CX Regulatory Escalation & Resolution Manager at First Bank of Nigeria Limited (FirstBank)

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: CX Regulatory Escalation & Resolution Manager

Job Identification: 1618
Location: Lagos
Job Type: Full Time

Duties & Responsibilities

•  Interpret and implement CBN Consumer Protection Framework, FCCPC regulations, BOFIA provisions, and other applicable directives for proper management of customer’s complaints.
• Track, manage, and respond to regulatory complaints, queries, and sanctions relating to customer experience.
• Ensure timely submission of regulatory reports on complaints and resolution outcomes.
• Conduct periodic compliance reviews of complaint handling processes across all channels.
• Review high-risk, sensitive, or complex customer cases and approve final resolutions.
• Interface with relevant stakeholders - regulators, legal teams, compliance, risk, operations, and business units etc. on complaint resolution.
• Coordinate responses to regulator-initiated investigations or customer petitions.
• Analyze complaint trends to identify recurring issues and systemic failures.
• Recommend and drive corrective actions to prevent recurrence.
• Collaborate with product, operations, digital, and branch teams to improve service design.
• Develop and update complaint management and customer redress policies.
• Work in conjunction with other team lead to train frontline and back-office teams on regulatory complaint handling standards.
• Ensure internal complaints handling processes comply with legal requirements,  industry regulations, bank policies and professional codes.
• Periodically investigate and analyze complaints data to identify unfavorable trends and recommend improvements.
• Respond to customer complaints in a timely and effective manner, via phone, and email with a view to enhancing customer experience
• Provide insights and metrics to stakeholders on global/evolving complaints management trends
• Lead the design, management, and monitoring of complaint handling procedures in compliance with CBN guidelines.
• Analyze root causes of complaints to drive service recovery and prevent recurrence.
• Lead training programs that build staff capacity on customer rights, redress procedures, ethical selling, and regulatory compliance.

Requirements
Education:

• Minimum of Bachelor’s Degree in any discipline

Experience: 

• Minimum of 5 years relevant experience 
• Experience with customer complaint management or other strategic projects
• Experience with data analytics

Application Closing Date
16th January, 2026..