Sat. Nov 26th, 2022

institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

 

 

Job Title: Deputy Head, Customer Fulfilment Centre

Location: Nigeria
Grade Level: DM – SM grade

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
  • 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
  • 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
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Minimum Education Qualifications

  • First degree in any field
  • Masters 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 5years Banking experience

 

 

How to Apply
Interested and qualified candidates should:
Click here to apply

 

 

Note:

  • we are an equal opportunity employer and is committed to building a diverse workforce. While all applications will be acknowledged.
    • We reserves the right to select one or more candidates from this vacancy announcement
    • We may also retain applications and consider candidates applying to this post for other similar positions at the same grade level and with similar job description, experience and educational requirements
    • Qualified female candidates are strongly encouraged to apply
    • Scam Warning:
    We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
    • Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced.
    • Therefore, you are advised to apply particular care when submitting personal information on the web
    • Only shortlisted candidates will be invited for interview or the next stage of the recruitment process.
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Application Deadline 17th March, 2021.

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