The Head, B2B support role balances customer support strategy with delivery and champions for people management, performance management, and enabling excellence in customer support delivery within the B2B space, upholding a consumer-centric focus and mindset of surpassing departmental expectations.
The role is responsible for promoting organizational values.
✓ Open Minded Collaboration
✓ Customer Success
✓ Empowered People
✓ Innovation Excellence
✓ Ethical Conduct



Operations Management

  • Manage the activities of the team to ensure the smooth implementation of operational plans and realization of service level targets
  • Manage cross-functional relationships with interfacing/support departments and external stakeholders to ensure compliance with quality and service delivery standards.
  • Design and implement strategies geared towards improving the team (e.g., Interaction segregation to manage ticket volumes and facilitate speedy resolutions of queries).
  • Conduct periodic procedural audits of Customer Support operations to ensure an efficient delivery service.
  • Assist in continuously reviewing business processes, making recommendations for improvement, and implementing approved initiatives to ensure enhanced performance of the team.
  • Recommend & implement tactical initiatives to improve service efficiencies & enhancements.

Incident Management & Problems Requests

  • Achieve increased productivity and minimize disruptions through the quick resolution of user queries during high severity incidents
  • Act as an escalation point where difficult or controversial calls/cases are received.
  • Raise and work with other heads of units on resolving reoccurring incidents/requests.

Broad Product/Service Understanding

  •  Basic knowledge of transaction processing services, settlement, dispute, reporting and incident management process.
  • Understand how customers use these services to support them appropriately.
  • Basic knowledge of Postillion S1 Portal (Transaction Query transaction identification and transaction troubleshooting).
  •  Keeps abreast of changing and new products or services.

Continual Service Improvement

  • Supports specific activities and align individual expectations to improve process efficiencies and process optimization
  • Think outside the box to solve persisting platform/process/people challenges by doing all that can be done to create and implement a lasting solution.
  • Maintain and improve Customer support operations by the monitoring system, preparing and completing action plans and system and process improvement.

Performance Management

  •  Assist in developing and implementing performance management and continuous improvement against established key performance indicators.
  •  Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
  • Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
  • Take interest and contribute to the development of your team member’s capabilities to meet team goals and objectives. They are the currency to achieving your team’s objectives.
  •  On-time performance delivery, ownership, and accountability for quality outcomes.


Academic Qualification(s):
A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience

Professional Qualification(s):
ITIL V4 Foundations Certification (not mandatory but an added advantage)
Other qualifications are not mandatory but recognized

 Experience (Number of relevant years):

At least 5 years’ experience in managing customer service delivery teams within a technology environment.

  • Proven work experience as a supervisor or manager
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  •  Decision-making skills


Group Core Operations


Lagos Office   |   Permanent


June 9, 2023

Apply now