People Experience Officer - People Helpdesk

About Moniepoint: Moniepoint Group is the fastest-growing Fintech in Africa (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 by building Africa's all-in-one financial ecosystem. As Nigeria's largest merchant acquirer and a leading digital bank with over 15 million customers and 3,500+ team members, we empower businesses with seamless payment, banking, credit, and management tools.

Role Purpose

The People Experience Officer is the absolute first point of contact for employees seeking support on internal People-related matters. Working closely with Payroll Operations, Contracts & HR Administration, Employee Lifecycle, and Talent Acquisition teams, you will help employees navigate policies, processes, and systems by providing clear, timely, and accurate responses through our helpdesk framework. Your daily work reinforces trust in the People Team's day-to-day operations and ensures everyone feels supported.

Key Responsibilities

• Helpdesk Ticket Management: Respond to employee queries through the internal helpdesk system, ensuring highly professional, accurate, and rapid resolutions.
• Query Triage & Routing: Triage incoming employee questions and route complex cases to Payroll, HR Admin, Lifecycle, or HRIS teams when escalation is required.
• Knowledge Base Maintenance: Update and maintain helpdesk FAQs, response scripts, and email templates to improve documentation clarity and reduce repeat questions.
• Onboarding Support: Support new joiners by assisting them with initial People systems access, core documentation, and policy-related inquiries during their critical onboarding period.
• Trend Analysis: Track and record all helpdesk interactions to ensure data accuracy for reporting; identify recurring patterns and flag them for process improvements.
• Confidentiality Governance: Ensure all interactions rigorously uphold employee confidentiality and follow strict internal data governance standards.

Required Skills & Qualifications

• 1–3 years of professional experience operating in an HR support, internal customer service, or dedicated People Experience role.
• Strong, empathetic communication skills with the unique ability to simplify complex HR policy information for general employees.
• Comfortable working hands-on with digital helpdesk ticketing systems, HRIS tools, and internal knowledge bases.
• Exceptional organizational skills and complete confidence handling multiple overlapping queries in a high-volume environment.
• Basic conceptual understanding of global HR processes and standard employee lifecycle stages.
• Location Context: 100% remote working flexibility open to qualified HR and support professionals based within Nigeria.

What Success Looks Like

• Consistent, highly timely responses to helpdesk queries coupled with high employee satisfaction scores.
• Accurate case routing and clear documentation tracking for all ticket interactions.
• Noticeable reduction in repeated inquiries due to dynamically improved templates and self-serve FAQs.
• Helpdesk data insights actively contribute to tangible updates in policies, workflows, and system guides.