Job Board

Job Summary:

• To oversee the operations of the Inbound voice channels, directly managing a team of agents who handle incoming customer complaints, requests, enquiries and feedback. To ensure agents maintain service quality, meet performance targets, escalate customer complaints accurately and ensure adherence to all inbound call efficiency metrics.

Duties & Responsibilities:

• Lead and manage a team of inbound agents.
•  Monitor and evaluate agent performance, providing regular feedback and coaching.
• Ensure there are no service failures, because of negligence or poor CMS escalation process adherence.
• Review audit scores from the Quality Assurance team, work individually with agents to improve identified issues.
• Track key performance indicators (KPIs) such as call volume, call wait time, average handle time, abandonment rate, agent occupancy and login duration.
• Ensure there are no incidents of financial loss to the bank due to non-adherence to the established policies of the bank by Contact Centre staff.
• Respond to escalated calls, providing solutions to customer issues.
• Serve as first level support for card related issues; unblocking and resetting Master Cards on VCAS platform, card hot listing on Post Card, querying on Postilion Real-time applications.
• Credit card support.
• Implement sales and product training to keep staff updated on offerings, customer response standards, and operational procedures.
• Ensure any staffing or scheduling conflicts or gaps are addressed promptly.
• Contribute to the development of processes and procedures within the Contact Centre.
• Identify operational issues and suggest improvements to enhance efficiency and customer satisfaction.
• Collaborate with other Team leads to manage and optimize workflows.
• Conduct regular team meetings to communicate department initiatives and collect team feedback.
• Report relevant information to management..

Key Performance Indicators:

• Revenue & Balance Sheet growth
• CSAT Score
• Net Promoter Score
• Abandon Rate: Ensure abandon rate is </=10%
• SLA Adherence: Ensure AHT </= 5 Minutes for voice, Clerical time </= 20seconds, login duration >/=100%, occupancy rate >/= 80%
• CRM Documentation: >/= 100% documentation of all interaction in the Contact Centre
• Quality Assurance score: >/= 85%

Job Requirements:

• First degree
• Bachelor’s degree or equivalent.
• Masters’ Degree or a professional certification such as Certified Customer Experience Professional Certification (CCXP), Six Sigma, will be an advantage.
• Prior experience and understanding of Contact Center Operations.
• Minimum of 4 years’ experience, out of which 3 years must have been spent in a similar role in Customer service or Contact Centre Operations.

Key Competency Requirements: Job Knowledge:

• Mandatory knowledge of Basic CBN policies
• Good knowledge of the bank’s policies and procedures
• Good understanding of the Nigerian
• Banking Industry including CBN policies
• Knowledge of Contact Centre technologies and industry practice
• Knowledge of Contact Centre performance metrics and measurement.
• Excellent coaching and feedback capability

Skills/Competencies:

• Strong leadership and communication skills
• Collaboration and relationship management
• Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
• Analytical mindset for performance evaluation and process improvement.
• Ability to handle escalated calls and provide effective solutions.
• Familiarity with call center software and tools.

Behaviour

• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Customer-First mindset.
• Solves for business outcomes and timelines.
• Demonstrates patience and perseverance.
• Demonstrates self-awareness.
• Acts with integrity and ethics.
• Encourages diversity of thought and respects  cultural differences.
• Has the vision and passion to inspire and coach others.

Job Summary:

• Ensure effective control over the e-Business platforms through effective and timely reconciliation/proofing of e-Business suspense accounts/GLs and resolution of all open items in line with the bank’s policy. 

Duties & Responsibilities:

• Daily proofing of all E-payments suspense and TSS accounts within the unit on the Financial Statement Balance List report. 
• Expunging of outstanding items in suspense and TSS accounts.
• Volume statistics reporting.
• Daily reviewing of the branch balancing sheet  
• Provides monthly proof of suspense accounts to the Reconciliation team.
• Perform other duties assigned by the team Lead Recons.

Reports

• Extra switch Report
• NIBSS Report
• Etranzact Report
• VSS (UPSL) Report
• MasterCard Report

Key Performance Indicators:

• 0% fraud through settlement operations
• 0% repeat Audit finding
• Error rate < 1%
• Satisfactory audit rating
• Ensure that open items are not older than 5days

  Job Requirements:

• Minimum of First Degree in any discipline
• Professional qualification in accounting will be an advantage
• Minimum of 3 years post-qualification experience in banking operations or Audit/control related function

Key Competency Requirements: Job Knowledge:

• Good knowledge of Banking Operations 
• Good knowledge of financial Accounting
• Customer service
• Financial analysis 
• Understanding of Cash management products
• Understanding of E-Business products

Skills/Competencies:

• Good analytical & Problem solving skills
• Good customer service skills
• Interpersonal skills
• Excellent communication skills (oral & written)
• Proficient use of Microsoft excels

Job Summary:

• Ensure effective reconciliation/proofing of collections accounts/GL in line with the bank’s policy by ensuring that the unit’s trial balance is a true and fair view of processed transactions and prompt resolution of all open items. 

Duties & Responsibilities:

• Assists to coordinate the daily proofing of all Franchise collection accounts.
• Supports to coordinate the expunging of outstanding items in all collection accounts.
• Supports in volume statistics reporting.
• Daily review, investigation and resolution of outstanding items.  
• Provide monthly Proof of Franchise accounts to the Reconciliation team.
• Perform other duties assigned by the Head of Unit
• Escalate reconciliation issues that may lead to any financial loss or has any customer service impact.

  People Management:

• Lead and manage subordinates, providing guidance and coaching, where necessary. 
• Identify and address staff training/development needs. 
• Conduct regular staff performance discussions. 
• Manage workflow in the department and ensure that service standards/turn-around times are adhered to. 
• Control the leave, training and Saturday schedules for own staff. 
• Conduct team meetings regularly.
• Ensure quality level of service delivery from all unit members always
• Ensure Bank’s resources are optimally utilized to avoid wastages and loss

Key Performance Indicators:

• Revenue & Balance Sheet growth
• Revenue per customer
• AUM Qualified Customers
• Product Holding Per Customer (PPC)
• Active accounts / active customers growth in the segment
• Channels and cards penetration
• Loan penetration
• Percentage of customers who pay the bills

Job Requirements:

• Minimum of first degree in any discipline
• Minimum of  3 years banking operations experience (at least 3 years in reconciliation function).

  Key Competency Requirements: Job Knowledge:

• Good knowledge of Banking Operations 
• Basic knowledge of financial accounting
• Customer service
• Financial analysis and interpretation
• Good understanding of E-business products and operations

Skills/Competencies:

• Strong Analytical & Problem Solving Skills
  • Good customer service skills
  • Interpersonal skills
  • Excellent communication skills (oral & written)
  • Proficient use of Microsoft excels
  • General  managerial / administration
  • Leadership / Supervisory skills
  • Proficient knowledge of Microsoft applications (especially excel)

Job Summary:

• The MIS & Optimization Specialist is responsible for managing and optimizing the Contact Centre's Management Information Systems (MIS) and ensuring efficient operations through scheduling, data analysis, reporting, and process improvement. This role involves scheduling of Contact Centre shift patterns, monitoring performance metrics, identifying trends, and implementing strategies to enhance productivity.

Duties & Responsibilities:

• Develop and maintain MIS reports and dashboards to track Contact Centre performance.
• Prepare Contact Centre shift patterns in line with expected traffic and agent availability
• Analyse data to identify trends, patterns, and areas for improvement.
• Prepare and present detailed performance reports to management.
• Monitor key performance indicators (KPIs) such as average handle time, first call resolution, customer satisfaction, and service level adherence.
• Identify and address performance gaps and inefficiencies.
• Conduct regular process reviews and recommend improvements to enhance efficiency and effectiveness.
• Implement best practices and industry standards to optimize Contact Centre operations.
• Collaborate with the Data Analytics team to forecast call volumes and staffing requirements.
• Develop and manage schedules to ensure optimal staffing levels and coverage.
• Monitor real-time Contact Centre performance and adjust staffing as needed.
• Oversee the administration and maintenance of Contact Centre systems and tools.
• Ensure data integrity and accuracy in all MIS reports and systems.
• Provide training and support to Contact Centre staff on MIS tools and processes.
• Develop training materials and conduct sessions to enhance staff proficiency in data analysis and reporting.
• Ensure compliance with regulatory and company standards in all MIS activities.
• Implement quality assurance measures to maintain high standards of data accuracy and reporting.

Key Performance Indicators:

• Accuracy and timeliness of MIS reports
• Improvement in Contact Centre KPIs
• Efficiency of process optimization initiatives
• Staff proficiency in MIS tools and processes
• CSAT Score
• Net Promoter Score
• Abandon Rate: Ensure abandon rate is </=5%
• SLA Adherence: Ensure AHT </= 10 minutes, Average response time of 10 minutes, login duration >/= 100%, occupancy rate >/= 80%, Average interaction rating >/= 4 star and FCR >/= 10%

Job Requirements:

• Bachelor’s degree in information technology, Business Administration, or a related field.
• Professional certification in MIS, Data Analysis, or related areas is an advantage.
• Minimum of 4 years' experience in MIS or data analysis, preferably in a Contact Centre environment.
• Strong knowledge of Contact Centre operations and performance metrics.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, BI tools).
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment

Key Competency Requirements: Job Knowledge:

• Good knowledge of the bank’s policies and procedures
• Good understanding of the Nigerian Banking Industry including CBN policies
• Strong knowledge of quality assurance, training, and workforce management practices
• Knowledge of Contact Centre performance metrics and measurement.
• Excellent analytical, problem-solving, and decision-making skills
• Ability to work in a fast-paced and dynamic environment

Skills/Competencies:

• Analytical mindset with attention to detail
• Strong organizational and time management skills
• Ability to handle multiple tasks and prioritize effectively
• Proficiency in data visualization and reporting tools
• Strong leadership and team collaboration skills

Behaviours

• Customer-First mind set
• Growth + CX + Curious Mindset
• Influencer
• Executes effectively for customers
• Solves for business outcomes and timelines
• Inclusive Relationship Building
• Flexibility/Open-mindedness
• Acts with integrity and ethics
• Execution Excellence and Reliability
• Proactive and results-oriented
• Demonstrates integrity and ethical behavior
• Adaptable and open to change
• Strong commitment to continuous improvement

Job Summary:

• To oversee the operations of the social media and live chat channels, directly managing a team of agents who handle incoming customer complaints, requests, enquiries and feedback. To ensure agents maintain service quality, meet performance targets, escalate customer complaints accurately and ensure adherence to all inbound call efficiency metrics.

Duties & Responsibilities:

• Lead and manage a team of social media and live chat agents.
• Monitor and evaluate agent performance, providing regular feedback and coaching.
• Ensure there are no service failures, because of negligence or poor CMS escalation process adherence.
• Review audit scores from the Quality Assurance team, work individually with agents to improve identified issues.
• Track key performance indicators (KPIs) such as average wait, average response time, average handle time, customer rating on channel, abandonment rate, agent occupancy and login duration.
• Ensure there are no incidents of financial loss to the bank due to non-adherence to the established policies of the bank by Contact Centre staff.
• Respond to escalated calls, providing solutions to customer issues.
• Serve as first level support for card related issues; unblocking and resetting Master Cards on VCAS platform, card hot listing on Post Card, querying on Postilion Real-time applications.
• Credit card support.
• Implement sales and product training to keep staff updated on offerings, customer response standards, and operational procedures.
• Ensure any staffing or scheduling conflicts or gaps are addressed promptly.
• Contribute to the development of processes and procedures within the Contact Centre.
• Identify operational issues and suggest improvements to enhance efficiency and customer satisfaction.
• Collaborate with other Team leads to manage and optimize workflows.
• Conduct regular team meetings to communicate department initiatives and collect team feedback.
• Report relevant information to management.

Key Performance Indicators:

• CSAT Score
• Net Promoter Score
• Abandon Rate: Ensure abandon rate is </=5%
• SLA Adherence: Ensure AHT </= 10 minutes, Average response time of 10 minutes, login duration >/= 100%, occupancy rate >/= 80%, Average interaction rating >/= 4 star and FCR >/= 10%
• CRM Documentation: >/= 100% documentation of all interaction in the Contact Centre
• Quality Assurance score: >/= 85%

Job Requirements:

• Bachelor’s degree or equivalent.
• Masters’ Degree or a professional certification such as Certified Customer Experience Professional Certification (CCXP), Six Sigma, will be an advantage.
• Prior experience and understanding of Contact Center Operations.
• Minimum of 4 years’ experience, out of which 3 years must have been spent in a similar role in Customer service or Contact Centre Operations

Key Competency Requirements: Job Knowledge:

• Good knowledge of the bank’s policies and procedures
• Good understanding of the Nigerian Banking Industry including CBN policies
• Knowledge of Contact Centre technologies and industry practice
• Knowledge of Contact Centre performance metrics and measurement.
• Excellent coaching and feedback capability

Skills/Competencies:

• Strong leadership and communication skills.
• Collaboration and relationship management
• Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
• Analytical mindset for performance evaluation and process improvement.
• Ability to handle escalated calls and provide effective solutions.
• Familiarity with call center software and tools.
• Good understanding of live chat and social media platforms.

Behaviour

• Customer First Mindset
• Solves for business outcome and timelines.
• Demonstrate patience and perseverance.
• Demonstrates self-awareness.
• Acts with integrity and ethics.
• Encourages diversity of thought and respects and cultural differences
• Has the vision and passion to inspire and coach

Job Summary:

• The Head of Retail and SME Strategy & Planning is responsible for shaping and driving the strategic direction, business planning, and performance management of the bank’s Retail and SME Business. This role ensures alignment with the bank’s corporate strategy by leveraging data analytics, market intelligence, and strategic initiatives to optimize business growth, profitability, and operational efficiency. In addition, this role leads the analytics and insights team, ensuring data-driven decision-making, business intelligence and market insights to also optimize business growth.

Duties & Responsibilities: 1.  Strategic Planning & Business Growth

• Develop and execute the Retail & SME banking strategy, ensuring alignment with the bank’s overall corporate objectives.
• Conduct market research, competitive analysis, and customer insights to identify growth opportunities and potential risks.
• Collaborate with business leaders to define strategic priorities and initiatives to drive deposit mobilization, loan growth, and customer acquisition.
• Support the Head, Retail & SME Business in driving business transformation, innovation, and expansion strategies.

2. Analytics & Insights Leadership

• Lead the analytics & insights team to provide data-driven insights that guide strategic decision making
• Utilize analysts to develop and maintain models and frameworks used in analyzing customer behaviour, product performance, and market dynamics
• Build dashboards and reporting tools to provide real-time business intelligence to senior and executive management

 3. Budgeting, Financial Planning & Performance Management

• Lead budgeting, financial planning and forecasting and performance tracking for the Retail & SME Business.
• Define and track key performance indicators (KPIs) to measure business performance and strategy execution.
• Provide data-driven insights and recommendations to optimize revenue, profitability, and cost efficiency.
• Work closely with Finance teams to develop budgets, monitor financial performance and ensure financial targets are met.

4.  Business Process Optimization & Execution

• Identify operational inefficiencies and implement strategies to enhance process effectiveness.
• Drive automation, digital adoption, and other strategic initiatives to improve service delivery and customer experience.
• Collaborate with internal stakeholders to ensure seamless execution of strategic projects and initiatives.

5.  Stakeholder Engagement & Cross-functional Collaboration

• Act as a strategic partner to key stakeholders, including Products, Segments, Risk, Finance, Operations, etc.
• Support senior and executive management in engagements with regulators, industry bodies, and external partners.
• Lead yearly segment strategy cycle, business strategy sessions, business reviews, and performance tracking meetings to ensure alignment and execution.

6.  Risk Management & Compliance

• Ensure all strategic initiatives align with regulatory requirements, internal risk frameworks, and corporate governance principles.
• Collaborate with Compliance, Legal, and Risk teams to incorporate risk assessment into strategy development.
• Establish data governance and reporting frameworks to enhance decision-making.

Key Performance Indicators:

• Achievement of Retail & SME deposit, loan, revenue and PBT growth targets.
• Accuracy and impact of insights and analytics on business decisions.
• Execution rate of strategic initiatives and business plans.
• Improvement in customer acquisition, retention, and satisfaction metrics.
• Operational efficiency and process improvement outcomes.
• Budget adherence and financial performance metrics.
• Effectiveness of stakeholder engagement and strategy execution

  Job Requirements:

• Bachelor’s degree in Finance, Economics, Business Administration, Data Science or a related field (MBA/Master’s degree is an advantage).
• Minimum of 10 years of experience in banking, with at least 5 years in strategy, business planning, performance management or analytics roles.

Key Competency Requirements: Job Knowledge:

• Strong understanding of Retail and SME banking dynamics, financial modeling, and data analytics.
• Proven ability to develop and execute business strategies with measurable impact.
• Experience leading data-driven decision-making and business intelligence teams
• Experience working with senior management and board-level stakeholders. 
• Communication Management
• Understanding target Setting and tracking
• Good knowledge of Finance & Accounting in Nigerian Banks
• Deep understanding of CBN and NDIC regulations affecting banks
• Understanding of the various Management Reports required for effective decision making

Skills/Competencies:

• Proven ability to develop and execute business strategies with measurable impact
• Financial Analytical/interpretation Skills
• Performance management/Reporting Skills
• Good Relationship/ Interpersonal skills
• Team Building / Conflict management
• Communication (oral & written
• Team player and motivator
• Ability to work under intense pressure 
• Time management skills
• Strong leadership, problem-solving and project management skills
• Stakeholder Management

Job Summary:

• Own Elite segment strategy and its execution, thereby supporting achievement of revenue, balance sheet and operating profit targets agreed in annual budget and establishing fundamentals for long term performance of the segment.
• Achieve a balanced growth of the Elite segment by maximizing market share, client and staff satisfaction.
• Develop (and keep improving) comprehensive Value Proposition for Elite segment (and associated sub-segments), including developing partnerships with reputable institutions to offer lifestyle benefits.
• Own the responsibility for ensuring excellent Customer Experience in the Elite space
• Own the responsibility of enabling RMs and Virtual RMs productivity

Duties & Responsibilities:

• Understand current Value proposition, identify gaps and build a strong value proposition taking into consideration (dynamic) customer needs, market offering, sales force feedback and match global standards on solutions and delivery
• Manage Segment profitability and ensure delivery of balance sheet targets
• Grow Elite Segment portfolio by;
• Working with Product team to offer attractive / relevant products, schemes and services
• Increasing customer engagement through events, focus groups and use of RMs
• Engaging frontline periodically to review portfolio, understand their challenges (if any), identify training needs and obtain feedback on market realities, our products & campaigns
• Running seasonal/Next Best Action campaigns to incentivize the sales force/Customers and increase run rate
• Driving channel migration to online, mobile banking and debit cards to reduce cost to serve
• Driving increase in segment PPC ratio towards improving profitability and customer stickiness.
• Understand reasons behind attrition and come up with strategies to minimize it by developing pro-active steps to be adopted by RMs
• Conduct market research (focus groups) and benchmarking with key competitors
• Monitoring segment portfolio to reduce/eliminate customers with zero / negative profitability
• Customer experience, satisfaction, and motivation indicators.
• Increase use of technology – E-channel and products/services utilization.
• Provide leadership, develop, and motivate Elite Relation Managers to increase performance and productivity.
• Implement process for migration of customers across Personal & Elite segments.
• Work closely with Operations to enrich Elite customer database – updating customer data with email/mobile numbers etc. Work closely with Service quality in driving a standard behavior of RMs and DSA’s in managing customer queries and sales objections respectively
• Work closely with Branch services to fulfil the Elite customer promise at our physical locations
• Work closely with Analytics team, using day to provide insights towards improved sales strike rates
• Work closely with HR and Distribution to ensure the right RMs are in the right places.

Key Performance Indicators:

• Revenue & Balance Sheet growth
• Revenue per customer
• AUM Qualified Customers
• Product Holding Per Customer (PPC)
• Active accounts / active customers growth in the segment
• Channels and cards penetration
• Loan penetration
• Percentage of customers who pay the bills

Job Requirements:

• First degree
• Possession of a post-graduate degree (MBA or MSc is an added advantage)
• Min 8 years’ experience in Banking which includes 2 years in managerial level.

Key Competency Requirements: Job Knowledge:

• Mandatory knowledge of Basic CBN policies
• Knowledge of top functional applications required for the job
• Knowledge and experience of market segments
• Knowledge and experience of regulatory policies and guidelines
• Strong understanding of banking and lending products.
• Experience in understanding the financial needs of all types of client’s skills.

Skills/Competencies:

• Leadership to nurture and sustain employee satisfaction; and to manage change.
• Organization development to effectively structure the department for optimal performance.
• Management of costs associated with sales strategy and relationship growth
• Ability to negotiate complex transaction and lead successful teams.
• Keen, conscientious, with a friendly disposition
• Can work well under extreme pressure and remain calm with the ability to prioritize.
• Personable and adaptable individual with excellent communication, interpersonal and organizational skills Knowledge on Excel and PowerPoint

Presentation skills

• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Job Responsibilities

To promote a strong compliance culture that ensures adherence to the compliance framework, policies and procedures to prevent loss from non-compliance. The Cluster Compliance Manager is responsible for ensuring that the Bank is not used for the laundering of funds or financing terrorist and proliferation activities in the branch/ compliance cluster.

1.  Ensure compliance with key controls inherent in Bank’s policy and products.
2.  Enforce compliance with the Bank’s KYC, KYCB & EDD risk monitoring for branch transactions.
3.  Daily monitoring and review of account opening documentation in line with CBN KYC/KYCB policy.
4.  Carry out EDD for Limit increase requests and High Risk Customers.
5.  Daily monitoring and review of account closure and reactivation documentation.
6.  Ensure good record keeping and retrieval process as stated in the Bank’s policy.
7.  Implementation of AML/CFT/CPF programs at the cluster level.
8.  Escalate Suspicious transaction incidents in your respective branches immediately to the Chief Compliance Officer.
9.  Liaise with the business operations to obtain periodically required customer information and regulatory requirements.
10.  Track & ensure branch regulatory items e.g. licenses, permits are reviewed & renewed promptly.
11.  Provide feedback on customer investigations and “handhold” client potential exit process.
12.  Perform mandatory, targeted & ad hoc reviews to assess compliance with regulatory requirements & internal policies such as Whistle Blowing, Anti-Bribery & Corruption, and Sustainability etc.
13. Liaise with local regulators, law enforcement and other government bodies and ensure good relationship with the same, including representing the Bank where required.
14. Ensure an improved compliance culture by specifically improving the compliance risk assessment and compliance testing standards at the branch/cluster.
15. Periodic review and assurance for timely rendition of branch regulatory returns.
16. Periodic and timely management reporting on the clusters level of compliance.
17. Conduct periodic compliance training for branches in the respective clusters.
18. Review of deferral register.
19. Review of Gift register.
20. Perform other duties as assigned by Chief Compliance Officer.

Job Responsibilities (part but not limited to):

Collaborate with the General Manager to implement sales policy and processes Identify and qualify leads through collaboration and partnerships, leading to sales opportunities in the retail and B2B sectors Successfully create new business opportunities and accounts Identify potential markets, sales channels, competition and propose effective sales strategy, expansion & development to achieve sales targets & KPIs Manage complex negotiations with senior-level executives Monitor sales executives’ activities and ensure targets are met Coach and support sales executives Regularly visit prospects, clients and follows up on visits Grow the network both in terms of quantity and quality Elaborate plans to continuously improve customer’s experience / satisfaction Collaborate with extended dealerships out of Lagos territories Analyze sales figures and propose sales promotion and development measures Monitor competitors and make recommendations to Management Create a comprehensive weekly sales reporting system Escalate complaints in the client tracking program Report on competitor’s activity, new product, promotions Perform other duties as assigned by the General Manager