Head, Help Desk- Transaction Banking at First Bank

DUTIES AND RESPONSIBILITIES

• Oversee the activities of Transaction Banking Help Desk Team and provide direction and guidance in the execution of the unit’s functions.
• Responsible for developing strategies for excellent service delivery to both internal and external customers of the bank.
• Coordinate response to all internal and external enquiries related to transaction banking including RMs, all customers, and TB sales Team
• Ensure that all calls received on Help Desk, login incident types with description, resolution, and open and close dates/times are responded to.
• Escalate issues to relevant departments in the Bank and follow through to resolution
• Determines and coordinates procurement of work tools required by the customer service unit to function effectively.
• Prepare reports to Group Head Transaction Banking on Help Desk activities such as incident types and occurrence levels
• Responsible for the adequate training of staff to build competencies and skills sets required for the job.
•  As part of the Bank’s Information Security requirements, maintain the security of all Information entrusted to the staff and comply with the principles and policies in the Information Security Handbook

EDUCATION

• BSc
• MBA or advance degree equivalent in IT, business administration, or related field will be an added advantage

EXPERIENCE

• Minimum 3 years of experience in a customer service role