Vice President of Customer Enablement

Company Description

Swift Capital Growth Partners Limited is a microfinance company focused on expanding access to finance in Malawi through technology and innovation. Operating under the principle of “Finance for the People,” the organization works to remove barriers so more individuals and businesses can obtain the financial support they need. Its AAA strategy ensures solutions are affordable, available to diverse communities, and accessible through digital tools that enable seamless client engagement. Swift Capital designs financial products that help clients manage challenges, grow their operations, and create long-term impact in their communities. Team members contribute to a mission-driven environment that values innovation, inclusion, and sustainable development. Role Description The Vice President of Customer Enablement is a full-time, remote role responsible for leading customer-facing strategies and initiatives that enhance the overall customer experience. This position oversees customer service operations, including contact center performance, customer success programs, and processes that drive satisfaction and loyalty across digital and traditional channels. The role involves designing and implementing enablement frameworks, developing training and resources for customer-facing teams, and establishing metrics to monitor customer satisfaction and service quality. The Vice President collaborates with product, technology, and operations teams to align customer insights with product improvements and service delivery. This role also includes building and mentoring a high-performing customer enablement team, optimizing workflows, and ensuring that customer feedback is integrated into strategic decision-making.

Qualifications

Strong focus on Customer Satisfaction and Customer Experience, with a track record of improving client outcomes and loyalty. Proven expertise in Customer Service and managing Contact Centers, including designing processes, setting service standards, and leading teams. Advanced Analytical Skills to interpret customer data, define performance metrics, and drive data-informed decision-making. Experience developing and executing customer enablement strategies in financial services, fintech, or microfinance environments. Demonstrated leadership capabilities, including team management, coaching, and cross-functional collaboration. Excellent communication and stakeholder management skills, with the ability to work effectively in a remote, multicultural environment. Bachelor’s degree in business, finance, communications, or a related field; advanced degree or relevant certifications are an advantage. Familiarity with digital customer engagement platforms and CRM systems; experience with technology-driven service models is beneficial.