Employer: Ecobank Nigeria
Vacancy: Head of Customer Service
Ref No: 1400000H
The Company :
Incorporated in Togo, Ecobank Transnational Inc (ETI) is the parent company of the leading independent pan-African banking group.
The Group currently has a presence in 35 African countries and is also represented in France by its affiliate EBI SA with representative offices in Dubai and London. Listed on three stock exchanges (Lagos, Abidjan and Accra), the Group is owned by over 600,000 local and international institutional and individual shareholders including the International
The Group currently has a presence in 35 African countries and is also represented in France by its affiliate EBI SA with representative offices in Dubai and London. Listed on three stock exchanges (Lagos, Abidjan and Accra), the Group is owned by over 600,000 local and international institutional and individual shareholders including the International
Finance Corporation and the Public Investment Corporation of South Africa. The Group has 19,200 employees from 40 different countries and 1250 branches and offices. Ecobank is a full service bank providing wholesale, retail, investment and transaction banking services to governments, multinationals, financial institutions, international organisation, medium, small and micro businesses and individuals.
Ecobank Nigeria is currently inviting applications from qualified and competent individuals to fill the position of:
Job Title: Head of Customer Service-1400000H
Job Description
Head of Customer Service :
To develop the overall service strategy and quality management for Corporate Bank and any other selected relationships
To set up a “Single Point of Contact (One-Stop Service Centre)” for after sales service and cross-selling of bank products to identified clients
To put in place a Service Group to manage client enquiries within established standards.
To develop a set of criteria for categorizing and selecting clients targeted for this service offering.
To handle the relationship management of selected customers, requiring primarily service (service managed accounts)
To proactive management of clients’ needs by breaking down these needs/requests into structured and repetitive service functions which can be delivered on schedule without requests.
To solicit customer feedback with a view to addressing service issues and increasing customer satisfaction and loyalty
To liaise with Operations, Marketing and Credit units to research identified and reported customer issues which should translate to Process Improvement initiatives and revenue preservation and growth
To continuously train staff in products and communication (telephone, writing etc) skills required to carry out their functions effectively
Key responsibilities :
Enquiry management :
Establish standard Turn-Around-Time (TAT) and other service quality indices for handling different categories of customer enquiries
Develop a system to monitor all incoming enquiries to ensure all are resolved to the satisfaction of the customer
Carry out periodic trend analysis using the Enquiry Management Tool in order to identify specific pain points for customers, determine root cause and take necessary action to eliminate such
Develop processes and procedures for Enquiry Management with a view to training, equipping and empowering Country Service Managers to deliver functions to and beyond established standards
Identify and implement technology solutions to enhance ‘Customer Enquiry Management”
Customer service :
Establish differentiated service standards for various categories of clients based on their revenue bands and their tiering
Develop a Program to call clients to obtain, review and resolve service issues
Have regular Service meetings with top-tier clients
Develop Sales leads/Cross Sells as a result of close customer interaction
Regularly correspond with Relationship, Product and Operations Managers to share information on clients
Assign a designated Service Representative to each Top Client
Set up a hotline for customer complaints
Enquiry types-sample :
Review account activities and monitor changes, and discuss with clients
Prompt notification of changes in regulatory policies and guidelines
Provide clarity on charges on accounts
Respond to enquiries to various customers within established TAT
Notify clients of returned items, pending transactions etc
Liaise with clients and other areas of the bank
Introduce clients to self-service options to aid information retrieval and dissemination
Qualifications
Experience:
2 - 3 years sales or marketing experience
Customer focused & results orientated
Excellent verbal and written communication skills in relevant languages to the customers/accounts assigned
Knowledge of banking products and operations
Good organizational and time management skills are highly desirable
Result driven team player
Inclusive, flexible, internationally savvy and sensitive to client culture
Education/Personal attributes:
Bachelor’s degree required at a minimum
Strong commitment to leadership and management
Excellent interpersonal skills
Negotiation skills
Conflict resolution skills
Furthermore, excellent planning and organizational abilities are required.
Flexibility and an exhibited awareness of, and sensitivity to other cultures are considered important as a Customer Service Manager works with diverse groups, individuals and interests
Primary Location: Nigeria-Nigeria
Closing Date: Ongoing
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