Deputy Head, Customer Fulfilment Centre at United Bank for Africa Plc (UBA)

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
• 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
• • 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

  Application Closing Date
  17th March, 2021.

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