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

Title: Deputy Head, Customer Fulfilment Centre | United Bank for Africa Plc (UBA) | Location: Lagos, Nigeria

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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

Application Closing Date
Not Specified.

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