Quality Service Assurance Officer at Execution Edge Limited

Execution Edge Limited - Our client, a capital market and investment ecosystem operator and a key player in the financial sector, with over 100 employees, is recruiting to fill the position below:

Job Title: Quality Service Assurance Officer

Location: Victoria Island, Lagos
Employment Type: Full time

Job Description

• The Quality Service Assurance Officer is to review the operation’s service delivery platform to identify the shortcomings of each user’s experience vis a vis the enterprise service expectation.
• Engage the team leads and Head of Department on remedial measures to improve the service experience. Support various Operations units to ensure that service delivery meets defined quality metrics and enhances client experience.
• Work closely with various Operations units to ensure fully reconciled Central Securities Depository (CSD) positions at both Symbol and Investor levels.

Key Roles and Responsibilities

• Monitor the operational activities of various units within the Division to ensure that defined quality metrics are met.
• Conduct root cause analysis for identified quality issues and prepare relevant reports as specified.
• Laise closely with various Operations units to ensure fully reconciled Central Securities Depository (CSD) positions at both Symbol and Investor levels.
• Liaise with Contact Center to identify pending client requests with dependencies on various Operations teams and follow through resolution.
• Work closely with various to ensure that internal processes and standard operating procedures are periodically reviewed and updated ahead of routine checks by Internal Control and Audit
• Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes, and procedures to aid and improve operational performance
• Generate relevant reports for capital market apex regulator (SEC), Self-Regulator (The Nigerian Exchange Limited – NGX), Auditing firms (for audit purpose) and Law Enforcement Agencies (EFCC, NPF)
• Perform ad-hoc tasks as assigned by Unit/Departmental Head

Qualifications & Experience

• Minimum of a First Degree in Economics, Accounting, Finance, Business Administration or any related discipline from a reputable institution.
• Relevant professional certification is an added advantage.
• Minimum of 1 year post-graduation experience in an Operations role in the Capital Market or any other Financial Service sector.
• Highly proficient in use of Microsoft excel, PowerPoint and analytical tools.

Application Closing Date
17th May, 2022.