Lead, People Helpdesk
Moniepoint Inc. (Formerly TeamApt Inc.)
full-time
Posted on:
Location Type: Remote
Location: Nigeria
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Job Level
About the role
- Own the daily operations of the People Helpdesk, ensuring all employee queries are triaged, responded to, and resolved within agreed SLAs.
- Maintain a clear routing and escalation framework across Payroll, HR Administration, Employee Lifecycle, Talent Acquisition, HRIS, and PBPs to ensure efficient issue handling.
- Deliver accurate, consistent guidance based on Moniepoint’s policies, processes, and People operations standards.
- Manage and update the FAQ library, knowledge base articles, and helpdesk templates to improve clarity and reduce repeated questions.
- Track, monitor, and analyse query trends to identify recurring issues, process gaps, or training needs across the People function.
- Work closely with HRIS & People Analytics to ensure helpdesk data is captured correctly and contributes to operational insights.
- Partner with the Head of People Operations to enhance service quality, reduce response times, and improve employee experience.
- Ensure all helpdesk interactions meet standards of confidentiality, accuracy, and professionalism.
- Support onboarding waves by helping new joiners navigate People systems, benefits, policies, and administrative processes.
- Contribute to documentation improvements, process updates, and system upgrades that reduce friction for employees and improve internal consistency.
Requirements
- 4–6 years of People Operations, HR service delivery, or employee support experience.
- Experience using helpdesk or ticketing systems, HR platforms, or case management tools.
- Strong understanding of People policies, HR operations processes, and employee lifecycle basics.
- Excellent communication skills with the ability to explain People processes in simple, clear terms.
- Comfortable working with data to identify trends, gaps, and opportunities for improvement.
- Experience supporting employees across multiple countries or entities (preferred).
- Exposure to fintech, financial services, or other fast-paced, structured environments (preferred).
- Familiarity with HRIS platforms, internal knowledge bases, or digital support tools (preferred).
Benefits
- no specific benefits listed
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
People OperationsHR service deliveryemployee supportdata analysisprocess improvementonboardingissue resolutionquery trend analysisdocumentation improvementconfidentiality standards
Soft Skills
communicationproblem-solvingorganizational skillsinterpersonal skillsattention to detailadaptabilitycollaborationcustomer serviceprofessionalismclarity in explanation