To increase customer satisfaction by providing effective digital operations and merchant support services in line with policies and procedures.

Main Duties and Responsibilities:

• Conduct environmental analysis and assess Nisir’s strength and weaknesses to make use for preparation of the DFS.

• Use the available business intelligence and analytics data and resources to produce information that will be used as input in the preparation of DFS penetration plans.

• Develop effective and best practice DFS performance and reporting strategy, policies and processes. 

• Develop, prioritize and DFS performance management and reporting improvement initiatives taking into account value, risk and impact. 

• Ensure that DFS performance targets and measures are properly cascaded to individual staff and management of Nisir.

• Track, analyze and report DFS performance using robust dashboards and other visualization tools.   

• Monitor the quality of performance measurement data to ensure accuracy, timeliness and relevance; and conduct periodic evaluation to initiate tactical steps to address weaknesses and integrate changes into how performance is managed and reported.

• Regularly monitor performance of DFS against identified critical result areas, prepare and issue performance reports providing insight on performance trends, key performance drivers and recommendations on how to improve performance. 

• Facilitate the provision of DFS applications to branches, agents and customers through different channels.

• Handle inquiries of branches and handle their complaints or inquiries regarding DFS in collaboration with DFS operation and DFS Technology Support team.

• Handle dispute request and ensure that appropriate actions are taken on time.

• Deliver training to Nisir staff about DFS services.

• Assist branches in implementation of DFS guidelines and procedures.

• Collect feedbacks from customers related with service standard and propose recommendations.

• Liaise with branches to increase their customer base through digital onboarding.

Job Requirements

Qualification and Experience required

• Bachelor’s degree in Accounting, Management or related fields with 2 years of relevant experience.

How To Apply

After checking the eligibility criteria and preparing all the necessary documents, qualified and eligible applicants shall apply only online through vacancyhrm@nisirmfi.com within 7 (seven) days from the date of this announcement to Nisir Microfinance Institution S.C, Human Resource Management Directorate.

Write the job title you are applying for in the subject line of your email. 

In person or postal application will not be accepted.

Only short-listed applicants will be communicated. Application deadline: 5:00 PM, Sep 27, 2025.

Job Requirements Bachelor’s Degree in Accounting, Management or in a related field of study with relevant work experience Duties and Responsibilities: - Conduct environmental analysis and assess Nisir’s strength and weaknesses to make use for preparation of the DFS. - Develop effective and best practice DFS performance and reporting strategy, policies and processes.  - Handle dispute request and ensure that appropriate actions are taken on time. How to Apply Submit your application and CV along with supporting documents Via email: vacancyhrm@nisirmfi.com