The Bridge Business Solutions Limited - Our client in the banking industry is recruiting to fill the position below:
Job Title: Head of Operations
Location: Any City, Nigeria
Employment Type: Full-time
Job Overview
Are you interested in joining a leading bank that rewards performance and empowers employees? Our client in the banking industry is looking for result driven and passionate bankers interested in joining the Retail Operations team.
Job Responsibilities
- Ensure strict adherence to all service standards and Service Level Agreements (SLAs) based on the Bank’s customer segmentation model and ensure customized and fast tracked service to Premium and Priority customers.
- Migrate customers to alternate channels, ensure the optimization and functionality of these channels (e-branches, self service channels, etc.) and liaise with respective units to ensure limited downtime.
- Ensure resource prioritization at the branch in line with the Bank’s service delivery and customer segmentation model.
- Proactively monitor transaction activity, maintain accurate and segmented customer files while ensuring zero tolerance for inactive/dormant accounts and account closure.
- Deepen existing and prospective relationships and perform sales of the Bank’s Personal and Business Banking products through cross/ up selling activities.
- Provide banking services and handle in-branch transactions and service needs of Premium customers in line with defined service standards and SLAs.
- Liaise with relevant back-office units for the processing and fulfilment of all customers’ transactions.
- Proactively communicate key developments within the Bank to customers assigned to the branch.
- Proactively seek customer feedback and identify service improvement areas and opportunities.
- Perform random batch checking of transactions and ensure prompt resolution of exceptions and GL reconciliations.
- Supervise activities of Retail Operations staff, monitor and supervise vault management activities within the branch, customer service activities and administer trainings (on-the-job, etc.) to ensure efficient service delivery to customers.
- Ensure the efficient administration of the branch resources and infrastructure.
- Authorize and approve transactions in line with the Bank’s approval limits.
- Ensure same day resolution of service issues and escalate as required.
- Recommend changes to policies, processes and procedures to enhance service delivery at branches.
- Ensure branch returns are rendered to Head Office on a timely basis.
- Prepare relevant management information reports.
- Ensure strict compliance with internal policies, procedures and controls.
- Ensure compliance with all regulations and statutory requirements
- Perform other duties as assigned by Sub-Zonal Head, Retail Operations
Professional Requirements
Qualifications:
- First degree in any discipline.
- Relevant MBA or master’s degree in banking, finance or accounting will be an added advantage.
- Relevant professional qualification will be an added advantage (CIBN, ACCA, ICAN)
Experience:
- Minimum of 3- 5 years experience in a bank / financial institution with experience in banking operations
Skill Requirements:
- Demonstrated knowledge and understanding of banking operations (domestic and international).
- Excellent administrative skills.
- Excellent people management skills.
- Excellent customer service and relationship management skills.
- Excellent negotiation skills.
- Excellent oral & written communication.
- Demonstrated proficiency in documentation and transaction processing skills.
- Understanding of retail strategy, customer segmentation and service delivery requirements
Skills:
- Enterpreneurship
- Analytical Skills
- Problem Solving
- Innovation
- Team Building
- Interpersonal Skills
- Conflict Management
- Coaching
- Leadership
- Organization & Cordination Skills
Application Closing Date
4th April, 2024.
https://www.hotnigerianjobs.com/hotjobs/609120/head-of-operations-at-the-bridge-business-solution.html