Jobs at Leadway Assurance Company

The Contact Centre Lead will manage a Contact Centre Operations typically in a fast-paced environment that is challenging and changing continuously. The Contact Centre Lead would be expected to ensure the contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be Phone, Email, Web/Live Chat, Video, Social, Correspondence. The incumbent will ensure that through the team, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales enquiries, identify up sell, cross sell, and get it right first time. The Contact Centre Lead will be in the position to deal with escalated enquiries, and disciplinary issues.

Responsibilities

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Carry out regular one-on-one sessions, develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are developed effectively.
• Communicate & train employees on any updates or changes in policies & procedures
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets
• Build and maintain effective internal and external stakeholder relationships
• Identify and instill best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Monitor team members to make certain that policies and procedures are being adhered to for the different clients
• Review management information and make suggestions, recommendations as to improvements across the contact centre.
• Role plays with team to ensure product knowledge and build abilities to consult customers during phone conversations
• Review and respond to Quality Assurance reports to mentor team members
• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
• Develop the team to ensure delivery of a consistent information and superior customer experience
• Communicate information from management to team and vice versa
• Work closely with team members to solve customer problems on real time basis
• Understand agent’s problems and weaknesses and address them

Qualifications

• Educational Qualification
• B.Sc. / BA in any field
• Proven work experience as a front-line manager in a Call Centre will be an added advantage

Skills/Knowledge Requirement

• Market knowledge
• Proficiency in MS Office
• People management skills
• Communication and Coaching skills
• Time management and planning skills
• Extremely organized and detail oriented
• Able to develop and nurture improved performance across sales and service.
• Ability to thrive in a fast-paced environment and respond quickly to changing business needs

go to method of application »

The roles works to position HR  as a strategic partner to the business to actualize the following:

• Deliver HR Service Model thereby improving service level efficiency.
• Review of all HR Policies and  Procedures and ensure sign off to mitigate risks and exposure
• Drive HR Risk framework to ensure same
• Drive the Implementation of  HR technology  and HR Metrics Dashboard for business decisions
• Promote workforce planning as a tool for strategic talent acquisition thereby achieving business objectives.
• Drive operational excellence

This is a senior role, where the holder will advocate, develop and communicate to the business leaders, employees and all stakeholders across the business and organization. They will drive prompt service delivery that supports great customer experiences and operational efficiencies towards market leadership and be a key advocate of employee optimization.

• The role holder will be a strategic partner to the business responsible for driving the alignment of people and business strategies.
• These objectives will be achieved through effective:
• Restructuring of HR to align to business function and enhance COEs
• Review all HR policies and procedures and employee handbook; document all processes.
• Create  HR risk management framework in collaboration with ERM; Embed cyclical review of all audit outcomes/ potential issues
• Create a project plan and drive execution of HR application - Oracle
• Work with talent management to create companywide manpower plans- that are revalidated annually
• Adherence to TAT on transactional HR service delivery at 98%

Ideal Job competencies

Strategic Thinker

• Understands the overall ambitions/ strategy of the organization, and how the ambitions can be realized

Good execution skills

• Able to implement strategies by thinking through steps of implementation, taking operational decisions, and putting personal effort as needed

Analytical and problem solving skills

• Able to implement strategies by thinking through steps of implementation, taking operational decisions, and putting personal effort as needed

Visionary Leader

• Drives investments and strategies with a clear cut, sharp vision of the future. This will entail guiding the team into repositioning the bank for the long run. The vision of the future must be strong, providing the foundation for investment of resources towards the future vision.

Facilitator

• Understands and able to facilitate learning, strategy, performance review sessions, discussions/conversations and meetings

Trainer/coach

• Understands and able to transfer/share knowledge, provide learning interventions and provide professional coaching where applicable

Team Leader

• A great team leader, transformer of organizations and motivator. He/she will have to have the vision and the courage to break internal barriers, inject the required new talent and motivate them to create global thinking and design with local adjustments and executions. The leader will also need to recruit and integrate new talent among experienced veterans, empowering innovators, and giving the breathing room and power to ideas wherever they come from.
• Initiative
• The passion of the digital banker will need to drive the company to the future.     To negotiate and convince internal stakeholders from across the business.
• Change manager
• Understands the process to engage stakeholders in designing and delivering change while staying conscious of impact on peripheral processes and systems.
• Understands that change requires effort to achieve client and staff adoption to achieve the expected ROI and client impact

Behavioural Competencies

Results and Achievement Oriented

• Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads

Good Selling and Negotiation Skills

• Must be a good negotiator, particularly in engaging in discussions and driving change management

Good leadership & Interpersonal Skills

• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit

Flexible and adaptable

• Ability to quickly adjust to new changing trends and remain effective when faced with new challenges and responsibilities

Qualifications

Ideal Job Specifications

Academic:

• Bachelor’s Degree or equivalent from a recognized University (Business Related preferred)
• Master’s Degree in added advantage.

Desired work experience:

• 10+ years’ work-experience, 5 of which must be in a HR Generalist role.
• Exposure to digital business models like e-commerce, B2B, B2C marketplaces is desirable.
• Must have hands-on HR practical experience in a corporate organization
• Strong experience in consumer facing product management and design thinking
• Financial industry experience preferred but open if relevant to digital banking goals
• Demonstrated actual practice providing practical solution to people problems
• A proven knowledge of all aspects HR and ability to engage and build meaningful relationships

go to method of application »

The role holder will be charged with the implementation of the reward strategy while administering periodic payroll and employee benefits.

In administering employee payroll, role holder must ensure that this is done accurately whilst adhering to all regulatory requirements. Benefits are driven by policies and a need to enhance existing guide will done within defined controls.

Role holder must be an expert in all aspects of reward which include PAYE, Pensions, Insurance, etc. and must ensure that Leadway is up to date with the requirements of new legislations.

Reward analyst will maintain all reward processes, policies and procedures.

Duties and Responsibilities

• Support the recruitment team in negotiation of prospective contracts to attract high caliber potentials
• Administration of payroll, benefits and other forms of compensation to motivate and retain employees
• Act as a key point person for regulatory issues around Pensions. NSITF etc.
• Prepare, maintain and review periodically the HR budget
• Prepare financial and other administrative reports as required
• Promote a healthy workplace through effective administration of employee medical benefits.
• Provide expert and accurate pay and benefits advice to staff including advising on the appropriate legislation and associated policies and procedures on issues of pay, tax, pension and other voluntary deductions;
• Management of outsourced vendors to prevent the crystallization of the reputational risks
• Periodic engagement with the business to improve reward processes across the organization
• Driving employee participation in corporate social responsibility
• Aligning with regulatory demands
• Expatriate immigration and any other duties as may be assigned periodically

Stakeholder Management: key stakeholders that the position holder will need to liaise/work withto be successful in this role.

Internal

• Finance
• Internal Control
• Employees
• Compliance team
• Tax management team
• Associate companies

External

• Regulator (NSITF, PENCOM, FMBN)
• Outsourced vendors
• Consultants

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make:

• Total Rewards Analyst, you will get to ideate, design and implement exciting and innovative reward and benefits programmes that will enable leadway to attract, motivate and retain the talent we need to accomplish our mission and support our employees’ evolving needs.
• Design meaningful, flexible and personal reward programmes diverse, multigenerational, geographic and segmented workforce – using your analytical and strategic thinking skills.

Work cycle and impact: time horizon and nature of impact (Planning)

• Payroll administration
• Employee wellbeing initiatives
• Benefits in kind administration such as HMO, end of year gifts, long service awards

Qualifications

Academic:

• Bachelor’s Degree or equivalent from a recognized University (Business Related preferred)
• Master’s Degree is an added advantage.

Desired work experience:

• 0 – 2 Year experience on the job; holders with less than 1 year experience will be required to have the following skills;
• Analytical reasoning
• Tech Savvy
• Knowledge of relevant laws guiding compensation practices
• Critical thinking

go to method of application »

The Learning Manager plays a critical role in the day-to-day learning and development (L&D) activities within the HR team. This role is responsible for building employees’ capacity to deepen skills and competencies of staff across the organization. This  position actively searches, creatively designs and implements effective methods to educate, enhance performance and recognize performance.

The following include the job description for the role:

• Develop and encourage a continuous learning culture by introducing and identifying knowledge sharing opportunities, through both mandatory and optional sessions.
• Develop Training Curriculum across functions to promote technical and service skills.
• Drive specific learning initiatives geared at Management Development
• Rollout appropriate and effective learning and development tools.
• Manages & tracks learning budgets; negotiates contracts, builds and maintains relationships with third-party training providers; whilst, deploying cost effective learning solutions within the organizations L&D budget.
• Develop frameworks that reduce dependency on classroom training only but utilizing of technology for broader inclusion of the workforce
• Drive Line Manager/Leader Led learning Channels to improve team knowledge depth.
• Drive framework for monitoring training effectiveness and ROI

Ideal Job Specifications

Academic:

• Bachelor’s Degree or equivalent from a recognized University (Business Related preferred)
• A professional qualification of CIPMN, CIPD and other recognized HR/L&D professional Institutions

Desired work experience:

• Minimum of 5 years in HR, with at least 3 years in a  generalist  Role
• Ability to develop Learning Academy to drive learning interventions for all LAC and Subsidiaries
• Develop and encourage a continuous learning culture by introducing and identifying knowledge sharing opportunities, through both mandatory and optional sessions
• Ability to manage Training & Development programmes
• Capacity to drive learning initiatives profitably for the organization.
• Ability to embed competency base driven processes and integrated talent management.
• Good negotiator to influence cost saving from training programmes/ vendors
• A proven knowledge of all aspects of HR and ability to engage and build meaningful relationships

go to method of application »

This role will provide support to the Head of Internal Control in instituting controls, performing checks and balances in all areas of the organization and protect the Company’s assets from various business risks.

DIMENSIONS OF THE JOB:

• Assessment of the control environment
• Identification of control weakness and performing corrective actions
• Providing exception reports/infractions for qualitative decision making
• Builds strong relationships, works effectively in diverse and flexible teams, and takes ownership for learning and development
• Policy Guideline Development and Supervision
• Requisition Vouching and Administration

Qualifications

Ideal Job Specifications

• Educational qualifications  & functional / technical skills
• Relevant undergraduate degrees (e.g. Economics, Finance, Business administration Accounting, Computer science or Engineering, etc.)
• A professional qualification of ACA, ACCA, CICS, CICP is an added advantage.
• Proficient in Microsoft Applications- Excel, Word, Power point.
• Technical understanding of Life and General insurance risks, practical experience both in relation to complex analytical issues and regulatory standards
• Excellent business writing skills
• Strong modelling skills and ensuring appropriate controls
• Excellent data analytical and reporting skills.
• Understands how to contribute to team, business and group priorities and drives priorities with a sense of purpose.
• Collaborates across and within teams to identify potential control gaps.
• Good communication skill and Inter-personal relationship

Attitude and behavioral traits

• A team player
• Good communication skills
• Planning skills
• Analytical skills and a good eye for details
• Inter-personal relationship
• Problem-solving and decision-making abilities
• Strong leadership skills are required to work across multiple business units and senior

go to method of application »

The role is required by regulation to ingrain good corporate governance and compliance culture into the fabric of insurance operation. It is expected to be embedded into the corporate strategy of the company. The long-term intent is to establish a sanction free compliance environment where the tone for compliance appreciation is set at the top. This should be reflected in being the most-compliant insurance entity in Nigeria.

This is an analyst role, where the holder will ensure that business activities are conducted in conformity with all applicable laws, regulations, internal policies and procedures while meeting its business goals. They will inculcate compliance at all business levels and track compliance level of all applicable regulations and be a key business enabler.

The role holder will be a strategic partner to the business responsible for developing compliance programs, reviewing company policies, and review business processes to identify possible violations while enforcing utmost compliance across the business.

These objectives will be achieved through effective:

• Management of compliance operational program and functions.
• Keep up to date with, and understand, relevant laws and regulations
• Monitor compliance with laws, regulations and internal policies
• Collaborate with other departments to create a culture of compliance.
• Develop and review Company polices applicable to business.
• Facilitate customer due diligence process and audits.
• Manage and maintain relationship with regulators and law enforcement agencies.
• Assess and review company operations to identify possible compliance violations through detailed reports.
• Document all findings through reports and escalate to Line manager & follow up so that issues can be rectified
• Coordinating and scheduling required compliance training for employees
• Rendition of all regulatory returns and management of regulatory dashboard.
• Dissemination of all regulatory information to concerned parties.
• Perform risk assessments to understand risk level, significance and scope
• Register of all business queries and possible fines.
• Responsible for sanction screening of onboarding clients.

Qualifications

Ideal Job Specifications

Academic:

• Bachelor’s Degree in law, finance, business management or any other related field.
• Master’s Degree will be an added advantage.
• Professional certification in Compliance is an added advantage.

Desired work experience:

• 2+ years’ work-experience,
• A proven knowledge of compliance programs and functions.
• Good understanding of the regulatory environment across financial institutions.
• A team player and assertiveness in expressing opinions.
• Ability to foster good work relationship and engagement with regulators.
• Good communication skill and Inter-personal relationship
• Good presentation skills and proficiency in Microsoft office suite.
• Be able to develop and review company policies.
• Conduct and facilitate relevant training to stakeholders on regulatory guidelines and circulars.
• Be familiar with rendition of regulatory reports to NAICOM, NFIU etc and AML CTF & Sanction screening.
• Strong experience in design thinking and innovating compliance related applications.
• Demonstrated actual practice to providing practical solution to compliance problems.

go to method of application »

The Head of Internal control will be responsible for managing the operating and financial reporting controls for Leadway Assurance, Leadway Vie, Leadway Asset management Limited, Leadway Hotels, Capital and trust and properties.

The person must understand business processes, identify risks and controls, assess control effectiveness, and articulate deficiencies and recommendations for improvement.

The assessment and recommendations are formally reported Management.

Qualifications

KNOWLEDGE ,SKILLS AND BEHAVIOUR (Required to succeed in Role)

Educational qualifications & functional / technical skills

• Degree in Accountancy, with professional qualifications in Accounting. (i.e. ACA, ACCA)
• Fast worker with ability to work well under pressure
• Advanced Proficiency with Microsoft Office
• Relevant experience (type of experience and minimum number of years
• 6 plus years of audit/finance/accounting experience, including a minimum of 3-5 years of public accounting and/or internal audit experience
• Attitude and behavioral traits
• Strong interpersonal, written, and oral communication skills; with the ability to facilitate discussions and clearly present technical concepts, issues and recommendations
• Strong analytical and problem solving skills and meticulous
• Possess good business acumen and highly adaptive.
• High degree of self-responsibility, proactivity, and resourcefulness
• Demonstrates maturity to work effectively independently, and with a teams across related companies
• Strong organizational skills, with attention to details and deadlines
• Ability to motivate, influence, resolve issues, and develop strong partnerships at all levels of the organization
• Demonstrates experience in the design, implementation and monitoring
• of internal controls and compliance programs