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

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