Overview

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

Job Position: Customer Service Business Partner
Location: Lagos

Job Summary

The Customer Service Business Partner (CSBP) acts as a strategic bridge between the Customer Service department and other business units.

This role ensures that customer service operations, processes, and insights align with the organisation’s overall objectives.

The CSBP drives continuous improvement in performance, process efficiency, and customer satisfaction through data analysis, collaboration, and strategic planning.

The Customer Service Business Partner ensures that customer service performance, processes, and cross-functional partnerships effectively drive business growth, operational efficiency, and customer satisfaction.

Job Responsibilities
Business Alignment & Strategy:

  1. Partner with business units to align customer service objectives with corporate goals.
  2. Provide insights and strategic recommendations to enhance customer experience and operational performance.
  3. Contribute to planning and budgeting for customer service initiatives.

Performance Management:

  1. Monitor and analyse key customer service metrics (e.g., response time, resolution rate, CSAT, NPS).
  2. Identify trends, performance gaps, and opportunities for improvement through data-driven analysis.
  3. Develop and implement actionable plans to enhance service delivery and efficiency.

Process & Policy Management:

  1. Review and optimise Standard Operating Procedures (SOPs) for efficiency, consistency, and compliance.
  2. Support change management initiatives affecting customer service operations.
  3. Collaborate with Quality Assurance and Training teams to uphold high service standards.

Stakeholder Engagement:

  1. Serve as a liaison between Customer Service and other departments (e.g., Product, Risk, Operations, Marketing).
  2. Represent the voice of the customer in business discussions and product development.
  3. Facilitate effective cross-functional communication and collaboration.

Reporting & Analysis:

  1. Prepare and present regular performance reports and business insights to management.
  2. Track and communicate key customer trends and their impact on service KPIs.

Capability Development:

  1. Identify skill gaps within the team and collaborate with Learning & Development to deliver targeted training.
  2. Promote a customer-centric culture and champion service excellence across the organisation.

Compliance & Risk Management:

  1. Ensure full adherence to company policies, procedures, and regulatory standards.
  2. Identify and escalate potential risks impacting customer trust or satisfaction.

Qualifications & Requirements

  1. Bachelor’s degree in Business Administration, Management, Communications, or a related field.
  2. 3–5+ years of experience in Customer Service, Business Operations, or a similar role.
  3. Strong analytical, communication, and stakeholder management skills.
  4. Proficiency in Microsoft Excel, PowerPoint, and data visualisation tools.
  5. Experience in a fintech or digital service environment is an added advantage.
  6. Customer-focused, proactive, and results-oriented mindset.

 Competencies:

  1. Strategic thinking and business acumen
  2. Process improvement and data-driven decision-making
  3. Collaboration and influence
  4. Customer orientation and problem-solving
  5. Accountability and adaptability.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service

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