OPERATIONS SUPPORT OFFICER AT PALMPAY | OPERATIONS SUPPORT OFFICER JOBS IN RIVERS

About Company:

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

Job Description:

We are seeking a proactive and solutions-oriented Operations Support Officer to serve as the critical link between customer dissatisfaction and operational excellence. In this role, you will be the "owner" of the dispute lifecycle—not just responding to complaints, but architecting the systems that resolve them. You will collaborate across departments to unify our reconciliation processes and ensure that abnormal operational problems are met with effective, permanent solutions. If you are a collaborative troubleshooter with a talent for stakeholder management and a drive for systemic improvement, we want you on our team.

Requirements:

1. Dispute Architecture & System Management

• System Design: Collaborate with technical and operational teams to set up and refine robust systems for the lodging and tracking of customer disputes.

• Process Unification: Lead cross-departmental efforts to ensure a unified approach to reconciliation, eliminating "silos" that delay resolution.

• Integrity Monitoring: Continuously audit the dispute system to ensure it captures all relevant data points needed for a swift resolution.

2. Stakeholder Liaison & Problem Solving

• Complaint Advocacy: Act as the primary follow-up lead for complex or "abnormal" customer problems, ensuring they don't stall in the pipeline.

• Stakeholder Coordination: Liaise with Legal, Finance, and Customer Success teams to negotiate and implement effective solutions for high-priority grievances.

• Trend Analysis: Identify recurring abnormal problems and report findings to management to prevent future occurrences.

3. Operational Agility

• Dynamic Support: Perform high-impact tasks as assigned by the Line Manager to support the broader goals of the Operations department.

• Reconciliation Oversight: Work closely with the Finance team to ensure that all financial disputes are reconciled accurately and reflected in the system.

Qualifications and Skills:

Professional Profile

• Education: B.Sc or HND in Business Administration or a related field.

• Experience: Previous experience in operations support, customer service escalation, or dispute resolution is highly preferred.

• Communication: Exceptional verbal and written skills for liaising with diverse internal and external stakeholders.

Core Competencies

• Collaborative Mindset: A proven ability to work across teams to achieve a single, unified goal.

• Analytical Thinking: The ability to deconstruct a complaint, find the root cause, and identify the correct stakeholders for resolution.

• Empathy & Resilence: Staying grounded and solution-focused when dealing with frustrated customers or complex systemic errors.

Salary

Application Closing Date: Not specified

Application Instructions:

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