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

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  • UBA’s has more than 65 years of providing uninterrupted banking operations dating back to 1948 when the British and French Bank Limited (“BFB”) commenced business in Nigeria. BFB was a subsidiary of Banque Nationale de Crédit (BNCI), Paris, which transformed its London branch into a separate subsidiary called the British and French B…

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    Deputy Head, Customer Fulfilment Centre

    • Job Type Full Time
    • Qualification BA/BSc/HND , MBA/MSc/MA
    • Experience 5 years
    • Location Lagos
    • Job Field Banking&nbsp

    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

    Method of Application

    Interested and qualified? Go to United Bank for Africa (UBA) on www.ubagroup.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.



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