Latest Jobs at First Bank

DUTIES & RESPONSIBILITIES

• Provides back up for the functions of Head, CCIU on Fraud & General Investigation matters in his absence.
• Reviews investigation reports from fraud analysts and general investigation officers.
• Minimizes level of rework/errors on investigation report to Head, CCIU for correction and approval.
• Pre-reviews and allocates cases to analysts for investigation.
• Provides accurate, complete and timely report rendition to all levels of Management.
• Provides advisory roles to BOSG, Retail Services, Compliance, Legal Services, HCMD and other stakeholders on emerging fraud issues.
• Generates proactive and detective control measures for automation to guide against fraud re-occurrence.
• Develops circulars on fall-out of fraud & forgery cases.
• Prevents re-occurrence of operational lapses and system defects that facilitate fraud incident.
• Monitors and supervises investigations of all fraud cases, general/other miscellaneous cases at all levels of the Bank to ensure timely resolutions and to provide prompt reports to Disciplinary Committee and Management.
• Minimizes other operational losses associated with fraud.
• Follows up on recoveries from all fraud activities.
• Reviews and accelerates the preparations of regulatory reports on fraud/armed robbery cases and ensure timeliness and accuracy of such reports.
• Provides reports on Frauds/armed robbery cases to Board Audit & Risk Assessment Committee.
• Seeks and obtains management approval for the provisioning of fraud and /or restitution of customers’ accounts.
• Delivery of reports for attempted and successful frauds to other stakeholders
• Educates/trains staff on fraud/forgery strategies to minimize reoccurrence.
• Attends Head Office Disciplinary Committees Meetings.
• Maintains the Security of all Information entrusted to the unit in the course of duty.
• Facilitate automation of processes.
• Achieves zero case of service complaint from external or internal stakeholders.
• Periodic Stakeholders’ engagement with HCMD, ICEG, Compliance, Legal Services, Security Services. etc.
• Provides accurate, complete, and timely reports to all levels of Management/regulators.
• Attends to all other ad-hoc duties assigned by the Unit Head.

JOB REQUIREMENTS

Education

• Minimum Education: First Degree preferably in a Business-related degree, 
• Higher degrees/Professional certification (such as ACA, ACIB, ACCA, CFE, CIA)

Experience 

• Minimum experience – 10 years in General banking and Audit

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DUTIES & RESPONSIBILITIES

• Conduct risk assessments to identify potential risks and vulnerabilities associated with digital transformation projects and initiatives.
• Perform audits and reviews of digital transformation projects, systems, and processes to ensure alignment with organizational objectives, industry best practices, and regulatory standards.
• Collaborate with stakeholders, including IT teams, business units, and executive management, to understand the strategic objectives and risks associated with digital transformation initiatives.
• Provide recommendations and guidance to management on opportunities for improvement in the design and implementation of digital transformation projects and initiatives.
• Stay abreast of emerging technologies, industry trends, and regulatory developments related to digital transformation and advise on their implications for the organization.
• Develop and maintain relationships with external auditors, regulatory agencies, and industry groups to stay informed about leading practices and regulatory requirements in the digital transformation space.
• Evaluate the design and effectiveness of controls implemented to mitigate risks related to digital transformation, including security controls, data privacy measures, and compliance with regulatory requirements.

JOB REQUIREMENTS

Education 

• First Degree, preferably in Computer science or a related discipline 
• Professional certification (CISA, CISM, CISSP, etc.) 

Experience 

• Minimum experience - 1 year in IT and Audit/Control/Information Security/Information Risk Management and Project Management.

go to method of application »

DUTIES & RESPONSIBILITIES

• Develop and implement a comprehensive audit program to assess digital transformation initiatives, including cloud migration, IoT implementation, AI integration, and other emerging technologies.
• Conduct risk assessments to identify potential risks and vulnerabilities associated with digital transformation projects and initiatives.
• Evaluate the design and effectiveness of controls implemented to mitigate risks related to digital transformation, including security controls, data privacy measures, and compliance with regulatory requirements.
• Perform audits and reviews of digital transformation projects, systems, and processes to ensure alignment with organizational objectives, industry best practices, and regulatory standards.
• Collaborate with stakeholders, including IT teams, business units, and executive management, to understand the strategic objectives and risks associated with digital transformation initiatives.
• Provide recommendations and guidance to management on opportunities for improvement in the design and implementation of digital transformation projects and initiatives.
• Stay abreast of emerging technologies, industry trends, and regulatory developments related to digital transformation and advise on their implications for the organization.
• Develop and maintain relationships with external auditors, regulatory agencies, and industry groups to stay informed about leading practices and regulatory requirements in the digital transformation space.
• Prepare and present audit findings, reports, and recommendations to executive management and audit committees.
• Mentor and coach team members within the Digital Transformation Assurance unit, providing guidance on audit methodologies, technical skills, and professional development opportunities.

JOB REQUIREMENTS

Education 

• B.Sc. Computer Sciences or related disciplines 
• Professional certifications (CISA, CISM, CISSP, ISO 20000, etc. ).

Experience 

Minimum experience - 8 years in Information Systems.

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DUTIES & RESPONSIBILITIES

• Investigates wide range of issues relating to customer complaints on service excellence, reported cases of misdirected funds or customer expected funds yet to be credited to customer accounts, issues relating to complaints lodged by solicitors on behalf of Customers.
• Investigations of complaints raised by regulatory bodies such as CBN, SEC Customer Protection Council etc. on behalf of customers.
• Investigates wide range of fraud cases such as cash suppression/ theft, fraudulent withdrawal, conversion/diversion etc.
• Generates investigation report for the review of Team Lead and Unit Head.
• Assists in prevention of operational lapses and system defects that facilitate fraud incident.
• Investigates staff related issues.
• Supports in follow up on the recovery from all fraud activities.
• Gathers data required in preparation of regulatory reports on fraud cases.
• Assists in preparation of reports on Frauds/Armed robbery cases for the Board Audit & Risk
• Assessment Committee.
• Records and monitors attempted fraud incidents, data base for all cases and registers (fraud).
• Provides support to obtain management approval for the provisioning for fraud and/or restitution of       customers’ accounts.
• Prepares returns for regulatory authorities for Team Lead, Fraud & Mgt Reporting.
• Provides accurate, complete and timely fraud report rendition to all levels of Management.
• Maintains the Security of all Information entrusted to us in the course of duty.
• Attends to issues bank-wide logged against Fraud & General Investigation on CA-Help desk, BPMS, CRM, Surface Mails etc.
• Achieve zero case of service complaints from external or internal stakeholders.
• Conclusion of fraud and general investigation within approved timelines.

JOB REQUIREMENTS

Education

• Minimum Education: First Degree preferably in a Business-related discipline, 
• Higher degrees/Professional certification (such as ACA, ACIB, ACCA, CFE, CIA)

Experience 

• Minimum experience – 6 years in General banking and Audit

go to method of application »

DUTIES & RESPONSIBILITIES

• Act on behalf of TL, Digital Forensic Investigator in his absence.
• Assist in planning investigation work.
• Investigate Cyber attack incident, Information security breaches and ability to present findings as expert witness in the court of law.
• Gather and preserve electronic evidence from computers, mobile devices, servers, and other digital sources in a forensically sound manner.
• Determine the causative factors of assigned incidents, learning points and corrective measures to prevent recurrence.
• Research on new threats, possesses skills to examine networks and software for flaws.
• Conduct in-depth analysis of digital data to identify potential security breaches, unauthorized access, or other malicious activities.
• Use specialized forensic software and tools to extract, recover, and analyse digital evidence, including deleted files, logs, metadata, and network traffic.
• Execute shared services functions such as data extraction (from a myriad of data sources)
• and analysis as required by other units in Internal Audit Department.
• Participate in incident response activities to identify the root cause of security incidents and recommend remediation actions.
• System incident review and reporting
• Conduct comprehensive investigation on crypto currency exchanges, blockchain networks, and digital asset portfolios to ascertain findings and root causes of incidents.
• Ability to serve as expert witness on cyber incident investigation.
• Perform forensic analysis of block chain transactions to detect fraudulent activities, money laundering, and other illicit behaviours.

JOB REQUIREMENTS

Education 

• Minimum Education: First Degree (preferably science or numerate), Higher degrees/professional certification (preferably CEH, CHFI, CISSP, CPA, CFE, CISA and/or other relevant digital forensics certifications).

Experience 

• Minimum experience – 1 year in IT, digital forensics investigation, IT Audit etc.

go to method of application »

DUTIES & RESPONSIBILITIES

• Act on behalf of Head, Customers’ Complaint and Investigations in his absence.
• Organise the digital forensic investigation team to carry out investigation of
• reported incidents received from CRM/branches, departments and external parties (such as CBN, NIBSS, Law Enforcement Agents, other banks, Switches, etc.) requiring in -depth technical investigation.
• Supervise/lead all forensic, Fintech related and cryptocurrency investigation activities.
• Review investigation reports for legal proceedings or internal investigations before sending to management.
• Ensure investigations comply with legal and regulatory standards related to digital evidence handling and data privacy.
• Collaborate with cross-functional teams including IT security, developers, compliance officers, legal, and law enforcement agencies during investigations to address audit findings and implement corrective actions.
• Identifying systems vulnerabilities leading to electronic fraud and other systems breaches
• Determine root causes of IT incidents, determine lessons, and escalate to Management and responsible stakeholders such as Information Technology, Internal Control and Enhancement Group, E-Business, Information Security Operations, Branch Services etc. for resolution in order to prevent losses.
• Continuous review of the investigation processes for improvement.
• Represent the Bank at meetings organized to mitigate fraud cases (such as: Nigeria e-fraud
• forum, InterSwitch, NIBSS etc)
• Represent the Bank at legal and regulatory proceedings.
• Stay abreast of emerging trends, regulations, and best practices in cryptocurrency and blockchain industries to enhance audit methodologies and procedures.
• Ensure legal and regulatory guidelines relating to digital forensic investigation and reporting are adhered to prevent penalties.
• Manage the relationship with external parties-legal and regulatory as it relates to digital forensic investigation fraud for optimal results.
• Recommend appropriate training needs based on identified skill gaps.
• Maintain records of digital forensic records.
• Render incident reports to regulators
• Maintain the security of all information entrusted to him.

JOB REQUIREMENTS

Education 

• Minimum Education:  First Degree (preferably science or numerate), Higher degrees/professional certification in digital forensics (e.g., Certified Computer Examiner (CCE), Certified Forensic Computer Examiner (CFCE), GIAC Certified Forensic Examiner (GCFE), CPA, CFE, CISA)

Experience 

• Minimum experience – 6 years with a minimum of 2 years in IT, digital forensics investigation, IT Audit, incident response, or cybersecurity investigations etc.

go to method of application »

JOB OBJECTIVE(S)

• To provide assistance to the Desk Head, Document verification & Compliance Standard Team towards ensuring that all LOU processes and products are delivered in full compliance with the relevant provisions of the AML/FCT acts while ensuring quality, efficient and error free service delivery and standardization in Account Opening.
• To Ensure that  Document Verification and Compliance  Standard checks are done within defined Turn-Around-Time that impacts the bank’s performance positively
• Enforcement of customer information confidentiality compliance culture among the team, in respect of the commitment and covenant pledge already made to the customer by the bank.
• To ensure that processing of accounts as regards Document Review and Analysis are done  in a way and manner to prevent identity theft and manipulation by fraudulent customer who want to use First Bank account as conduit for Money Laundering.
• To drive automation of Customer Onboarding process in conjunction with IT Team in order to  maximize customer experience

DUTIES & RESPONSIBILITIES 

• Define and provide overall day to day operational directions and guidance for effective delivery of all account Compliance checks in line with regulatory requirement as circulated Bankwide by compliance
• Liaise with the Desk Head, Document Verification & Compliance Standard for interpretation of policy requirement from regulatory authorities and application of same to the day-to-day running of the Team.
• Assist the   Desk Head, Document Verification & Compliance Standard in coordination of the Document Verification and Compliance Standard Team in aspect of review and analysis of documents for  accounts flown from about 600 branches  
• Assist  Desk Head, Document Verification & Compliance Standard  in area of Document Review and Analysis in ensuring adherence to defined standards, policies and procedures in the execution of task activities for over 50 account variants
• Make critical decisions on the correct scheme codes and advise the branches where applicable 
• Ensure that the Review  and Analysis of Agent Banking account documentation in line with CBN regulations on agency banking
• Ensure the Review and Analysis  process and to ensure timely  processing of customer’s information as a part of the account opening  process stipulated in compliance checklist
• Formulate strategies on best possible methods of effectively executing the Document Review and Analysis.
• Optimization of customer onboarding process via digital account opening platforms like Web and Apps and supporting automation processing in customer onboarding.
•  Strengthening the Customer relationship with the bank in the opening of additional accounts for the customer through  careful review and analysis  of previous  documents provided.
• Prioritize and plan the workload/work pattern of the  Document Verification and Compliance Standard team in line with schedules, deadlines and specified standard of the bank to ensure every account treated is done within expected TAT.
• Assist in setting and monitoring of performance targets for the team and ensuring set targets are met/surmounted.
• Reiterate  new development provided by Compliance Department on Customer Onboarding  to branches to keep them abreast of new trend in Account Opening processes.
• In conjunction with  Desk Head, Document Verification & Compliance Standard  , to have periodic engagement with the Bank’s Compliance Department so that the Account Opening Checklist can be reviewed in line with current realities.
• Identification of improvement opportunities/strategy to be adopted in handling assignments for the Team and developing same.
• Liaise with Desk Head, Document Verification & Compliance Standard  and Legal Department on issues relating to special clauses  in account opening documentation.
• Act as an Interface between Branches and Compliance/Legal Department on ambiguous compliance and operational clauses interpretation.
• Ensures Customer’s FBN References are treated  and initiates Customer Other Banks References on the available workflow.
• Assist Desk Head, Document Verification & Compliance Standard  in facilitating at periodic refresher courses for Branch Staff, RMs and entire FSS/LOU staff in conjunction with FSS Training Team. 
• Liaising with the Desk Head, Document Verification & Compliance Standard  to ensure proper manning of the unit.
• Liaises with the relevant technical support team iin the Information Technology department on issues bordering on workflow efficiency
• Liaise with the Desk Head, Document Verification & Compliance Standard and Team Lead, Help Desk and Performance Standards to conduct communication campaigns to FSS/LOU  branches and SBU stakeholders, ensuring that the effects of the ever dynamic policy  changes are properly understood and applied to the relative businesses and services
• Liaise with the Desk Head, Document Verification & Compliance Standard and by extension the Product and Marketing departments on issue bordering on product review in line with the competition dictates in the industry
• Ensure proper training/sensitization of team members to enhance due diligence in their operations while balancing quality service with policies.
• Assist   Desk Head, Document Verification & Compliance Standard   in setting and monitoring of performance targets for the team and ensuring set targets are surmounted.
• Collaboration with the Compliance Department on maintenance of Politically Exposed Persons (PEP) bio-data on the relative applicable anti money laundry applications
• Appraise team members, entrench culture of teaming, organizational loyalty and provide all round advisory services to the team members where necessary
• Advisory and Engagement Collaboration with the the various SBUs in the onboarding marketing activities for new customers. 
• Regular escalation of compliance RED FLAG to all the relevant control functions departments within the bank 
• Enforcement of CBN’s additional Know Your Customer requirement in respect of Designated Non-Financial Businesses and Profession.
• Implement the bank’s deferral policies and monitor accounts that have deferrals to mitigate against regulatory sanctions
• Verify previously deferred identification documents on the relevant portal to ensure their veracity
• Process existing customer account mandate file recreation to guard against regulatory sanctions from the CBN for incomplete customer mandate files
• Process and complete account opening requests for customers who make these requests via the digital account opening platform.
• Ensure all logs raised for enquires and issue resolution as regards Document Review and Analysis on Helpdesk Platform coming from branches are treated within the given TAT.

JOB REQUIREMENTS

Education  

• Minimum Education:    First Degree in any discipline.

Experience 

• Minimum experience: 3 years of general banking experience.

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JOB OBJECTIVE(S)

Verification and Monitoring of Account Maintenance Activities with specialization to Customer Information Update from Branches on IBPS (AMO, AML1 DAR queues)

DUTIES & RESPONSIBILITIES

• Co-ordinate  Customer Data Management And Compliance Support Officers in the effective capturing of all Customer Information Updates processed through   IBPS  while observing due diligence and upholding bank procedures and Policies.
• Ensures that all requests flown via the  IBPS workflow are treated in a timely and effective manner to satisfy both the internal and external customers.
• Take overall responsibility for all Customer information Updates that were hitherto Scanned through  IBPS  .
• Develop strategies that will aid improvement in handling assignments for the Team.
• Handle branch enquiries and correspondence as it relates to Customer Information Update activities and Dormant reactivation requests.
• Handle requests in terms of verification as it relates to setting up and deletion of all bank wide Standing instructions.
• Communicate and escalate recurring issues within the team to the Desk Head,  Customer Data Management And Compliance Services while proffering possible solutions to improve customer service.
• Support the development of   ideas/strategy to be adopted in handling Customer Information Updates.
• Managing effective work relationship amongst other departments within LOU
• Assist in disseminating new approvals/evolving policies of the bank to the Account management Support on documented policies, processes and procedures of the Customer Information Update to ensure continued effectiveness of the team.
• Collaborate with the Desk Head Customer Data Management & Compliance Services  in developing training as well as strategies for excellent service delivery to branches and head office departments
• As part of the Bank’s Information Security requirements, maintain the security of all Information entrusted to the staff and comply with the principles and policies in the Information Security Handbook.

Education 

• Minimum Education:     HND / BSc in any discipline

Experience 

• Minimum experience:  1-7 years of Relative Banking Experience

go to method of application »

JOB OBJECTIVES

• Engender a customer centric atmosphere where delighting the customer is our number one value proposition.
• Create awareness, impart knowledge, project RBO/LOU/Bank’s image, shape attitudes, stimulate desire with respective to achieving the central cardinal objectives of FSS/RBO/LOU in line with the bank’s governance and policies.
• Provide robust and organizational shared value driven leadership, coaching and mentoring that elicits the desired positive behavioral attributes from subordinates.  

DUTIES & RESPONSIBILITIES

LEADERSHIP/STRATEGIC RESPONSIBILITIES

• Champion the formulation and implementation of strategies, plans and programs for the unit in alignment with the overall goals and objectives of RBO/LOU by interpreting and influencing both the external and internal environments and by creating positive relationships with the relevant stakeholders through the appropriate management of their expectations and agreed RBO/LOU objectives.
• Coordinate and oversee the timely dissemination of information and resolution of all issues 
• Give direction to communication service representatives, monitor their interactions with customers to ensure quality control, adherence to service standards and make recommendations as necessary
• Ensure that service delivery is continuously improved to meet the needs of the customer as well as the Bank
• Regularly supervises team members, establishes performance standards, monitors performance on an ongoing basis and identifies staff training opportunities
• Championing the course of continuous knowledge update within the FSS/RBO/LOU and across all strategic torch points of FSS transaction/service influence within the bank for efficient and timely issues resolution across cross departmental functions
• Attends the bank’s QPR sessions for performance milestone feedback and stakeholder’s education on relative service gaps/challenges.
• Provide the overall leadership and direction for the Helpdesk, Stakeholder Engagement  and Training Management staff

COMPLAINTS /ISSUE RESOLUTION FUNCTIONS

• Responsible for coordinating, tracking, and ensuring the timely resolutions of identified issues and customers’ complaints across all units in the center
• Support the development, maintenance, improvement, execution, and appropriateness of the operative issue resolution processes. 
• Effectively manage, coach, and develop a team of Issue resolution specialists.
• Liaises with all the relevant regulatory, service and operations touch points within and outside the department (Compliance, Consumer Banking, Operational Risk, SBUs, BSC, CEVM, Internal Audit, etc.) for issue resolution efficiently.
• Coordinate the process of building and managing the centralized repository/platform for tracking and monitoring all open issues.
• Review and assign timelines for issues resolution completion and effectively allocates resources to the activities.
• Create direction by writing procedures for tracking business processes for Compliance Testing and Process efficiency validation to ensure that a consistent issue resolution standard is adopted across the Centre.
• Coordinate the process of tracking, documenting, analyzing the frequency and trend of issues/complaints and service bottlenecks.
• Renders periodical management returns on analyzed issues/complaints with a view to getting management support for enduring solution.

COMMUNICATION

• Develop, evaluate, and implement FSS/RBO communication strategies that are in sync with the organizational strategic communication objectives.
• Collaborate with the M&CC team in the development, evaluation and implementation of a proactive communications strategy using appropriate media monitoring and evaluation techniques to create awareness and promote productivity.
• Conduct communication campaigns across the Strategic Business units (SBUs) and FSS/RBO branches on the constantly changing regulatory, policy process and product requirements.
• Oversee the process of solution and knowledge based timely communication to all FSS/RBO stakeholders.
• Coordinate the process of constant communication engagement with Branch leadership on service and process gap feedbacks for identification and implementation of improvement opportunities across the relative service/branch segments.
• Implements communication strategies to enhance perception of the Centre and develop measurement tools to assure goals regarding perception strategies are met.
• Design and communicate product/service/process/knowledge-based MS Publisher flyers to educate and empower branches and SBUs on their relative processes/products that are handled at the Centre and also giving access for real-time account status monitoring.
• Drive the necessary campaign for sign off and implementation of any service complaints driven reviewed policy and solution that affects the processes at RBO/LOU.
• Stakeholder Engagement and Training Management
• Responsible for building and maintaining relationships with key RBO/LOU stakeholders.
• Provides relational link between RBO/LOU and the entire relative stakeholders in the Bank.
• Ensuring stakeholders are truly managed as partners in the development and delivery of the Centre's strategic goals.
• Anchor trainings for incoming staffs in LOU.
• Render helping hands remotely to branches on Account opening & Account maintenance common errors.
• Developing and implementing stakeholder engagement strategies including informing, consulting, and involving stakeholders where relevant and evaluating the effectiveness of these strategies.
• Advising management of issues and/or risks to stakeholder relationships as soon as they arise so risks can be managed effectively.
• Ensuring RBO/LOU management and staff understand the value of and are committed to the genuine participation of stakeholders in the delivery of all processes and services.
• Coordinate stakeholder contact through the implementation of contact management system using professional communications expertise including issues management, internal communications, and stakeholder relations.
• On a need basis, develop and implement RBO/LOU’s stakeholder engagement applying requisite strategies depending on the complexity of issues being addressed.
• Develop and implement RBO/LOU’s stakeholder engagement strategies based on the complexity of issues being addressed.
• Translate processes and policies change from Compliance, Products & Channels, e-Business, CRM departments to e-fliers for ease of understanding to the branches, SBUs and other relevant stakeholders.
• Liaise with the relative Heads of Units within the Bank to get process reviews implemented quickly.
• Managing the measurement of stakeholder satisfaction with the Scheme and developing and implementing strategies across the business to find solutions to the findings.
• Provide regular reports on stakeholder’s achievement against plan/target.
• Others
• Carry out other duties as assigned by the Head FSS/RBO/LOU

JOB REQUIREMENTS

Education 

• Minimum Education:   First Degree in any discipline
• Relevant ISO Certification 

go to method of application »

JOB OBJECTIVES

• Engender a customer centric atmosphere where delighting the customer is our number one value proposition.
• Create awareness, impart knowledge, project RBO/LOU/Bank’s image, shape attitudes, stimulate desire with respective to achieving the central cardinal objectives of FSS/RBO/LOU in line with the bank’s governance and policies.
• Provide robust and organizational shared value driven leadership, coaching and mentoring that elicits the desired positive behavioural attributes from subordinates.  

DUTIES & RESPONSIBILITIES

LEADERSHIP/STRATEGIC RESPONSIBILITIES

• Champion the formulation and implementation of strategies, plans and programs for the unit in alignment with the overall goals and objectives of RBO/LOU by interpreting and influencing both the external and internal environments and by creating positive relationships with the relevant stakeholders through the appropriate management of their expectations and agreed RBO/LOU objectives.
• Coordinate and oversee the timely dissemination of information and resolution of all issues 
• Give direction to communication service representatives, monitor their interactions with customers to ensure quality control, adherence to service standards and make recommendations as necessary
• Ensure that service delivery is continuously improved to meet the needs of the customer as well as the Bank
• Regularly supervises team members, establishes performance standards, monitors performance on an ongoing basis and identifies staff training opportunities
• Championing the course of continuous knowledge update within the FSS/RBO/LOU and across all strategic torch points of FSS transaction/service influence within the bank for efficient and timely issues resolution across cross departmental functions
• Attends the bank’s QPR sessions for performance milestone feedback and stakeholder’s education on relative service gaps/challenges.
• Provide the overall leadership and direction for the Helpdesk, Stakeholder Engagement  and Training Management staff

COMPLAINTS /ISSUE RESOLUTION FUNCTIONS

• Responsible for coordinating, tracking, and ensuring the timely resolutions of identified issues and customers’ complaints across all units in the center
• Support the development, maintenance, improvement, execution, and appropriateness of the operative issue resolution processes. 
• Effectively manage, coach, and develop a team of Issue resolution specialists.
• Liaises with all the relevant regulatory, service and operations touch points within and outside the department (Compliance, Consumer Banking, Operational Risk, SBUs, BSC, CEVM, Internal Audit, etc.) for issue resolution efficiently.
• Coordinate the process of building and managing the centralized repository/platform for tracking and monitoring all open issues.
• Review and assign timelines for issues resolution completion and effectively allocates resources to the activities.
• Create direction by writing procedures for tracking business processes for Compliance Testing and Process efficiency validation to ensure that a consistent issue resolution standard is adopted across the Centre.
• Coordinate the process of tracking, documenting, analyzing the frequency and trend of issues/complaints and service bottlenecks.
• Renders periodical management returns on analyzed issues/complaints with a view to getting management support for enduring solution.

COMMUNICATION

• Develop, evaluate, and implement FSS/RBO communication strategies that are in sync with the organisational strategic communication objectives.
• Collaborate with the M&CC team in the development, evaluation and implementation of a proactive communications strategy using appropriate media monitoring and evaluation techniques to create awareness and promote productivity.
• Conduct communication campaigns across the Strategic Business units (SBUs) and FSS/RBO branches on the constantly changing regulatory, policy process and product requirements.
• Oversee the process of solution and knowledge based timely communication to all FSS/RBO stakeholders.
• Coordinate the process of constant communication engagement with Branch leadership on service and process gap feedbacks for identification and implementation of improvement opportunities across the relative service/branch segments.
• Implements communication strategies to enhance perception of the centre and develop measurement tools to assure goals regarding perception strategies are met.
• Design and communicate product/service/process/knowledge-based MS Publisher flyers to educate and empower branches and SBUs on their relative processes/products that are handled at the centre and also giving access for real-time account status monitoring.
• Drive the necessary campaign for sign off and implementation of any service complaints driven reviewed policy and solution that affects the processes at RBO/LOU.
• Stakeholder Engagement and Training Management
• Responsible for building and maintaining relationships with key RBO/LOU stakeholders.
• Provides relational link between RBO/LOU and the entire relative stakeholders in the Bank.
• Ensuring stakeholders are truly managed as partners in the development and delivery of the centre’s strategic goals.
• Anchor trainings for incoming staffs in LOU.
• Render helping hands remotely to branches on Account opening & Account maintenance common errors.
• Developing and implementing stakeholder engagement strategies including informing, consulting, and involving stakeholders where relevant and evaluating the effectiveness of these strategies.
• Advising management of issues and/or risks to stakeholder relationships as soon as they arise so risks can be managed effectively.
• Ensuring RBO/LOU management and staff understand the value of and are committed to the genuine participation of stakeholders in the delivery of all processes and services.
• Coordinate stakeholder contact through the implementation of contact management system using professional communications expertise including issues management, internal communications, and stakeholder relations.
• On a need basis, develop and implement RBO/LOU’s stakeholder engagement applying requisite strategies depending on the complexity of issues being addressed.
• Develop and implement RBO/LOU’s stakeholder engagement strategies based on the complexity of issues being addressed.
• Translate processes and policies change from Compliance, Products & Channels, e-Business, CRM departments to e-fliers for ease of understanding to the branches, SBUs and other relevant stakeholders.
• Liaise with the relative Heads of Units within the Bank to get process reviews implemented quickly.
• Managing the measurement of stakeholder satisfaction with the Scheme and developing and implementing strategies across the business to find solutions to the findings.
• Provide regular reports on stakeholder’s achievement against plan/target.

Others

• Carry out other duties as assigned by the Head FSS/RBO/LOU

go to method of application »

JOB OBJECTIVES

• Support the establishment of a customer centric atmosphere where delighting the customer is our number one value proposition.
• Assist to create awareness, impart knowledge, project RBO’s image, shape attitudes, stimulate desire with respect to achieving the central cardinal objectives of RBO in line with the bank’s governance and policies.
• Assist to provide a robust and organizational shared value-driven leadership, coaching and mentoring that elicits the desired positive behavioral attributes from staff members. 
• To operationally manage enquiries & requests and ensure timely closure of logged items.
• To implement strategies within the Helpdesk to support delivery of excellent service to branches.
• To maximise the performance of the LOU helpdesk against defined KPIs through effective real time management.
• Maintain relationships with key stakeholders like IT, CRM, BPM for example.
• Contribute to the overall development and maintenance of LOU’s reputation in the Bank..

DUTIES & RESPONSIBILITIES

• implementation of strategies, plans, and programs for RBO units in alignment with the overall goals and objectives of the bank by interpreting and influencing both the external and internal environments and by creating positive relationships with the relevant stakeholders through the appropriate management of their expectations and agreed RBO objectives.
• Timely dissemination of information and resolution of all issues.
• Adherence to service standards while engaging and managing stakeholders.
• Support the Desk Head, Stakeholders   Engagement & Management to regularly supervises the stakeholders & training  management consultants , establishes performance standards, monitors performance on an ongoing basis and identifies staff training opportunities.
• Support the Desk Head, Stakeholders   Engagement & Management in championing the course of continuous knowledge update within RBO and across all strategic touch points within the bank for efficient and timely issues resolution across cross departmental functions
• Ensure that service delivery is continuously improved to meet the needs of the internal customers as well as the Bank
• Ensure service delivery in LOU Helpdesk meets with the principles of the Bank’s customer service strategy.
• Follow up in the research and resolution of all enquiries and complaints sent to LOU.
• Ensure the timely closure of all incidents logged on SLA with timely resolutions to ensure all end users are adequately satisfied.
• Ensure availability of information to determine trends in customer complaints and alert the   Desk Head, Help Desk as necessary.
• To supervise the Help Desk Management Consultants and consultants to support the operation of an efficient and responsive LOU Helpdesk.
• Monitor the helpdesk & stakeholders engagement consultants to ensure quality delivery of communications and response to transaction enquiries.
• Analyze operational problems, such as incorrect responses and delayed responses and establish procedures to alleviate these problems.
• Managing branch staff on service-related challenges and providing them with feedback.
• Monitor the Help Desk Management Consultants in attending to calls and escalation mails from branches.
• Assist the Desk Head, Help Desk Management in preparing timely communication to RBO internal and external stakeholders on behalf of RBO.
• Initiate and manage campaigns to address knowledge gaps identified from the issues based on performance reports generated from issues raised by branches.
• Support the Desk Head, Help Desk Management in discharging the relevant Help Desk, Stakeholders Engagement, and management functions.
• Understand the impact of attitude in handling calls professionally.
• Responsible for tracking and ensuring the timely resolutions of identified issues and internal customers’ complaints across all units in the department.
• Support the development, maintenance, improvement, execution, and appropriateness of the operative issue resolution processes.
• Assist the Desk Head, Stakeholders Engagement & Management to effectively monitor, coach, and develop a team of Issue resolution specialists/consultants
• Liaises with all the relevant service and operations touch points within and outside the department (Compliance, Personal Banking, Operational Risk, SBUs, BEM, CXO, Internal Audit, etc.) for issue resolution efficiently.
• Track, document, analyze the frequency and trend of issues/complaints and service bottlenecks.
• Renders periodical management returns on analyzed issues/complaints with a view to getting management support for endearing solution.
• Responsible for building and maintaining relationships with key RBO stakeholders.
• Provides relational link between RBO and the entire relative stakeholders in the Bank.
• Ensuring stakeholders are truly managed as partners in the development and delivery of the department’s strategic goals.
• Anchor trainings for incoming staffs in RBO.
• Render helping hands remotely to branches on Account opening & Account maintenance common errors.
• Inform, consult, and involve stakeholders where relevant and evaluating the effectiveness of these strategies.
• Advising management of issues and/or risks to stakeholder relationships as soon as they arise so risks can be managed effectively.
• Ensuring RBO management and staff understand the value of and are committed to the genuine participation of stakeholders in the delivery of all processes and services.
• Maintain stakeholders contact through the implementation of contact management system.
• Assist the Desk Head, Stakeholders Engagement & Management to Develop and implement RBO’s stakeholders’ engagement strategies depending on the complexity of issues being addressed.
• Assist the Desk Head, Stakeholders Engagement & Management to translate processes and policies change from Compliance, Products & Channels, e-Business, CRM departments to e-fliers for ease of understanding to the branches, SBUs and other relevant stakeholders.
• Liaise with the respective Heads of Units within RBO to get process reviews implemented quickly.
• Managing the measurement of stakeholders’ satisfaction, developing, and implementing strategies across the business to find solutions to feedback.
• Provide regular reports on the team’s performance to the Desk Head, Stakeholders Engagement & Management 
• Carry out other duties as assigned by the Desk Head, Stakeholders Engagement & Management as well as Team Lead Help Desk, & Stakeholders Management

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JOB DESCRIPTION

Daily supervise the activities of the four sub-units as seen below:

• MasterCard Settlement 
• VISA Settlement 
• Interswitch Settlement 
• In-House Processes & Support

Manage the unit for timely and accurate settlement of ALL e-transactions on ALL channels (ATM, POS, Web, Mobile (First Mobile), Mobile Money (FirstMonie), various e-payment platforms).

These include: 

• international transactions done by FBN issued cards 
• Domestic transactions done by FBN issued cards on channels deployed by other Banks 
• Transactions done on FBN deployed channels by cards issued by other Nigerian Banks 
• Transactions done on FBN deployed channels by cards issued by international Banks 
• Transactions done on other payment platforms (Autopay, Payment Gateway, Corporate Pay, etc) 
• Transaction done on FBN First mobile platforms – Interswitch and E-transact 
• Transactions done on the Mobile Money platform
• Minimum experience: 8 years, 3 of which must have been spent in e-Banking/Products/Settlement

Minimum Education: 1st Degree in a numerate discipline

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JOB DESCRIPTION

• Manage the accurate and timely settlement of all types/forms of MasterCard transactions (domestic and International) done on various platforms (POS, ATM, Web, QR
• Supervise/monitor the resolution of all attendant issues on MasterCard products. 
• Oversee all functions performed by other officers in MasterCard settlement team to ensure the team’s efficiency through timeliness and accuracy of all activities. 
• Oversee the management of all accounts used in the settlement of MasterCard products (including MasterCard Receivable and Payable Accounts, MasterCard Cash Disbursement, MasterCard Transaction Suspense, MasterCard SCB Offshore and Nostro Accounts) and review of open items on these accounts. 
• .Ensure that proper settlement procedures are established for all transactions on new MasterCard e-products that may be launched by First Bank or other Banks but will impact on us. 
• Ensure that all files are downloaded from MasterCard connect daily and back-up copies kept.
• Ensure all settlement entries passed are reviewed, verified and  passed in respect of all settlement processes within MasterCard team. 
• Ensure the daily transmission, to Interswitch SFTP, of all MasterCard POS transactions on the Bank’s acquired MasterCard accepting POS.
• Analyze transaction trends and ensure monthly reports are prepared to track volume and values of transactions across all MasterCard products to enable the bank track product performance.
• Ensure monitoring of Offshore Account is done.
• Oversee upload and accurate reporting of global collection only (GCO) transactions to ensure the bank’s compliance and avoid penalties from MasterCard.
• Ensure that proper settlement procedures are established for all transactions on new MasterCard e-products that may be launched by First Bank or other Banks but will impact on us. 
• Oversee all functions performed by other officers in MasterCard settlement team to ensure the team’s efficiency through timeliness and accuracy of all activities.
• Collaborate with IT, Business Solutions team, Product managers and other stakeholders for rollout of new initiatives on MasterCard settlement.
• Engage switches, card schemes and third-party processors on exceptions or issues identified with settlement and follow up to ensure resolution.
• Ensure timely collation and sending of Merchant Settlement reports to E-business Relationship Managers. Also, ensure merchant complaint issues are promptly resolved. 
• Ensure prompt reconciliation and posting of all MasterCard exceptions/dispense error and partial dispense transactions. 
• Monitor Naira MasterCard exchange rate trend and report any variation to E-business group for appropriate action. 
• Ensure timely collation and sending of Merchant Settlement reports to E-business Relationship Managers. Also, ensure merchant complaint issues are promptly resolved. 

Requirement

• Minimum Education: 1st Degree in a numerate discipline
• Minimum experience: 8 years, 5 of which must have been spent in e-Banking/Products

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JOB DESCRIPTION

• Manage the seamless delivery of new in-house applications that do not settle via the switches.
• Daily supervision, review of settlement files and upload of: 
• Customs duties manual collections 
• Nigerian Export Supervisory Scheme (NESS) collections 
• Customs duties Paydirect collections
• Resolution of failed Custom & NESS transactions on PayDirect & Firstcollect Platforms
• Supervise the daily, weekly and monthly statutory returns and reports in respect of manual Customs Duties collections remittance, NESS and NDCC remittances before submission to CBN and the various Customs ports 
• Ensures timely processing in the deactivation of Direct Debit Mandates customers (ARM Insurance, etc.) 
• Resolution of failed transactions initiated by various customers on inhouse application platform.
• Supervision of dispatched mailer to Lagos branches and upcountry branches via the courier service 
• Supervision and monitoring of record keeping of documents for customs, NESS and pin mailer.
• Ensures prompt weekly settlement and pre-reconciliation of PAYU in-branch transactions 
• Carries out daily reconciliation of biller transaction report with the settlement report for Firstbillspay settlement
• Reviews with the billers on variances with settlement and ensures prompt reversal is done to prevent loss of funds
• Prepares monthly invoice payment for the vendor via WEBADI and follows up to ensure prompt payment processing by the procurement and Centralized admin unit.
• Monitoring and recoup of funds to Ebusiness receivable account
• Conduct a second level authentication check on prepared E-tranzact settlement data upload file 
• Authorizes e-tranzact for settlement debits after obtaining approval from Heads of Settlement, Account monitoring and concurrence from the Head of department.

Requirement

• Minimum experience: 8 years, 5 of which must have been spent in e-Banking/Products
• Minimum Education: 1st Degree in a numerate discipline