Product Officer, Liabilities at Ecobank Nigeria

Business Development and Financial performance

• Assist with the development of segment specific products and services in conjunction with the segment heads to drive Personal Banking business.
• Constantly monitor performance of PB liability products to ensure profitability and efficiency. 
• Develop and implement strategies for converting prospects to profitable customer relationships.
• Prepare market research report showing competitive edge of Ecobank, in terms of product pricing, product/service offerings, customer perception, peer comparison (at least 3 PB focused Banks) as well as recommended strategies.
• Liaise with other support units such as technology, payment, marketing, operations etc. to drive implementation of the communicated strategic goals and objectives for the team.
• Supports the front-line sales staff for effective selling of the bank’s products and services.

Loyalty Management

• Identify and sign-up/Renew Lifestyle benefits partners for Personal Banking customers.
• Ensure adequate spread and flavour in our bouquet of loyalty packages.
• Drive usage/patronage of loyalty schemes by PB customers 
• Maintain close and cordial relationship with loyalty partners.
• Ensure prompt resolution of all customer service issues relating to loyalty reward schemes.
• Track and provide periodic reports on Life-style partner activity level and propose modification to contracts where appropriate.

Customer Excellence 

• Participate in customer focused events organized by Ecobank such as Market storms, customer forums, mystery shopping etc. Draft report on same making recommendations where necessary.
• In collaboration with CEX team, drive the execution of solutions addressing Complaint Root-cause analysis outcome.
• Ensure prompt resolution of all PB customer complaints and provide feedback within 48/72hrs.

People management    

• Work with the analytics team and consumer banking sales force to achieve the overall strategic objectives of CCB.

Process, control, and operational performance   

• Implement process of on boarding new Personal Banking customers. Monitor and track to ensure prompt and proper on boarding of every new Personal Banking customer across the Bank in line with the process.
• Drive strategies to reduce customer attrition, especially within the first 90days.
• Ensure full adherence to Operational Risk and Compliance guidelines across the Personal Banking business function e.g., KYC and anti-money laundering measures.
• Any other duties/functions given by the TL CCB Liability Products and Head, CCB Products & Analytics.

Strategic Initiatives

• Think strategically – seeing the bigger picture and setting aims and objectives to develop and improve PB business. 
• Develop unique promotions and campaigns to win new relationships and retain existing customers

Experience & Qualification

• Minimum of 2nd class lower in first degree (MBA, MSC, MA, ML and/or Professional Qualifications may be needed.
• Minimum of 3-5 years working experience in financial services and the banking industry with specific responsibility for relationship management, product development and reviews

Skills, Capabilities & Personal attributes

• Excellent problem solving skills
• Must be analytical and have financial numeracy
• Strong analytical skills including financial statement analysis, competitive analysis, segmentation analysis and statistical analysis; experience with data gathering and data analysis 
• Excellent verbal and written communication skills 
• Experience in writing and delivering fact-based presentations and recommendations to Team leader and unit Head  
• Excellent command of English language  
• Strong Microsoft Office skills