JOB TITLE: Manager, Service Centre - LAGOS MAINLAND
JOB ID: 7028
JOB LOCATION: Nigeria – Lagos
JOB DIVISION: Personal and Business Banking
POSITION CATEGORY: Customer Relationship Management
EMPLOYMENT TYPE: Full Time - Permanent
REGULATORY APPROVAL: Yes
POSITION DESCRIPTION
JOB ID: 7028
JOB LOCATION: Nigeria – Lagos
JOB DIVISION: Personal and Business Banking
POSITION CATEGORY: Customer Relationship Management
EMPLOYMENT TYPE: Full Time - Permanent
REGULATORY APPROVAL: Yes
POSITION DESCRIPTION
- Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centres.
- To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and auctioned, based on customer needs. Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
- Ensure the effective roll out of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
- Customer service
- Management of service improvement
- Legislative compliance
- Management of responsive sales
- Management of credit and operational riskPeople management
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