Consultant Service

Introduction

A reputable company is a diversified financial services organisation operating three customer-facing
entities: the organization (mobile digital wallet), its affiliated remittance business (cross-border remittance), and its affiliated microfinance business (Shariah-compliant banking and microfinance). All three entities currently rely on a shared live-agent contact centre to handle inbound customer enquiries.
a reputable company has defined a strategic programme to automate its contact centre operations
through a WhatsApp Business Chatbot and intelligent call deflection platform. The internal business
requirements for this programme have been documented and are ready for use. a reputable
company now seeks to engage an experienced external consultant to lead and coordinate the full
project lifecycle — from requirements translation through vendor selection, implementation
oversight, and go-live.

This Terms of Reference (ToR) sets out the scope of work, responsibilities, deliverables, timeline,
and qualification requirements for the Project Lead Consultant role. It is the primary document
governing the consultancy engagement.

Project Background & Context

The Programme
The Contact Centre Automation Programme aims to transition all three a reputable company
entities from a fully agent-handled service model to a tiered digital-first model in which the majority
of Tier-1 customer enquiries are resolved through automated self-service. The programme requires
the procurement, configuration, integration, and deployment of a WhatsApp chatbot platform,
connected to core banking and operational systems across all three entities.

Current State
A reputable company contact centre currently handles enquiries spanning a wide range of
complexity levels, from straightforward account information requests and PIN resets to complex
dispute resolutions and regulatory complaints. A significant proportion of current CCR workload is
attributable to repetitive, standardizable interactions that a well-configured automated system can
resolve without human intervention.

Required Qualifications & Experience 

a reputable company is seeking an individual consultant or a small specialist consultancy practice with demonstrable, directly relevant expertise. The following qualifications and experience are required: 

 Essential Requirements 

• Minimum 5 years of experience in technology project management or digital transformation consulting, with at least 2 projects delivered in the financial services, fintech, or mobile money sector. 
• Demonstrated experience managing the full lifecycle of a software or platform implementation, from requirements definition through go-live and post-launch review. 
• Experience leading vendor procurement processes, including drafting RFPs, evaluating proposals, facilitating demonstrations, and supporting contract negotiations. 
• Proven ability to translate business and operational requirements into structured technical specifications suitable for developer or vendor consumption. 
• Experience conducting or overseeing user acceptance testing for digital platforms, including test case design, defect management, and formal sign-off. 
• Strong written and verbal communication skills; must be able to produce professional-quality project documentation and present clearly to senior management. 
• Familiarity with WhatsApp Business API deployments or similar conversational AI/chatbot implementations is strongly preferred. 
• Experience working with multi-entity or group-level organisations, managing stakeholders across different business lines. 

 Desirable Requirements 

• Prior experience with contact centre transformation, IVR modernisation, or call deflection programmes in a financial services context. 
• Knowledge of core banking system integrations, CRM platforms, or case management systems. 
• Familiarity with regulatory compliance requirements relevant to digital financial services in West Africa. 
• Recognised project management certification (PMP, PRINCE2, Agile/Scrum, or equivalent). 
• Experience working with Islamic financial institutions or Shariah-compliant service environments. 

 Personal Attributes 

• Proactive, structured, and detail-oriented, with a demonstrated ability to manage multiple workstreams simultaneously. 
• Credible and confident in stakeholder management at all levels — from technical teams to executive leadership. 
• Capable of operating with a high degree of independence while maintaining clear accountability to a reputable company. 
• Sound commercial judgement; able to assess vendor proposals critically and negotiate effectively on behalf of a client. 
• Committed to delivering outcomes, not just outputs — focused on the business result, not only the documentation. 

FOR THE FULL TOR AND APPLICATION PROCESS, CLICK HERE:

 Application deadline is: 22nd August, 2026.