Helpdesk & Stakeholder Management Specialist at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Helpdesk & Stakeholder Management Specialist

Job Identification: 1056
Location: Lagos
Job Schedule: Full time

Job Description

• Support the establishment of a customer centric atmosphere where delighting the customer is our number one value proposition.
• Assist to create awareness, impart knowledge, project RBO’s image, shape attitudes, stimulate desire with respect to achieving the central cardinal objectives of RBO in line with the bank’s governance and policies.
• Assist to provide a robust and organizational shared value-driven leadership, coaching and mentoring that elicits the desired positive behavioral attributes from staff members. 
• To operationally manage enquiries & requests and ensure timely closure of logged items.
• To implement strategies within the Helpdesk to support delivery of excellent service to branches.
• To maximise the performance of the LOU helpdesk against defined KPIs through effective real time management.
• Maintain relationships with key stakeholders like IT, CRM, BPM for example.
• Contribute to the overall development and maintenance of LOU’s reputation in the Bank..

Duties and Responsibilities

• Implementation of strategies, plans, and programs for RBO units in alignment with the overall goals and objectives of the bank by interpreting and influencing both the external and internal environments and by creating positive relationships with the relevant stakeholders through the appropriate management of their expectations and agreed RBO objectives.
• Timely dissemination of information and resolution of all issues.
• Adherence to service standards while engaging and managing stakeholders.
• Support the Desk Head, Stakeholders   Engagement & Management to regularly supervises the stakeholders & training  management consultants , establishes performance standards, monitors performance on an ongoing basis and identifies staff training opportunities.
• Support the Desk Head, Stakeholders   Engagement & Management in championing the course of continuous knowledge update within RBO and across all strategic touch points within the bank for efficient and timely issues resolution across cross departmental functions
• Ensure that service delivery is continuously improved to meet the needs of the internal customers as well as the Bank
• Ensure service delivery in LOU Helpdesk meets with the principles of the Bank’s customer service strategy.
• Follow up in the research and resolution of all enquiries and complaints sent to LOU.
• Ensure the timely closure of all incidents logged on SLA with timely resolutions to ensure all end users are adequately satisfied.
• Ensure availability of information to determine trends in customer complaints and alert the   Desk Head, Help Desk as necessary.
• To supervise the Help Desk Management Consultants and consultants to support the operation of an efficient and responsive LOU Helpdesk.
• Monitor the helpdesk & stakeholders engagement consultants to ensure quality delivery of communications and response to transaction enquiries.
• Analyze operational problems, such as incorrect responses and delayed responses and establish procedures to alleviate these problems.
• Managing branch staff on service-related challenges and providing them with feedback.
• Monitor the Help Desk Management Consultants in attending to calls and escalation mails from branches.
• Assist the Desk Head, Help Desk Management in preparing timely communication to RBO internal and external stakeholders on behalf of RBO.
• Initiate and manage campaigns to address knowledge gaps identified from the issues based on performance reports generated from issues raised by branches.
• Support the Desk Head, Help Desk Management in discharging the relevant Help Desk, Stakeholders Engagement, and management functions.
• Understand the impact of attitude in handling calls professionally.
• Responsible for tracking and ensuring the timely resolutions of identified issues and internal customers’ complaints across all units in the department.
• Support the development, maintenance, improvement, execution, and appropriateness of the operative issue resolution processes.
• Assist the Desk Head, Stakeholders Engagement & Management to effectively monitor, coach, and develop a team of Issue resolution specialists/consultants
• Liaises with all the relevant service and operations touch points within and outside the department (Compliance, Personal Banking, Operational Risk, SBUs, BEM, CXO, Internal Audit, etc.) for issue resolution efficiently.
• Track, document, analyze the frequency and trend of issues/complaints and service bottlenecks.
• Renders periodical management returns on analyzed issues/complaints with a view to getting management support for endearing solution.
• Responsible for building and maintaining relationships with key RBO stakeholders.
• Provides relational link between RBO and the entire relative stakeholders in the Bank.
• Ensuring stakeholders are truly managed as partners in the development and delivery of the department’s strategic goals.
• Anchor trainings for incoming staffs in RBO.
• Render helping hands remotely to branches on Account opening & Account maintenance common errors.
• Inform, consult, and involve stakeholders where relevant and evaluating the effectiveness of these strategies.
• Advising management of issues and/or risks to stakeholder relationships as soon as they arise so risks can be managed effectively.
• Ensuring RBO management and staff understand the value of and are committed to the genuine participation of stakeholders in the delivery of all processes and services.
• Maintain stakeholders contact through the implementation of contact management system.
• Assist the Desk Head, Stakeholders Engagement & Management to Develop and implement RBO’s stakeholders’ engagement strategies depending on the complexity of issues being addressed.
• Assist the Desk Head, Stakeholders Engagement & Management to translate processes and policies change from Compliance, Products & Channels, e-Business, CRM departments to e-fliers for ease of understanding to the branches, SBUs and other relevant stakeholders.
• Liaise with the respective Heads of Units within RBO to get process reviews implemented quickly.
• Managing the measurement of stakeholders’ satisfaction, developing, and implementing strategies across the business to find solutions to feedback.
• Provide regular reports on the team’s performance to the Desk Head, Stakeholders Engagement & Management 
• Carry out other duties as assigned by the Desk Head, Stakeholders Engagement & Management as well as Team Lead Help Desk, & Stakeholders Management.

Application Closing Date
17th May, 2024; 10:47