthly performance report.
Compile and analyze quantitative and qualitative reporting
Qualifications and Experience.
Educational Qualifications & Functional / Technical Skills
- Bachelor’s degree in information technology or any other related field
Relevant Experience.
- 5 years’ experience in customer service in the Telecommunications industry
- Strong problem-solving and analytical skills, with the ability to identify customer needs and propose innovative solutions.
- MIS experience
- Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
- Excellent knowledge in customer experiences discipline/profession
Other requirements (Behavioral etc.)
- Evidence of good judgment and problem-solving skills
- Ability to work independently and collaboratively within a team
- Analytical
- Ability to accurately follow direction
- High personal standards and goal oriented
- Excellent interpersonal skills
Deadline for receiving applications is 30th August 2024.
Please be advised that if you are not contacted within 14 working days of the advert closing date then you have not been shortlisted.
“Airtel Tanzania Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it”.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of, among others, their race, disability, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need
How to Apply :