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Officer And Account Maintenance Via U-Connect

Date Posted: 28/Jul/2014
Deadline: Not Specified

Operations - Job Description

Job Title: Officer and Account Maintenance

Functional unit Origination & Maintenance

Location: Ilupeju Lagos

Reporting structure:
Reports to Team Leader, Account Maintenance


Job description:

To primarily provide Account Maintenance duties on customers’ accounts within agreed SLA and in line with bank’s procedures and ethical standards

Key responsibilities Maintenance of customers’ accounts

• Execution of instructions by customers to provide a high level of customers satisfaction and quality output
• Proactively attending to requests and proffering alternatives that will suit the customer’s needs while working within the control policies of the bank
• Daily capturing of activities on metrics web page

Strategic

• Assists to implement and continuously improves the Account Maintenance area in co-ordination with the Team leader, Account Maintenance , with a view of ensuring efficient and effective functioning and high level of service within the Account Maintenance area.

Customer and Business Partner Relationship Management

• Suggests and implements initiatives to improve customer satisfaction ratings
• Engages in the Customer Value Proposition and processing within Service Level Agreements and benchmark targets to ensure alignment to these requirements
• Ensure that assigned tasks are executed promptly

Cost Management

• Provides cost reduction initiatives and and ensures that budgets for the Account Maintenance area are met.
• Provides suggestions on how throughput can be maximised throughout the Account Maintenance area by noting processes that could be improved applying the principles of Lean manufacturing and Six Sigma.

Resource Utilisation

• Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies.
• Maintain a cooperative supportive working relationship with other team members

Performance

• Implements defined operational performance metrics geared towards meeting country objectives by analysing the existing gaps.
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
• Provides accurate and timeous reports as required to line manager

Control

• Identifies and assesses the risks facing both systems and business processes thereby providing effective loss and risk management and so minimising the operational risks.
• Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk.
• Check risk implications and in need, refer to Compliance or Operations Control
Keep abreast with new policies and procedures at all times and educate team members accordingly

Self Development

• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Customer service
• Sets and ensures that service standards are maintained, in line with differentiated requirements of the market segments.
• Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
• Ensure that the centres strive for continuous service improvement.

Management of service improvement
• Manage the customer problem resolution process and ensure the accurate logging of information.
• Set and monitor turn-around times for resolving customer queries and complaints.

Key performance measures • Processing Customers’ requests within minimum TAT and agreed SLA
• Increased profitability as a result of quality growth in market share.
• Increased cross-sell ratios.
• Good Internal Audit and Operations Control report findings.
• Complaints and queries effectively managed.
• Retention of satisfied, well informed customers as measured by Customer Experience Measurements
• Positive customer experience as measured by the ISS quarterly survey rating

Internal and external relationships
Internal relationships
Name of business Function Nature and purpose of the working relationship Sphere of influence
Branch network
Intermediary to access customers and process transactions Within the country
Credit Unit/Finance/OPC and other head office units
Receive instructions for customers to process within Nigeria

Competencies required:

Minimum qualifications
• B.Sc/B.Ed/B.Eng (second class upper)
• Certifications: No mandatory but ACIB/ACA is an advantage
Licences N/A

Knowledge:

• Procedures and processes relating to banking transactions
• Systems used to process transactions for various accounts
• Process / project management
• Comprehensive knowledge of banking transaction processes relevant to products and services offered to customers
• Practical knowledge of how to input, access and utilize information to analyze forecast trends
• Knowledge of capacity management principles
• Knowledge of cost management principles and practices
• Knowledge of process / project management .

Experience:
At least 2 years of cognate experience in branch/bank operations

Technical competencies
• Budgeting skills
• Risk identification and assessment skills
• Team playing skills

Personal competencies

• Well-developed team playing skills
• Excellent interpersonal and communication skills
• Strong customer focus and service orientation
• Creative, analytical with good problem solving skills
• Conflict management skills and ability to manage ambiguity
• Self-driven, values based, innovative, independent adaptive and results orientated person
• High emotional intelligence
Problem solving, planning and decision making Problem solving
• The job deals with various customers’ accounts. The job is always pressurising as customers submit various instructions that need to be executed urgently. Some of the instructions carry huge potential risks for the Bank if not executed timeously or correctly
• Some of the instructions from the customers are unreasonable and not in line with the Bank’s procedures. The job holder needs to be able to explain the impracticality to the customer without causing an upset
• The job holder needs to find appropriate solutions, which will meet the needs of business, while still ensuring that risk is kept to a minimum, and internal audit requirements are met
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs to research new ways of doing things, with a view to constantly improving productivity and quality of work produced in the Account Maintenance area

Planning

• The ability to engage in strategic activities and then to interpret and convert these into workable, tactical operational process plans for implementation in a changing and competitive processing/customer services environment
• Conceptual/creative thinking needs to be coupled with strong practical sensibility to ensure that strategies are effectively implemented to optimize the short, medium and long term operational needs and to support the business’s objectives
• The jobholder needs to think and plan up to 2-3 years ahead, to ensure the successful delivery of outputs, particularly when preparing budgets and head count requirements

Decision making
• In providing a responsive service delivery function there is pressure to meet tight deadlines and to satisfy customer requirements in an environment with a wide variety of problems and unexpected challenges which requires the skill to identify, prioritise and resolve issues at the customer interface.
• The job requires the incumbent to be able to handle authority expediently, be orientated towards immediate accomplishments and to be a firm decision maker.
• Part of the challenge lies in an ability to harness appropriate advice, guidance or assistance timeously from key stakeholders.
• Requires an innovative individual who can think laterally, who has business vision and who can take an idea and move with it to conclusion.



Working conditions:

• 8am – 6pm
• On-site

Application Method:

Interested Applicants should forward their cvs to ([email protected]) using Account Maintenance Officer as the subject of the Email.







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