Entreprise
MoneyGram is an international, high-performance company, located in approximately 200 countries and territories. We are committed to our employees.
MoneyGram promotes an environment that is both challenging and rewarding for employees. We understand the importance of career development, and provide many opportunities to learn and grow.
We take pride in upholding a culture strongly rooted in our corporate values, and committed to the communities around us.
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Poste
The Operations Executive will act as a local point of contact for MoneyGram Agents dealing with a variety of issues including product related queries, customer and Agent complaints - by site visit and telephone, and other operational on-going matters. The incumbent will be responsible for the registration and activation of new Agents locations, as well as increasing the volume of transactions to ensure the region’s operational objectives are met. In addition, the Operations Executive will be responsible for coordinating the implementation of company initiatives such as software rollouts, training programs etc.
Key responsibilities:
Ensures successful new agent operational roll out. Liaison with local team to ensure all the agents are on board; documents correctly submitted, internal set up done, deadlines met and service level adhered to
Acts as the key local contact to coordinate the delivery of new initiatives for agents
Partner on-boarding for additional location
New software roll-outs
New Product roll-outs and enhancements
Currency conversion implementation
Cost-saving initiatives
Work as a first local point of contact to resolve agent and customer queries/issues in a timely manner, liaising with internal functional teams as appropriate, in relation to transactions, products, transaction forms supplies, deliver and template finalization, IT issues – initial set up and on-going queries, settlement of financial transactions, and MIS Report Analysis
Delivers on the phone and face-to-face training to new agents until live date
Identifies training needs of existing agents and deliver any re-training initiatives
Conducts follow-up calls to ensure new Agents are able to provide MoneyGram appropriate services to customers
Ensures local operational issues of commercial importance are escalated to the next level to the appropriate individual/teams in a timely manner
Escalates non-operational issues to relevant team members
Attends meetings with operations team as required to exchange knowledge on projects and products
Performs other duties as assigned
Profil recherché
Skills and Experience Required:
Any combination of relevant education and experience and/or related professional designations/certifications in this field are highly desirable
Computer literacy – excellent working knowledge of the MS suite of packages and operating systems
Fluency in English
Ability to communicate clearly to people for whom English is not their first language
Excellent customer service skills, responsive to the needs of Agents, customers and the business
First class interpersonal skills, able to build and maintain credible relationships with agents and customers, in person and over the telephone
Strong presentational skills
Commercial awareness, ability to identify and report key operational issues on a timely basis
Able to influence others to ensure issues are resolved
Excellent problem solving skills - able to think through likely cause of problems before referring them to others
Ability to understand and explain IT and telecoms related issues to Agents in a user-friendly manner
Strong team player
Ability to demonstrate a flexible approach
Able to work in a culturally diverse environment
Special Considerations:
Please submit your CV in English
Type de contrat
CDI
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