Christopher Johnson Email & Phone Number

Lagos, Lagos State, Nigeria

Develop and implement a comprehensive operations governance framework to ensure compliance with regulatory requirements, internal policies, and industry best practices.Monitoring of all the Dispute activities on Grafana including claims load, IDRS resolution and VROL claims cut over,test results, leaked defects, root cause analysis and identifying areas of improvement. Implement steps required to improve the processes.Coordinate pilot test of projects after production for a smooth go live in operations.Prepares and analyzes internal and external quality reports for management staff reviews.Establish key performance indicators (KPIs) and metrics to measure the effectiveness of operational processes and drive performance improvements.Conduct regular audits and assessments of operational activities, identifying areas for improvement and implementing corrective actions as needed.Collaborate with cross-functional teams, including Compliance, Legal, Risk Management, and Operations, to ensure alignment on governance initiatives and promote a culture of compliance and quality.Provide guidance and support to operations teams on regulatory requirements, risk mitigation strategies, and quality assurance best practices.Strong experience managing JIRA, Grafana and Confluence projects with API Integration, product review and Post deployment before UAT in payment APIs and merchant integrations.Collaborate with the senior leadership, business lines and every department to ensure everything goes smoothly for products launch to go live.Establish a Change Authorization Board(CAB) to scrutinize and evaluate every Projects, change requests impacts, rollback plans for change, update on our switch platform including projects.Prepare and present reports on operations governance performance, initiatives, and metrics to senior management and stakeholders.Drive quality culture initiatives and promote awareness of quality principles and best practices throughout the organization.

Lagos, Nigeria

• Build, manage, train and drive my teams to achieve excellence on issue resolutions for agents, aggregators and customers via CRM.• Monitoring of all the QA activities, test results, leaked defects, root cause analysis and identifying areas of improvement. Implement steps required to improve the processes.• Prepares and analyzes internal and external quality reports for management staff reviews.• Monitor departmental performance continuingly, taking the appropriate steps to improve its effectiveness, compliance to policy, and increase the level of service to the customer.• Strong stakeholder management & collaboration with managing external suppliers & vendor governance to deliver desired outcomes and support.Training and Awareness: Develop training programs and awareness campaigns to educate employees about their roles in maintaining operational integrity and governance.Monitor the effectiveness of QA metrics as performance measures, such as quality, customer satisfaction, and find efficiencies.• Strong experience managing JIRA and Confluence projects with review before UAT in payment APIs and merchant integrations.Performance Metrics: Define and track key performance indicators (KPIs) related to operations governance. Process Improvement: Continuously evaluate and enhance operational processes and workflows to ensure efficiency, transparency, and accountability. Implement process improvements based on industry benchmarks and emerging trends.. Support the company's expansion into new markets or the introduction of new fintech products and services.Documentation and Records Management: Maintain comprehensive records of all operations governance activities, including policies, procedures, audit reports, and compliance documentation.Stakeholder Communication: Maintain open and effective communication channels with various stakeholders, including senior management, regulatory bodies, and external partners, to keep them informed about operations governance.

Lagos

Lead and managed fraud Investigations and prevention on suspicious transactions for agents, aggregators, banks and merchants via CRM.Lead and manage suspicious transaction route analysis and resolution on Cards.( VISA, MasterCards, AMex, Uniopay and Verve Cards).Perform thorough investigation, detection, prevention and minimization of losses through analysis of suspicious transactions as generated by transaction monitoring systems within 24/7.Lead and managed Visa fraud config projects for banks and merchants known as VCAS.Successfully manages all 3rd parties in charge of chargebacks investigation and fraud management.Merchant creation on fraud configuration to enable flagging of suspicious transactions.Enabling Cards for Magnetic Strips transactions for international transactions.Rules creation and activation on fraud monitoring systems to disable and flag fraudulent transactions.Dispute Resolutions transactions on VROL for banks and Merchants via CRM.Anti-Money Laundering regulations and law compliance.Experience in planning, executing, and reporting on compliance testing reviews and regulatory issue validation activities Exhibit project management, interpersonal, sound decision making, and intuitive thinking skills.Understanding of rules, laws, and regulations, and specific regulatory requirements.Strong interpersonal skills for building strong relationships with stakeholders and engaging teams. Effectiveness in working within a large scale and complex matrix organization is essential.Identifies the weaknesses of the current control process and recommends enhancements to mitigateAssist with the implementation of new processes and software solution related to fraud prevention/detection and payments.Monitor real time queues and identify high risk transactions within the business on issuing and acquiring.Oversee and assists in the investigation of all chargebacks and fraud transactions deriving from E-commerce and from the Retail businesses.

Lagos Nigeria

Backend Issue Resolutions via CRM for Quickteller Paypoint Agents, Aggregators and sub agents.Onboarding process for Quickteller Paypoint Agents and Aggregators.Wallet funding for both agents and aggregators to enable them transact with liquidity funding for top qualified aggregators.Support field staffs and training on issues resolutions for agents and aggregators.Client Relationship Management which include building and maintaining strong relationships with clients, agents and aggregators or customers to understand their expections and needs.Service Level Agreements (SLAs) which I am responsible for setting SLAs, tracking performance against them, and making improvements as needed.Key accounts managements for all telcos and merchants to meets expectations and objectives.Performance Monitoring: Continuously monitoring the performance which using metrics and key performance indicators (KPIs) to assess performance and identify areas for improvement.Quality Assurance by ensuring the quality of services is maintained is critical. This includes implementing quality control measures, conducting audits, and addressing any quality issues that may arise.Process Improvement by identifying areas where service delivery processes can be improved and working on process optimization initiatives to enhance efficiency and effectiveness.Reporting: Preparing regular reports on service delivery performance, including key metrics, for senior management and stakeholders.Compliance and Regulations by staying up-to-date with industry regulations and compliance requirements that may impact service delivery. Ensuring that services are delivered in accordance with these regulations is essential.Tracking of performance and onboarding of sub agents for aggregators for IFIS.Revenue growth and value realization for agents and aggregators.Agents and Aggregators loyalty programs coordinator and hosting seminars with workshops in various regions of Nigeria

Lagos

Recruitment of agents and aggregators for Interswitch Financial Inclusion Service known as Quickteller Paypoint.Strategy Development: Develop and implement strategies to promote financial inclusion within the organization's target market or community. This involve creating or expanding financial products and services designed to reach underserved populations.Market Research: Conduct research to identify unmet financial needs and barriers to access for marginalized or underserved communities. This include analyzing demographics, economic conditions, and regulatory factors.Product Development: Work with product development teams to create financial products and services that are accessible, affordable, and tailored to the needs of underserved populations. This include designing low-cost savings accounts, microloans, or digital payment solutions.Partnership Building: Collaborate with government agencies, non-profit organizations, community groups, and financial institutions to form partnerships that support financial inclusion initiatives.Compliance and Regulation: Ensure that all financial inclusion programs and products comply with relevant financial regulations and ethical standards.Monitoring and Evaluation: Establish key performance indicators (KPIs) to track the impact of financial inclusion initiatives. Regularly evaluate and report on the effectiveness of these programs.Customer Engagement: Engage with agents, aggregators and customers, gather feedback, and conduct surveys to understand their needs and preferences. Use this information to refine products and services.Data Analysis: Analyze data to identify trends, opportunities, and areas for improvement in financial inclusion programs. Data-driven decision-making is essential for successful initiatives.Risk Management: Assess and manage risks associated with financial inclusion efforts, including credit risk, operational risk, and fraud prevention.

Abuja

Customer Engagement: Interact with potential customers through various channels, including phone calls, emails, online chats, and in-person consultations. Listen to customer inquiries, understand their travel preferences, and assess their needs.Product Knowledge: Acquire in-depth knowledge of the vacation packages, destinations, accommodations, and amenities offered by the company. Stay up-to-date with the latest travel trends, promotions, and special offers.Recommendations: Provide personalized travel recommendations and itineraries tailored to the customer's interests, budget, and desired travel experience.Suggest vacation destinations, activities, and upgrades that align with the customer's preferences.Booking and Reservations: Assist customers in making travel reservations, including flights, accommodations, transportation, tours, and activities. Ensure accuracy in booking details and coordinate with suppliers and partners.Customer Service: Address customer inquiries, concerns, and issues promptly and professionally.Provide excellent customer service throughout the entire booking process and beyond.Documentation and Paperwork: Prepare and complete necessary travel documents, itineraries, invoices, and payment processing.Ensure compliance with travel regulations and requirements.Relationship Building: Build and maintain strong customer relationships to encourage repeat business and referrals. Follow up with customers after their vacations to gather feedback and address any post-travel needs.Sales Targets and Reporting: Meet or exceed sales targets and quotas set by the company.Maintain accurate sales records and reports for management.Market Research: Conduct research on travel industry trends, competitors, and customer preferences to stay competitive in the market.Technology Utilization: Utilize booking and reservation systems, customer relationship management (CRM) software, and other technology tools to streamline the booking process.