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Head Of Service Management-Service Champion At A Financial Institution

Date Posted: 17/Jan/2014
Deadline: Not Specified

Description :

Our client is a financial institution that creates value to its clientele by delivering expert financial services. 
In line with the bank’s continuous drive to ensure availability of skills internally to adequately support achievement of corporate goals, the bank is seeking an experienced Head of Service Management to perform the following tasks set out below: 


• Drive and oversee the articulation of the Bank’s service vision, value proposition and strategic objectives for service delivery bank wide. 

• Lead the formulation of detailed departmental plans to achieve the Bank’s service goals. 

• Contribute to the development of service strategies, policies, procedures and standards in line with best practice to improve service levels and rating within the bank. 

• Consult on, establish and review service standards and targets within the bank. 

• Drive a service driven culture in alignment with the Bank’s overall strategy. 

• Monitor the internal service environment of the Bank including the culture and ensure adherence to the defined service standards. 

• Recommend solutions/ help solve problems that affect service efficiency/delivery. 

• Initiate various service programs critical to achieving the banks service vision and strategy. 

• Monitor the implementation of service delivery initiatives/programs bank wide. 

• Identify critical interdependencies among various service initiatives and forge effective organizational linkage to ensure a concerted seamless implementation of the Bank’s overall service strategy. 

• Develop metrics and targets for service delivery and monitor performance and set targets to achieve continuous service improvement. 

• Produce reports on the bank’s service initiatives and performance and present to the bank’s leadership. 

Person Specification: 

§ Create a positive and innovative atmosphere which encourages people to commit themselves to the task at hand and, where necessary, go beyond the call of duty in order to achieve their key objectives. 

§ Generally motivate people to give their best results, encouraging them and recognizing their performance when things go well. Apprise them of improvements which can and should be made when performance is below standard. 

§ Mentor, coach and generally support those who are not confident in their area of competence, building morale and personal esteem, and generally encouraging others to give their best performance. 

§ Meet people with ease and motivate them to constantly seek new opportunities and achieve high standards. 

§ Assert authority when necessary and strive to work within timescales and deadlines in order to overcome problems. 

§ Continually seek out opportunities. Practice and encourage a culture of strategic excellence. 

§ Be a self-starter who demonstrates energy in the work situation, seeking to get things done and at the same time addressing a wide variety of tasks. 

§ Strive to maintain independence, expression and views. Taking a strong-willed approach in situations where more assertive individuals may try to dominate the thoughts and ideas of others 

Professional Competencies: 

• Customer Interface Analysis & Design 

• Business Acumen 

• Business Process Design & Re-engineering 

• Change Management 

• Benchmarking & Survey Administration 

• Communication 

• Planning & Organizing 

• Policy Formulation & Implementation 

• Quality Assurance 

• Service Level Management 

• Complaint Management 

• Creating a Service Reputation 

The profile calls for the individual in the job to have the ability to inspire others to achieve profitable results. 

Ideally the incumbent will have self-confidence and will operate in situations which require motivating and influencing people, where there is little protocol or precedent available to serve as a guide. 

The individual should be able to meet people easily and be prepared to make commitments by taking a position or stand regardless of the controversy. 

The job occupant will ideally be a positive person, who is persuasive, self-starting, self-reliant, venturesome, optimistic, enthusiastic, active, mobile, impatient for results and stubbornly independent. 


A first degree. Possession of a post graduate qualification would provide an advantage 

EXPERIENCE: At least 12 years’ experience with 5-6 years in a senior management position within the Service Industry e.g. Hospitality (Airline, Hotel), Manufacturing, Automobile, Banking, Telecoms, etc. 

Email CV/Resume to [email protected]

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