Specialist - Onboarding Operations

Reports To: Manager - Onboarding Operations Division: MoMo Payment Service Bank (MoMo PSB) Mission: Provide a value-driven and customer-centric approach that ensures customers, merchants, and agents derive maximum benefit from our products and services. Guide and support customers throughout their onboarding journey, ensuring they are well-grounded, equipped to succeed while providing user-friendly support, and even celebrating milestones when a customer becomes Revenue Generating Subscriber (RGS). Description: Onboard Customers using functional strategy cascaded by the functional lead for continuous relationship. Assist in review of the onboarding strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem. Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required. Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required. Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead. Develop and execute onboarding campaigns across multiple channels, including search engine marketing (SEM), social media, email marketing, display advertising, and content marketing. Collaborate with internal and external stakeholders to create, engage and effective improve onboarding process such as pop messages, landing pages, and visual content of all onboarding journey. Continuously optimize campaigns based on data-driven insights, aiming to improve performance and drive better ROI. Collaborate with cross-functional teams, including creative, content, and web development, to align MoMoPSB initiatives with overall strategies and goals. Work closely with the GTM and Sales team to ensure consistent messaging across all digital channels. Education: Degree in Analytics or business, or any related discipline or its equivalent Additional certifications in data Analytics are a plus. Relevant post graduate qualification is an advantage Experience: 3 – 7 years of experience in an area of specialization; with experience with working with others Experience working in a medium organization Proficiency in the use of Microsoft office tools Journey mapping; prototyping and framing Experience in data analysis, problem solving and reporting/presentation Experience working in a medium organization Strong analytical skills Experience in Enterprise Data Management Strong Microsoft Excel and PowerPoint skills Business Planning and Analysis, preferably within the telecommunications sector Experience in Customer Care and Management *Eligible Females and People with Disabilities are encouraged to apply.