Salary: 300k to 400k Gross
Job Summary:
The Employee Relations Specialist will be responsible for maintaining a fair, transparent, and compliant work environment across all branches. The role ensures effective communication between management and employees, supports conflict resolution, and promotes positive workplace culture aligned with the bank’s values and regulatory standards.
Key Responsibilities:
- Serve as the primary contact for employee relations matters, providing timely and objective guidance to employees and managers.
- Manage investigations, grievances, and disciplinary processes in line with company policies and labor laws.
- Advise management on best practices for handling performance and behavioral issues.
- Ensure consistent application of HR policies and support policy review and updates to align with regulatory requirements.
- Monitor employee relations trends across branches and recommend proactive interventions.
- Collaborate with HR Business Partners and branch heads to drive employee engagement and retention initiatives.
- Prepare reports on ER cases, disciplinary actions, and related metrics for management review.
Requirements:
- Bachelor’s degree in Human Resources, Industrial Relations, Business Administration, or related field.
- 2–3 years of experience in employee relations or HR advisory roles, preferably within the banking or financial services sector.
- Strong knowledge of Nigerian labor laws and disciplinary procedures.
- Excellent communication, mediation, and problem-solving skills.
- High level of professionalism, integrity, and discretion.
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The Dealer Manager will manage and grow the dealer network within an assigned territory. Ensure dealer performance aligns with company sales targets, brand standards, and customer service expectations.
Key Responsibilities:
- Identify, recruit, and onboard new dealers.
- Monitor dealer performance against sales targets and KPIs.
- Develop and implement dealer sales strategies to drive product penetration.
- Train and support dealers on product knowledge, pricing, and promotional activities.
- Conduct regular market visits to assess dealer operations, branding, and compliance.
- Resolve dealer-related issues promptly to maintain strong business relationships.
- Analyze sales data to identify growth opportunities and areas of concern.
- Prepare and submit periodic reports on dealer performance, market trends, and competitor activities.
- Enforce adherence to company policies, pricing structures, and ethical standards.
Key Performance Indicators (KPIs):
- Dealer recruitment and retention rate
- Sales target achievement by dealers
- Qualifications and Experience:
- Strong negotiation and relationship management skills
- Good knowledge of distribution networks and dealer operations
- Proficiency in MS Office tools
Skills:
- Sales planning and forecasting
- Communication and interpersonal skills
- Problem-solving ability
- Market analysis and reporting
- Team coordination
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The HRIS Specialist will be responsible for managing and optimizing the Human Resource Information System (HRIS). This role ensures data accuracy, system efficiency, and provides analytics that support strategic HR decision-making. The ideal candidate will have strong technical expertise and a solid understanding of HR processes within a regulated financial environment.
Key Responsibilities:
- Maintain, update, and troubleshoot the HRIS to ensure accurate and up-to-date employee records.
- Generate regular and ad-hoc HR reports, dashboards, and analytics to support business and regulatory needs.
- Ensure data integrity and compliance with internal policies and external regulations (e.g., CBN, labor laws).
- Support HR process automation, system enhancements, and integration with payroll or other platforms.
- Manage user access, train HR team members and managers on system usage, and support change management.
- Collaborate with IT and vendors on HRIS upgrades, testing, and issue resolution.
- Identify opportunities to improve HR processes through technology and data-driven insights.
Requirements:
- Bachelor’s degree in Human Resources, Information Technology, Computer Science, or related field.
- 2–3 years’ experience managing or supporting HRIS systems (experience in banking or financial services is an advantage).
- Proficiency with HRIS platforms (e.g., SAP SuccessFactors, Oracle HCM, Workday, or similar).
- Strong data management, reporting, and Excel/analytics skills.
- Understanding of HR processes such as payroll, performance management, and employee lifecycle management.
- High attention to detail, confidentiality, and strong problem-solving skills.
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Department: Customer Service
Reports To: Head of Customer Service/Customer Experience Manager
Office Location: Lagos,Nigeria
Job Summary:
The Customer Service Business Partner (CSBP) serves as a strategic link between the Customer Service department and other business units. The role ensures that customer service operations,processes,and insights align with overall business goals. The CSBP drives performance improvement, process efficiency, and customer satisfaction through analysis, collaboration, and strategic planning.
Key Responsibilities:
Business Alignment & Strategy
- Partner with business units to align customer service goals with company objectives.
- Provide insights and recommendations to improve customer experience and operational efficiency.
- Participate in planning and budgeting for customer service initiatives.
Performance Management
- Monitor and analyze customer service performance metrics(e.g.,response time, resolution rate, CSAT, NPS).
- Identify trends,gaps,and improvement opportunities based on data insights.
- Develop and implement action plans to enhance service delivery.
Process &Policy Management
- Review and improve Standard Operating Procedures (SOPs) to ensure efficiency and compliance.
- Support change management processes that impact customer service operations.
- Collaborate with QA and Training teams to ensure consistency in service quality.
Stakeholder Engagement
- Act as the liaison between Customer Service and other departments(e.g.,Product, Risk,Operations,Marketing).
- Represent the voice of the customer in business discussions and product development.
- Facilitate effective communication and coordination on cross-functional projects.
Reporting & Analysis
- Prepare regular performance and business insight reports for management.
- Track and communicate key trends affecting customer experience and service KPIs.
Capability Development
- Identify skill gaps and collaborate with L&D to deliver targeted training.
- Promote a customer-centric culture and drive service excellence within the team.
Compliance & Risk Management
- Ensure adherence to company policies and regulatory standards.
- Identify and escalate potential risks affecting customer trust and satisfaction.
Qualifications & Requirements:
- Bachelor’s degree in Business Administration, Management, Communications, or related field.
- 3–5+ years’ experience in Customer Service, Business Operations, or related roles.
- Strong analytical, communication, and stakeholder management skills.
- Proficiency in Microsoft Excel,PowerPoint,or data visualization tools.
- Experience in a fintech or digital service environment is an advantage.
- Customer-focused,proactive,and results-oriented mindset.
Core Competencies:
- Strategic thinking and business acumen
- Process improvement and data-driven decision-making
- Collaboration and influence
- Customer orientation and problem-solving
- Accountability and adaptability
Summary:
TheCustomerServiceBusinessPartnerensuresthatcustomerserviceperformance, processes,and partnerships drive business growth,efficiency,and customer satisfaction.
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