About the Job
Purpose of the Job:
Enhance customer satisfaction by delivering efficient digital operations and merchant support services in line with established policies and procedures.
Main Duties and Responsibilities
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Conduct environmental analysis and evaluate Nisir’s strengths and weaknesses to support DFS preparation.
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Utilize available business intelligence and analytics resources to generate insights for DFS penetration plans.
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Develop effective DFS performance reporting strategies, policies, and processes based on best practices.
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Prioritize and implement DFS performance management and reporting improvement initiatives, considering value, risk, and impact.
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Ensure DFS performance targets and measures are properly cascaded to individual staff and Nisir’s management.
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Track, analyze, and report DFS performance using dashboards and other visualization tools.
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Monitor the quality of performance measurement data for accuracy, timeliness, and relevance; conduct periodic evaluations to address gaps and integrate improvements into performance management and reporting.
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Regularly monitor DFS performance against critical result areas; prepare and issue reports with insights on trends, key drivers, and improvement recommendations.
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Facilitate access to DFS applications for branches, agents, and customers across multiple channels.
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Handle branch inquiries and complaints regarding DFS in collaboration with DFS Operations and DFS Technology Support teams.
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Manage dispute requests and ensure timely resolution.
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Deliver training sessions for Nisir staff on DFS services.
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Support branches in implementing DFS guidelines and procedures.
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Collect customer feedback on service standards and propose improvements.
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Work with branches to expand the customer base through digital onboarding.
Qualification and Experience Required
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Bachelor’s degree in Accounting, Management, or related fields.
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Minimum of 2 years’ relevant experience.
Required Skills
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Time management
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Analytical skills
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Adaptability
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Teamwork
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Microsoft Office Suite (Word, Excel, Access, Publisher, Outlook, PowerPoint)
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Communication skills
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Attention to detail
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Problem-solving
How to Apply
After confirming your eligibility and preparing all required documents, applicants should apply online only via:
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Mention the Job Title you are applying for in the subject line.
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Applications by post or in person will not be accepted.
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Only shortlisted candidates will be contacted.
Deadline: September 27, 2025, at 5:00 PM.
Hiring Organization: Nisir Microfinance Institution S.C, Human Resource Management Directorate.
