Quality Service Assurance Officer at Alfred & Victoria Associates

Job Objectives

• To review the operation’s service delivery platform to identify the shortcomings of each user’s experience vis a vis the enterprise service expectation.
• Engage the team leads and Head of Department on remedial measures to improve the service experience. Support various Operations units to ensure that service delivery meets defined quality metrics and enhances client experience.
• Work closely with various Operations units to ensure fully reconciled Central Securities Depository (CSD) positions at both Symbol and Investor levels.

Duties & Responsibilities

• Monitor the operational activities of various units within the Division to ensure that defined quality metrics are met.
• Conduct root cause analysis for identified quality issues and prepare relevant reports as specified.
• Liaise closely with various Operations units to ensure fully reconciled Central Securities Depository (CSD) positions at both Symbol and Investor levels.
• Liaise with Contact Center to identify pending client requests with dependencies on various Operations teams and follow through resolution.
• Work closely with various to ensure that internal processes and standard operating procedures are periodically reviewed and updated ahead of routine checks by Internal Control and Audit.
• Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes, and procedures to aid and improve operational performance.
• Generate relevant reports for capital market apex regulator (SEC), Self-Regulator (The Nigerian Exchange Limited – NGX), Auditing firms (for audit purpose) and Law Enforcement Agencies (EFCC, NPF)
• Perform ad-hoc tasks as assigned by Unit/Departmental Head.

Requirements

• Minimum of a First Degree in Economics, Accounting, Finance, Business Administration or any related discipline from a reputable institution.
• Minimum of 1 year post graduation experience in an Operations role in the Capital Market or any other Financial Service sector.
• Relevant professional certification is an added advantage.
• Highly proficient in use of Microsoft excel, PowerPoint and analytical tools.

Skill / Competencies:

• Business & Industry knowledge.
• Service delivery & client experience.
• Operational Efficiency.
• Business process optimization/ Improvement.
• Regulatory awareness & compliance.
• Highly proficient in use of Microsoft office.
• Excellent communication skills.
• Strong client relationship management.
• Experience reconciling financial records.
• Problem solving and analytical skills.