People Experience Officer - People Helpdesk

Who we are

Moniepoint Group is the fastest growing Fintech in Africa, as just ranked by Financial Times in 2024. Our mission is to drive financial inclusion and bring happiness to hundreds of millions of small businesses and individuals in Africa, by building Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools.

We are Nigeria’s biggest merchant acquirer, and one of the biggest digital banks, with over 15 million customers, and 3,500+ team members. We are on an exciting journey of growth, and we are now looking for a passionate, experienced people leader to build and drive our global talent and performance management strategy across the entire company.

Job Purpose

People Experience Officer is the first point of contact for employees seeking support on People-related matters. You help employees navigate policies, processes, and systems by providing clear, timely, and accurate responses. Working closely with Payroll Operations, Contracts & HR Administration, Employee Lifecycle, Talent Acquisition, and PBPs, you ensure queries are resolved efficiently and routed correctly.Your work helps employees feel supported and informed, reinforcing trust in the People Team’s day-to-day operations.

Key Responsibilities

• Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions.
• Triage incoming questions and route them to Payroll, HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required.
• Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance.
• Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions.
• Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis.
• Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements.
• Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period.
• Help maintain documentation and knowledge base content so employees can self-serve where appropriate.
• Ensure interactions uphold confidentiality and follow internal governance standards.
• Provide general administrative support to People Experience during peak periods.

Qualifications

• 1–3 years of experience in HR support, customer service, or a People Experience role.
• Strong communication skills with the ability to simplify information for employees.
• Comfortable working with helpdesk or ticketing systems and HR platforms.
• Good organisational skills and confidence handling multiple queries at once.
• Basic understanding of HR processes and employee lifecycle stages.

Preferred Qualifications

• Experience supporting teams in a fast-paced or multi-country organisation.
• Familiarity with HRIS tools, internal knowledge bases, or digital service platforms.
• Interest in People Experience, service delivery, and process improvement.

About You

• You are patient, approachable, and clear in your communication.
• You enjoy helping people and take pride in providing a smooth support experience.
• You’re organised and capable of managing volume without dropping detail.
• You ask the right questions and seek clarity before providing responses.
• You understand confidentiality and handle sensitive information with care.
• You’re eager to learn more about People Experience and develop your expertise.

What Success Looks Like

• Consistent, timely responses to helpdesk queries with high employee satisfaction.
• Accurate routing and clear documentation of all cases.
• Noticeable reduction in repeated questions due to improved templates and FAQs.
• Positive feedback from employees and People Experience around clarity and dependability.
• Helpdesk insights contribute to updates in policies, workflows, or system guides.
• Employees see the helpdesk as a reliable, friendly, and knowledgeable support channel.