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Job Summary

• The position and its correlated tasks and overall responsibilities are established
• Responsible for the Territory’s Financial Sales Commitment
• Key Account Management of the Central Bank of Nigeria
• Management of Sales/Presales activities of Commercial and Distributors within the territory
• Establish a Sales Strategy and ensure its execution within the designated Territory
• Responsible for competitive activities, identify customer future needs in terms of product portfolio
• and currency automation solutions; build up a strong link to the Product Marketing / Management
• Lead, motivate, and drive an efficient Country sales/presales team
• Provide reliable forecasting and all sales-related figures as per company rules, as well as monthly reporting on sales activities into MEA Business Management

Responsibilities

• Achieve assigned Financial Sales targets for the designated territory
• Assign target to sales/presales teams and distributors
• Develop a targets achievement strategy for the Sales/presales team
• Proactively seeking out new business opportunities both in the Central Bank of Nigeria and in Commercials.
• Liaise and negotiate with high-ranking public and private sector staff
• Close deals and sign sales and maintenance contracts with direct customers and Distributors
• Drive the Sales Target achievement of Channel Distributors
• Monitor and report competitor activities
• Collaboratively work with MEA sales/ pre-sales functions as Nigeria sales lead
• Active engagement with MEA product management to ensure market needs are understood and addressed to drive business growth
• Travel extensively within the sales area to build up and maintain customer relationship

Qualifications

• Advanced Degree in Engineering or Economics (or related courses)
• Minimum of 10 years overall sales hardware and Software sales Management of which 5 years in a Leadership role
• Experience in Pipeline Development and Go-to-market planning and execution
• Ideally a Key Account Management Experience with the Central Bank of Nigeria for a Minimum of 5 years
• High level of Decision-Making Skill
• Ability to develop, coach, and motivate the sales team
• A pro-active result-driven self-starter who can operate both individually and as part of a team
• Hausa and French Languages are advantageous
• Excellent communication and presentation skills
• Experience with direct sales and distributor management, ideally in banking related field
• Candidate must be willing to travel extensively within the sales region

go to method of application »

Job Role

• Develop an effective and unified Model and to measure and analyse VOC, VOE & VOB in a bid to transform the Bank’s customer experience.
• Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations.
• Use Predictive analytics to establish key proactive measures to achieve business impact and boost customers loyalty and retention.
• Identify data, technology and interactive tools required to acquire, store and provide KPIs at the various levels  across the organization

Functions and Responsibilities

• Provide leadership and direction for the team to ensure quality in service delivery and provide integrated view of the team’s objectives in line with the Bank’s goals and objectives.
• Drive and own the team's strategy and execution roadmap covering all relevant functions to govern the end-to-end framework and ensure accountability for results
• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journeys analytics via all touchpoints
• Establish performance and satisfaction metrics for defining excellent relationship with the customer
• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry.
• Review customer’s behaviour and activity to derive insights on key drivers to enhance customer’s experience across segments, products, processes, and services
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Review performance dashboards on power BI to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Develop and implement training in appropriate tools and techniques for effective insights & analytics.
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)
• Identify and prioritize actionable levers to improve the end-to-end   customer experience
• Monitor all the activities of the insights, analytics, segmentation and VOC/VOE/VOB team to meet group goals and KPI
• Perform other duties as assigned by the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly
• Excellent customer relationship Management
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Proven experience designing and delivering human centred experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Proven leadership/supervisory and people management skills
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills
•  Service quality Management
• Presentation Skills
• Ability to manage multiple tasks
• Superior product knowledge
• Database Management

Generic Skills

• Initiative
• Analytical Skills/ Problem solving
• Self-Management / Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Self-motivated leader
• Creative and innovative

Execution Skills

• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven and an aptitude for technology 

Supervisory Skills

• People Management
• Excellent communication skills
• Stakeholders Management
• Qualifications
• Professional Requirements

Qualification

• Minimum of bachelor’s degree qualified in any discipline
• Any CX certification a plus

Minimum Experience

• Minimum of 10 year's related experience in Customer experience ; at least 4 years’ experience in a Bank/Financial Institution
• Demonstrated leadership skills from vision setting to strategy definition.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks and focus on multi-projects delivery
• Significant experience in client facing role requiring stakeholder engagement and executive influence

go to method of application »

Job Role

• Empower CX Key stakeholders and Executives with data driven insights to allow them to apply changes that will deliver experiences that delight customers and leverages innovations.

Functions & Responsibilities

• Review subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journey insights via all touchpoints
• Review the performance and satisfaction metrics for defining excellent relationship with the customer
• Conduct the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry
• Measure current state CX metrics and gaps vs. capabilities / offerings
• Leverage on business intelligence analytics to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Review customer’s behaviour and activity analytics and derive insights on key drivers to enhance customer’s experience across processes and services
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Create performance dashboards on power BI  to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Ensure appropriate Management Information is available to support the CX Group and the Bank (Monthly, Quarterly, Annual etc. reports)
• Review the Voice of the Customer (surveys, social media, interactive sessions etc.) and provide insights on key drivers to enhance Customers Experience.
• Map SBU, VOC and CRM Analytics to get overall insights and a global view of Customer's experience in the Bank.
• Perform other duties as assigned by the Unit Head, insights and analytics and the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly
• Excellent customer relationship Management
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Proven experience designing and delivering human centred experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Proven supervisory and people management skills
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills
•  Service quality Management
• Presentation Skills
• Ability to manage multiple tasks
• Superior product knowledge
• Database Management

Generic Skills

• Initiative
• Analytical Skills/ Problem solving
• Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Creative and innovative

Execution Skills

• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven and an aptitude for technology 

Supervisory Skills

• People Management
• Excellent communication skills
• Stakeholders Management

Qualification

• Minimum of bachelor’s degree qualified in any discipline
• Any CX certification a plus

Minimum Experience

• Minimum of 6 year's related experience in customer experience; at least 4 years’ experience in a Bank/Financial Institution
• Demonstrated leadership skills from vision setting to strategy definition.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks and focus on multi-projects delivery
• Significant experience in client facing role requiring stakeholder engagement and executive influence

go to method of application »

Job Role

• Use Predictive analytics to establish key proactive measures to achieve business impact and boost customers loyalty and retention.
• Identify data , technology and interactive  tools required to acquire, store and provide KPIs at the various levels  across the organization

Functions & Responsibilities

• Review subject-matter expertise on leading practice frameworks for understanding customer engagement and behaviour
• Ensure the delivery of excellent customer experience in accordance with the Bank’s vision and leading practices, across the various channels
• Conduct Ad-hoc quantitative analytics to provide insights and segmentation team with relevant information to generate insights for business /segment /process and product improvement
• Conduct the research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience in the industry
• Measure current state CX metrics and gaps vs. capabilities / offerings
• Leverage on business intelligence analytics to derive insights and drive business process improvement initiatives to steer implementation across channels and journeys
• Analyse customer’s behaviour and activity analytics to enhance customer’s experience across processes and services
• Conduct Ad-hoc quantitative analytics to provide insights and segmentation team with relevant information to generate insights for business /segment /process and product improvement.
• Analyze Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Ensure appropriate Management Information is available to support the CX Group and the Bank ( Monthly, Quarterly, Annual etc. reports)
• Analyze the Voice of the Customer (surveys, social media, interactive sessions etc.).
• Map SBU, VOC and CRM Analytics for global analytics of Customer's experience in the Bank.
• Review Performance data to monitor adoption of customer experience standards across all our customer journeys, business processes, and touchpoints
• Manage database to assess key data on customer experience and drive improvement initiatives)
• Perform other duties as assigned by the Unit Head, insights and analytics and the Chief Customer Experience Officer

Required Knowledge, Skills & Abilities

• Ability to understand business objectives and align customer experience accordingly
• Excellent customer relationship Management
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Proven experience designing and delivering human centred experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Proven supervisory and people management skills
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills
•  Service quality Management
• Presentation Skills
• Ability to manage multiple tasks
• Superior product knowledge
• Database Management

Generic Skills

• Initiative
• Analytical Skills/ Problem solving
• Organizational skills
• Interpersonal Skills
• Good Oral & Written communication
• Creative and innovative

Execution Skills

• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven and an aptitude for technology 

Supervisory Skills

• People Management
• Excellent communication skills
• Stakeholders Management

Qualifications

Professional Requirements

Qualification

• Minimum of bachelor’s degree qualified in any discipline
• Any CX certification a plus

Minimum Experience

• Minimum of 4 year's related experience in customer experience; at least 4 years experience in a Bank/Financial Institution
• Demonstrated leadership skills from vision setting to strategy definition.
• Accustomed to public speaking and engagement both internally and externally
• Demonstrated ability to multi-tasks and focus on multi-projects delivery
• Significant experience in client facing role requiring stakeholder engagement and executive influence