Business Analyst – Customer Experience

Why Airtel Malawi plc?

At Airtel Malawi, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Malawi.

Airtel Malawi is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

JOB PURPOSE

To ensure effective KYC compliance by analyzing customer due‑diligence data, producing timely insights and reports, recommending actions based on analytical findings, and providing essential administrative support to strengthen adherence to regulatory and internal standards within the Customer Experience Department

KEY ACCOUNTABILITIES

1. Corporate Customer Onboarding

• Manage the corporate customer onboarding process to ensure compliance.
• Maintain an up-to-date database of corporate customer registrations and related documents. This is to include addition and removal of mobile numbers as per request.
• Champion the implementation of corporate customer onboarding on Tribe app

2. Base Compliance

• Ensure base compliance by performing validations and highlighting gaps to be addressed.
• Drive closure of compliance gaps through staff training, and improvements in process and system.
• Support introduction of process enhancements by participating in UAT’s and sanity tests and driving adoption.
• SPOC for base validation projects including Abacus.

3. Audit Management

• SPOC for KYC audit
• Coordinate all KYC audit activities
• Own KYC audit trackers and coordinate resolution of tracked items

4. Reporting

• Deliver timely and accurate reports on base and performance metrics.
• Perform requested analysis and share insights for action

Educational Qualifications & Functional / Technical Skills

• University Degree in Business / equivalent qualification in sales or marketing/business administration.
• 3+ years of experience working within the telecommunications industry or other fast-paced, customer-focused industries is preferred.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
• Proven ability to operationalize and improve customer processes.
• Proficiency in performing analysis using Microsoft Excel, Microsoft Access, and other analytical tools.
• Excellent knowledge in customer experience discipline/profession
• Able to work under high stress with short term targets and objectives
• Able to handle, prioritize, multiple projects simultaneously
• IT literacy

Relevant Experience (Type of experience and minimum number of years)

• 3+ years in customer experience roles.
• High level knowledge; applies technical expertise and has full knowledge of other related disciplines.
• Exhibits good level of creativity and resourcefulness. Is able to guide and transfer knowledge to his/her team
• Basic knowledge in use of technical principles, theories and concept
• Able to operate with minimum supervision.
• Self-motivated, enthusiastic, energetic
• Attention to detail
• Confident, assertive
• Approachable customer focused
• People skills/motivation skills
• Good communication skills
• Leadership skills
• Team player
• Approachable customer focus
• High personal standard and goal oriented

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