United Bank for Africa Plc (UBA) as one of the Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York.
They are recruiting to fill the position below:
Job Title: Deputy Head, Customer Fulfilment Centre
Location: Lagos, Nigeria
To Apply:
Interested and qualified candidates should:
Click here to apply online
Application Deadline: Not Specified.
Job Objective(s)
- Supporting the Group Head, Customer Fulfilment Center (GH-CFC) on day-to-day operations in the CFC, and ensuring that standards of care and structures that contribute to the seamless running of CFC are properly maintained
- Ensuring that the Service Level Agreement levels in all reporting LOBs, as well as vendor solutions comply with the set standards and are effectively managed
- To ensure that effective reporting mechanisms and planning procedures are developed and adhered to
- To work with the GH-CFC and relevant stakeholders to disseminate business and organizational information clearly and concisely in the most appropriate manner
- Work closely with the GH, CFC and the heads of unit towards developing the teams and ensuring a seamless process flow
- Managing escalations to ensure that they do not degenerate and closing out proactively
- To ensure timely rendition of weekly/monthly reports & ensure that all assigned tasks and action items are to be submitted at advised periodic intervals
- Communicate proactively, openly & directly with the CFC Platform, all units across the Bank, and ROA, towards achieving desired outcomes
- To work effectively with the operations’ group, Business Offices and other Directorates to ensure that there is a smooth handshake between the frontline Team and back offices
- Knowledgeable and fully abreast of with call Center Techniques, processes and procedures and ensure that best practice is entrenched within CFC
- Demonstrate understanding of the Bank’s policies, processes, procedural guidelines, internal dynamics and regulatory provisions
- Able to take initiatives on the fly that will enhance the quality of service delivery, customer satisfaction and staff welfare
- Ability to evolve initiative and coordinate projects that will help ensure that CFC is able to function optimally
- Liaise effectively with requisite stakeholders to ensure that CFC, as well as the staff are safe and stable in discharging their duties to the customers
- Able to take decision and actions on the spur of the moment to promptly recover service and close all identified gaps along the complaint resolution value chain
- Constantly uphold the organizational culture and driving same across the platform
- Ensure discipline and orderliness is maintained at all times
Minimum Education Qualifications:
- First Degree in any field
- Master’s would be an added advantage
- Certifications in any customer service related field also an advantage
Previous Work Experience Requirements:
- Worked extensively in a customer service supervisory/managerial role for a minimum of 5 years
- A good knowledge of contemporary banking practices and financial/economic matters
- A sound understanding of the bank’s products, processes and procedures
- Leadership role for a minimum of 5 years
- Minimum of 5 years Banking experience
Skills required:
- Supervisory and Team leading skills
- Effective communication skills (verbal and written)
- Performance Management Knowledge
- Self-motivation and resilience
- Good knowledge of regulatory requirements
- An outgoing personality with a drive to work with young, restless, disruptive and enterprising minds
- The ability to build and sustain relationships with customers
- Ability to work under pressure, meet and surpass targets
- Computer proficient, with ability to understand, and analyse reports/dashboards, to distil business intelligence, and actionable insights
- Knowledge of Contact Centre Metrics and KPIs
- Emotional and Business Intelligence skills
