Deputy Head, Customer Fulfilment Centre

United Bank for Africa

Job Summary

We are looking to hire a talented and experienced individual to deputize the leadership within our Customer Fulfilment Center. The ideal candidate must be able to demonstrate knowledge of contact center metrics and KPIs; Knowledgeable and fully abreast of Call Centre Techniques, processes, and procedures and ensure that best practice is entrenched within CFC. Must be able to take decisions and actions on the spur of the moment to promptly recover service and close all identified gaps along the complaint resolution value chain (Leadership capability)

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description/Requirements

  • Support 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
  • Ensure that the Service Level Agreement levels in all reporting LOBs, as well as vendor solutions, comply with the set standards and are effectively managed
  • Ensure that effective reporting mechanisms and planning procedures are developed and adhered 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 the 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 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
  • Constantly uphold the organizational culture and driving same across the platform
  • Ensure discipline and orderliness is maintained at all times

Qualifications:

  • Minimum of 5years Banking experience
  • First Degree in any field. Possession of a Master's degree would be an added advantage
  • Certifications in any customer service related field are also an advantage
  • 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

Skills required:

  • Supervisory and Team leading skills
  • Effective interpersonal communication skills
  • 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 the ability to understand, and analyze reports/dashboards, to distill business intelligence and actionable insights
  • Knowledge of Contact Centre Metrics and KPIs
  • Emotional and Business Intelligence skills

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