Relationship Manager at Nigeria Inter-Bank Settlement System Plc - NIBSS

Job Purpose:

• On-boarding and managing relationship with NIBSS customers, ensuring the identification and monitoring of their needs as well as satisfaction levels.
• Monitoring and managing the business prospects in the respective market segment, promote the sales and adoption of NIBSS products
• To develop businesses, implement mandate secured and follow up on responsible
• department for timely resolution of customers request/challenge

KEY RESPONSIBILITIES

• Research market opportunities to enhance effective prospecting.
• Research market size and NIBSS market share for each Product.
• Draft Customer call plan and implement same.
• Ensure the customer receives the full benefits of the NIBSS’ Product they are on-boarded
• Obtain Product performance feedback from customers and channeling same to Product Management Department and the respective Operations team or R&D.
• Set, for each customer, the business objectives in conjunction with Product Management.
• Identify measures, create and implement an action plan with the aim of increasing the present value for the customer.
• Follow-up with a defined periodicity, the commercial objectives previously set while also monitoring billing and
• collection.
• Create and manage a database of information on customer interactions, engagement and performance matrix based on Product sales and feedback.
• Ensure the necessary support to clients in the implementation of projects or in the acceptance of new Products or features, whose complexity requires the intervention of the Customer Relationship Management Team and jointly with the Services Activation Team.
• Prepare the necessary information memos and approval for customers while also reviewing service SLA to ensure this agrees with the offering to the customer.
• Document the process of response to requests, incidents and problems raised by the customers or identified by the Internal Monitoring Team, ensuring the speediness of resolution.
• Analyse Monthly Customer Performance & Trend in comparison to budget and necessary analysis of key players in an attempt to ensure that we protect our market share.
• Support in the facilitation of NIBSS’ Product training sessions across assigned Banks’ locations within Southern Nigeria.
• Carry out other tasks / activities required to increase Bank’s
• patronage.
• Perform all other duties as assigned by the Head, Financial Institutions Customer Success (CRM South)

KEY PERFORMANCE INDICATORS

• Customer survey in conjunction with Internal Communication
• Accurate performance vs budget analysis.
• % Customer call plans implemented.
• % Marketing strategy implemented.
• Percentage increment in Transaction Counts
• Percentage increment in Transaction Income
• Percentage increment in market share
• No of account receivables
• No of Audit and Regulatory exceptions

EDUCATION & EXPERIENCE

• Minimum of a Bachelor’s Degree in any relevant discipline
• Relevant Professional certifications will be an added advantage
• Minimum of EIGHT (8) years post-graduate work experience in related jobs

FUNCTIONAL SKILLS & COMPETENCIES

• Customer relationship management skills.
• Awareness of Customers’ needs
• Selling skills.
• NIBSS Products awareness and deep understanding.
• Goal Orientation.
• Strong attention to task execution.
• Interpersonal skills.
• Good Professional Judgment.