Expired 3 days ago
Digital Channels Analyst (Monitoring & Support)
full-time
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Job Summary
We are seeking a Digital Channels Analyst to monitor and support our digital channels, ensure smooth customer journeys, and provide timely issue resolution. The role will monitor the prequalification process, act as an intermediary between IT and business teams, and support payroll data collection from Collections Officers for decisioning and reporting. The Analyst will also ensure the Affiliate Program runs smoothly, resolving partner issues and tracking performance. Mid-level proficiency in SQL, Excel, and Power BI is required. Tele-sales experience is a strong advantage.
Job Details
Key Responsibilities:
- Monitor digital channels daily to ensure availability, performance, and smooth customer journeys.
- Track and report channel KPIs (leads, conversions, drop-offs, errors, turnaround time).
- Log, troubleshoot, and escalate incidents; follow through to resolution with IT and relevant teams.
- Monitor the end-to-end prequalification process, investigate failures, and coordinate fixes.
- Obtain and validate payroll data from Collections Officers; ensure accuracy and completeness.
- Build/maintain dashboards and reports using Power BI, SQL, and Excel to support decisions.
- Ensure the Affiliate Program is operational (tracking, attribution, partner support, issue resolution).
- Maintain documentation (SOPs, issue logs, recurring issues/root cause patterns).
Requirements
Requirements (Must Have)
- 3–5 years’ experience in digital channel operations, sales operations, analytics, or a similar role.
- Mid-level SQL (joins, aggregations, filtering, data validation).
- Mid-level Excel (pivots, lookups, reconciliation; Power Query is a plus).
- Mid-level Power BI (dashboards, basic DAX, refresh monitoring).
- Strong problem-solving, attention to detail, and stakeholder management skills.
- Ability to translate business issues into clear technical requirements/tickets.
Added Advantage (Nice to Have)
- Strong Tele-sales background and understanding of conversion drivers and lead management.
- Experience in fintech/lending journeys, affiliates/referral programs, and funnel analytics.
- Familiarity with ticketing tools (e.g., Jira/ServiceNow) and CRM platforms.
Key Performance Indicators (KPIs)
- Channel uptime and reduced incident frequency
- Faster issue resolution time (MTTR) and SLA compliance
- Improved prequalification success rate and reduced failure reasons
- Accuracy/timeliness of payroll data availability
- Affiliate issue resolution turnaround and tracking accuracy
- Consistent, actionable reporting and dashboard adoption
Benefits
At Credit Direct Finance Company Limited, we value our employees and strive to provide a comprehensive benefits package that recognizes their contributions and supports their well-being. As part of our commitment to a positive work environment, we offer the following benefits:
Competitive Salary and Sales Bonus: We offer a competitive salary structure that is commensurate with industry standards and recognizes the skills and experience of our employees.
Quarterly Performance Pay: We recognize and reward exceptional performance. Our quarterly performance pay program allows employees to earn additional compensation based on their individual and team achievements.
Transport Subsidy: We understand the importance of accessible transportation for our employees. To assist with commuting expenses, we provide a transport subsidy to help alleviate the financial burden associated with travel to and from work.
13th Month Salary: As an additional financial benefit, we provide a 13th-month salary to our employees. This extra payment, usually received at the end of the year, serves as a bonus and acknowledges their dedication and commitment throughout the year.
Leave Allowance: We recognize the importance of taking time off for rest and relaxation. In addition to annual leave entitlement, we provide a leave allowance to eligible employees, offering financial support during their vacation time.
Profit Sharing: We believe in sharing our success with our employees. Through our profit-sharing program, eligible employees have the opportunity to receive a share of the company's profits, providing an additional incentive for their dedication and hard work.
These benefits are designed to support our employees' financial well-being, work-life balance, and professional growth. We continuously review and enhance our benefits package to ensure that it remains competitive and aligned with the needs and preferences of our valued employees.
About Company
Credit Direct Finance Company Limited
Credit Direct is the Fintech arm of the FCMB Group.