First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank ...
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Service Quality Management Officer (Head Office / North / South)
Execute service audits and spot checks across branches within assigned region (Head Office, North, or South) — measuring against enterprise CX standards.
Track and validate Mystery Shopping outputs, escalate discrepancies, and support correction actions in collaboration with Retail Ops and Branch Managers.
Collaborate with CX Measurement and Strategy leads to report weekly/monthly performance trends, regional gaps, and systemic service issues.
Monitor compliance with branch experience standards — including ambience, queue handling, staff behavior, turnaround time, and digital self-service readiness.
Serve as the regional liaison for Experience Management Committee (EMC) resolutions related to branch or channel service experience.
Engage directly with branch leaders and regional heads to interpret CX performance data and agree on corrective measures.
Support training initiatives or regional workshops focused on service quality improvement and CX culture embedding.
Conduct root cause investigations for persistent customer complaints, service breakdowns, or experience failures within assigned locations.
Validate consistency of experience delivery across various branches — ensuring brand promise is upheld nationwide
JOB REQUIREMENTS
Education
Bachelor’s degree in business administration, Operations, Social Sciences, or related fields
CX or Service Quality certifications (e.g., CCXP, COPC, Six Sigma Yellow/Green Belt) are an advantage
Experience
3–6 years’ experience in service operations, quality assurance, branch management, or customer experience-related roles
Prior experience in retail banking operations or field-based service quality roles is preferred
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