Customer Experience Governance, Settlements and Analyst Officer

POSITION: Customer Experience Governance, Settlements and Analyst Officer.

Location: Lilongwe.

Reports to: Experience Manager.

Overview

Bespat Human Capital Management, is a Human Resource Recruitment and Management provider established to provide leading edge people management solutions and consulting services to businesses, organizations and government. On behalf of our client, we are now looking for an experienced Customer Experience Governance, Settlements and Analyst Officer to join a team of experts in the departments.

Job Purpose

The Job holder will be responsible for end-to-end governance, settlement, and analytics of
transactions, ensuring timely resolution, strong controls, and data-driven decision making to
improve customer experience.

Key Responsibilities

• Oversee transaction settlement (auto and manual).
• Ensure compliance with settlement SLAs (6hr, 24hr, 48hr).
• Lead reconciliation and resolve discrepancies.
• Manage partner relationships (banks, utilities, fintech’s).
• Oversee deallocation processes and closure within 24 hours.
• Drive governance, controls, and audit compliance.
• Use SQL and analytics tools to extract and analyse transaction data.
• Produce daily, weekly and monthly reports, dashboards, and insights as requested.
• Ad hoc Reports.

DIMENSIONS

• Transaction Volume Managed: Oversight of high-volume transactions (daily, weekly, and
monthly across multiple channels such as P2P, B2C, C2B, and merchant payments).
• Risk & Compliance Impact: Ensures zero revenue leakage and full compliance with
internal controls, audit requirements, and regulatory standards.
• Stakeholder Management: Regular interaction with internal teams (Finance, IT,
Operations, Customer Care) and external partners (banks, fintechs, utilities).
• Reporting Scope: Preparation and delivery of daily, weekly, and monthly performance
reports, dashboards, and insights to management.
• Systems & Data: Use of SQL, reporting tools, and transaction platforms to analyse and
manage large datasets.
• Customer Impact: Direct influence on customer experience through timely issue resolution,
reduced complaints, and improved transaction success rates.
• Decision-Making Authority: Provides analytical insights and recommendations that
influence operational improvements and process enhancements.

Educational Qualifications

• Bachelors Degree in Business Administration, Statistics, Sales, Marketing or equivalent
qualification.
• Proven ability to analyse complex business issues and identify, design and implement
effective practical recommendations.
• 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.
• Strong IT knowledge.
• Able to operate in performance driven organization.

Relevant Experience

• Two years experience in customer experience, operations, or finance.
• Experience with reconciliation and transaction systems.
• Proven experience working with cross-functional teams.
• High level knowledge; applies technical expertise and has full knowledge of other related
disciplines.
• Exhibits good level of creativity and resourcefulness.
• Planning, Presentation and Analytical skills.

Personal Attributes & Competencies

• Strong attention to detail and high level of accuracy
• Self-motivated, proactive, and results-driven
• Ability to work under pressure and meet tight deadlines (including odd hours when required)
• Excellent verbal and written communication skills
• Strong stakeholder management and teamwork skills
• Good organizational and time management skills with ability to prioritize multiple tasks
• Strong analytical and problem-solving capabilities
• Sound decision-making ability with a practical and solution-oriented approach
• Ability to work independently with minimal supervision
• High level of integrity and adherence to company policies, procedures, and governance
standards
• Customer-focused mindset with a commitment to service excellence
• Confident, assertive, and adaptable in a dynamic work environment
• Strong interpersonal and people management skills
• Cost-conscious with a focus on efficiency and value delivery
• Goal-oriented with high personal performance standards

How to Apply

Interested candidates who meet the above requirements are invited to submit their applications, including a detailed application letter, CV and copies of relevant qualifications, to: recruitment@bespat.net

Closing Date: 26th June 2026.