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

United Bank for Africa Plc (UBA) is one of Africa’s leading financial 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: Lagos, Nigeria

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