Customer Liaison Officer
We are on the lookout for a Customer Liaison Officer to join our team in Zambia.
As part of the sales team, the Customer Liaison Officer is the first point of contact at the branch and via the local phone lines. They will assist in the delivery of a business-critical service to ensure that customers’ expectations are exceeded. They will manage communication via the local branch customer care lines, escalation of all cases to customer care in HQ, signing up of new customers at the branches and managing the queues to ensure that customers are assisted in a timely fashion. Overall, the role entails customer education our products, services and accessibility and assisting the Sales Support Team to provide a quality customer service to existing and new customers.

Duties And Responsibilities (Include But Is Not Limited To)
• Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
• Provides quality front line customer service to clients who contact us via the branch and phone lines.
• Proactive monitoring of customer complaints, log and address with the relevant stakeholders.
• Proactively signup and register customers and educate customers with our products services
• Ensure matters that arise from customers are directed to the correct department for resolution and escalated if required
• Ensure customers are kept fully informed of developments/progress of their cases up to completion
• Take personal ownership and deliver an amazing service which exceeds customer expectations
• Identify and implement solutions to resolve any issues that may result in a dissatisfied customer
• Ensure own compliance with Quality procedures
• Identifies and prioritises clients’ needs, provides low-level advice and assistance, and refers to appropriate service provider, internal or external
• Assists clients with documentation and with completion of forms
• Develops and maintains knowledge of internal and external services that are available to clients
• Supports local office systems and maintains integrity of data
• Consults, assists, and liaises with field officers and clients in arranging appointments, transport, costs, equipment, and documentation as required
• Performs other duties as required

Key Requirements
• Higher certificate or Post-secondary certificate
• Grade 12 or equivalent (Essential)
• Understanding and speaking of English and Chichewa /other relevant language (Essential) Knowledge of Mukuru products and services
• 6 months Customer Service experience
• Knowledge of money transfer procedures
• Knowledge of FIA regulations
• 1 years’ experience within a customer service environment
• Experience in the Financial services environment (advantageous)
• Knowledge and understanding of the compliance around money transfers

Additional Skills
• Computer literate with good Word, Excel, and PowerPoint skills
• Excellent communication skills, both verbal and written
• Time management skills
• Project management skills


People Learning Partner
An exciting opportunity exists for a People Learning Partner to join the team in Zambia.
This role is responsible for all Learning & Development (L&D) offerings (training and initiatives) inclusive of but not limited to the design, development, delivery, and full administration of the Learning Enablement function, with the aim of achieving high performance levels for new and existing employees aligned to the L&D strategy.

Duties And Responsibilities (Include But Is Not Limited To)
• Assess training needs aligned to gaps identified and then design, deliver, and evaluate training sessions
• Create and design L&D programmes in-line with business objectives that support the management team
• Ensure individuals have continuous improvement and development for success planning where applicable
• Communicating Data and metrics that informs and supports both managers and team’s progress and succession planning
• Set priorities of training needs to ensure the business reaches the targets for the set year
• Ensure that the L&D function offers quality, cost effective and value-added service.
• Research potential new learning activities.
• Introduce and implement new training processes and systems to record and review training needs and delivery
• Review the training which is currently offered within the organization and ensure that it is fit for purpose, including induction and e-learning packages
• Design training profiles for all roles identifying both mandatory and non-essential training and development which support the needs of the business
• Review training and development records, identifying and collating training needs and identifying the gaps
• Assign and coordinate the appropriate training for all current employees in line with their roles
• Implement the training schedule for all employees, establishing review dates and further training in line with employee’s role and requirements of external bodies
• Map out training plans for new starters and allocate required training and induction programmes on commencement with organization
• Work proactively with and advise managers on training requirements for roles
• Work closely with managers to review learning and development interventions for technical competencies, leadership development and personal effectiveness
• Source, identify and arrange internal and external training to address competency gaps
• Identify and monitor training KPI’s and prepare reports including but not limited to training costs, hours spent on training, number of delegates trained, budget, and delivery of courses/qualifications
• Monitor and evaluate feedback and effectiveness of all training and development, collate and distribute quality reports tostakeholders
• Maintain accurate up to date records, financial reporting for operational costs
• Manage relationships with internal key stakeholders
• Deal with enquiries and to respond accordingly in writing, e-mail or verbally
• Be fully responsible for the induction process by arranging, co-ordinating and facilitating sessions, ensuring all new employees go through the programme requirements.
• Actively seek learning and development best practise from within and outside of the organisation
• Develop sound working relationships with stakeholders to enhance learning and development opportunities

Key Requirements
• Minimum Grade 12 required with either L&D or Training equivalent (OD-ETDP) Qualification (Essential)
• Train the Trainer accreditation (essential)
• Registered assessor is relevant job requirement
• Project management (desirable)
• Higher certificate or Post-secondary certificate
• Minimum of 5 years’ experience within a training environment
• Experience in the Financial services environment is advantageous
• Minimum 2 years in conducting skills gap analysis and/or training needs analysis
• 1 year experience with L&D reporting and administration including but not limited to report writing and training capturing
• 2 years’ experience in Design and delivery of innovative training programmes (end to end in terms of the training cycle)
• knowledge and understanding of the compliance around L&D
• Knowledge of training and development principles
• Knowledge of how to create assessment tools fit for purpose
• Effective report writing using analytics to improve on service delivery (ROI measures)
• Computer literate with good Word, Excel and PowerPoint skills
• Excellent communication skills, both verbal and written
• Time management
• Project management

Additional Skills
• Excellent facilitation & presentation skills
• Excellent report writing skills
• Strong presentation and public speaking abilities
• Analytical and target driven
• Demonstration of leadership and decision-making abilities
• Ability to work under pressure
• Great Influencer with tactful negotiation abilities
• Work according to set policies and procedures
• Creative and innovative
• Strong verbal, listening, written communication skills as well as computer literate
• Result/deadline oriented with good time management abilities
• Excellent inter-personal skills
• Must be self-motivated
• Demonstrate commitment to excellent customer service


Area Lead
An exciting opportunity exists for an Area Lead to join our team in Zambia.
This position is responsible for ensuring that all agents in the area have all the information and documents they need to promote Mukuru services and sign-up new customers. The Agent Area Lead is responsible and accountable for all team leaders and field agents within the area.
The successful candidate must ensure that Agents are fully onboarded and provided ongoing performance management and support. They are also responsible for scouting out new areas and new locations for agent deployment.

Duties And Responsibilities (Include But Is Not Limited To)
• Oversee the sales and targets of their assigned area Provide advice and guidance to Field Agents
• Obtain and monitor regional sales stats from Head Office Motivate Sales Agent to work towards sales targets
• Activate new Agents for regions when needed
• Keep track of various expenses and ensure all receipts are submitted timeously Develop awareness of the Mukuru brand and services
• Ensure sufficient stock of flyers and pamphlets are always available for Agents Explain to potential customers what Mukuru does and how transfers work
• Provide potential customers with the various locations where money can be sent Uphold and professionally promote the Mukuru brand
• Scout out and investigate feasibility of potential new locations for booth and branch set up.
• Establish the viability of the potential location Obtain sign-off for new location
• Make logistical arrangements for new agent deployment. Arrange with marketing for signage and collateral
• Carry out inspections to ensure agents are conducting their assigned duties. Identify potential new business leads in order to grow the region
• Prepare for and conduct presentations on Mukuru’s products and services
• Take responsibility for stock management and cost management in region Monitor regional targets and ensure they are met
• Create and submit weekly reports
• Act as the company ears and eyes on the ground all record all relevant information Collate all relevant information in the correct report template
• Conduct general people management functions to ensure the effective running of the region
• Resolve HR and IR issues for all the agent related activities within assigned region
• Complete all required documentation and ensure contracts are in place for new staff Ensure all new staff have sufficient training before commencing employment

Key Requirements
• Higher certificate or Post-secondary certificate
• Grade 12 or equivalent (Essential)
• Sales Diploma (Essential)
• Understanding and speaking of English and Chichewa /other relevant language (Essential) Knowledge of Mukuru products and services 6 months Customer Service experience
• Knowledge of money transfer procedures
• Knowledge of FIA regulations
• 1 years’ Experience within a sales field
• 1 years’ Experience in the Financial services environment is advantageous
• 1 years’ Conducting skills gap analysis and/or training
• Knowledge and understanding of the compliance around money transfers Intermediate
• Knowledge of training and development principles

Additional Skills
• Computer literate with good Word, Excel, and PowerPoint skills
• Excellent communication skills, both verbal and written
• Time management Advanced
• Project management
• Excellent facilitation & presentation skills
• Excellent report writing skills
• Strong presentation and public speaking abilities
• Analytical and target driven
• Demonstration of leadership and decision-making abilities
• Ability to work under pressure
• Creative and innovative
• Strong verbal, listening, written communication skills as well as computer literate
• Result/deadline oriented with good time management abilities
• Excellent inter-personal skills
• Must be self-motivated
• Demonstrate commitment to excellent customer service