We are recruiting to fill the position below:
Job Title: Head, Customer Interaction
Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center
Job Summary
- The Ideal candidate would in charge developing strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.
Job Description
- Collect and analyze information related to customer happiness and use collated information to develop and implement strategies or programs that would enhance all interactions across all customer touchpoints.
- Monitor and measure customer interactions and social media activities, as well as make recommendations that would place the Wema Brand foremost in the customer’s mind.
- Develop a process for proactive issue identification and resolution bank wide.
- Work closely with employees across all functions, developing customer communication and engagement standards to achieve outstanding results.
- Create a consistent and informative customer engagement process that speaks to an appropriate tone, engagement model and provides up-to-date information.
- Educate, enlighten, and expose customers to changes / new trends in the industry, to guide expectations and interactions.
- Develop strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.
- Create an omni-channel experience across all our service points/ digital channels.
- Create a framework for identifying pain points across all customer touchpoints and put in place processes that will enable the speedy resolution of complaints.
Job Experience
- 8-10 years proven working experience as a Head Customer Service/Customer Interaction Manager.
- Candidates from other Financial institutions would be most preferred.
- Working knowledge of CRM software.
- Ability to think strategically and to lead.
- Awareness of industry’s latest technology trends and applications.
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 31st December, 2021.
Job Title: Team Lead, Customer Experience
Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center
Job Summary
- The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.
Job Description
Scripting and Content Management:
- Develop and manage a platform message library.
- Review communication contents before release to customers.
Design of Customer Engagement Materials and Newsletter:
- Publishing Customer Success Stories.
- Endless Possibilities: Information on new CX initiatives or possibilities in the Industry.
- Information on new CX initiatives or service changes implemented in response to customer needs, suggestions, complaints, feedback, or request.)
- Deploy personalized campaign materials targeted at recovering and retaining customers as well as increasing customer’s repeat business.
Celebration of customer milestones, birthdays, and anniversaries:
- Collect, validate, and analyze customer data to identify customers with milestone birthdays and anniversaries with the bank.
- Design and send greeting cards via available channels (e-mail, in-App, etc) to mark customer’s special day.
- Procure gift items/rewards packages to celebrate a select base of priority / V.I.P customers.
Internal Engagements / Learning sessions:
- Spotlight (Case studies on real-life service situation, service failures or excellent service cases; halo moments/ failed service alerts; and experiences from peer banks/ organizations)
- Develop and manage a CX platform to analyze service cases with learning points and questions, concerns and feedback.
- CX Reels: Communicating expectations and what CX is all about using Youtube reels
- Creating the W.O.W. Experience series: CX Video Scripting and Production.
Minimum Qualifications
- B.Sc in any related field.
- Familiarity with CRM systems and practices
- Good communication and written skills
- 5-7 years’ experience as a Team Lead, Customer Experience Unit
- Preferably candidates from financial institution (mandatory)
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 3rd January, 2022.
Job Title: Customer Complaint Officer
Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center
Job Summary
- Ideal candidate would handle the day-to-day administration of new complaints received centrally (via post, email, head office, telephone calls or from external bodies such as solicitors, consultants, regulatory authorities, etc.) and ensure the timely response and resolution in line with the Bank’s SLA’s, Regulatory Requirements and Policies.
Job Description
Complaints Resolution and Service Recovery:
- Work with different functional business units to investigate and resolve escalated, complex or difficult complaints, disputes or cases; issuing timely letters to complainants whilst maintaining deadlines; assisting with the calculation and processing of refunds or compensation payments; requesting consent when required and gathering of all evidence required to review the case.
- Provide support for complaints being investigated/adjudicated by external bodies and make available all required information and documentation to facilitate the speedy investigation and resolution of issues.
- Ensure both internal and external customer complaints, concerns and other grievances are resolved amicably within the shortest possible time, while escalating breaches as required, and the final resolution of the complaint communicated to the customer.
- Where the Bank has not delivered on its service promise, conduct service recovery, and implement actions to win the customer back.
- Where resolution is pending with other financial institutions, engage the consumer protection teams of the respective organizations and/or escalate to the Consumer Protection Department of the Central Bank of Nigeria (CBN) for intervention.
Complaints Monitoring and Reporting:
- Ensure all complaints are kept up to date, by recording the details and statistics of complaints, reference numbers, status, timeframes for responses, and outcomes.
- Monitor and accurately record all complaints received, ensuring that investigation/response deadlines are adhered to; requesting regular updates together with a copy of the complaint response for file and case closure from relevant teams.
- Analyse complaint data to identify trends as well as continuous improvement actions with the aim of reducing incidence of complaints/issues and work with the business to implement these improvement actions.
- Effectively coordinate and track the end-to-end management and resolution of all complaints, disputes, and issues in compliance with the regulation.
Issue Management:
- Co-ordinate appropriate action, including preventive action, taken to address sources of complaints, adverse issues and trends identified and foster continuous improvement.
- Monitor and track interactions to proactively identify issues that may lead to potential losses or customer churn and take necessary actions in collaboration with the required stakeholders to resolve/eradicate the issues.
- Conduct root cause analysis of complaints to detect underlying issues and work with related business units to fix the identified problems while using findings to drive change.
Minimum Qualifications
- 2-3 years’ experience as a Customer Service Officer/ Customer Compliant Officer.
- Preferably candidates from Financial institutions (Mandatory).
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond.
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 10th January, 2022.
Job Title: Head, Legal Services
Location: Lagos
Job Type: Full-time
Specialization(s): Legal, Legal Services
Job Summary
- The Head of Legal is first and foremost tasked with leading and motivating all the Legal Officers both at the head office and the regional offices to ensure that the perform optimally.
- The person will also act as a mentor to all legal department personnel, encouraging their professional growth.
Job Description
- Legal Advisory Role: The Head of Legal along with the Legal Adviser manages legal risk within the enterprise by providing legal advice to the business and management.
- Collaboration Role: The role of the Head of Legal is also a collaborative one and in that capacity he works with departmental leadership and key stakeholders across the business in overseeing and ensuring legal compliance across the business, maintaining the business’s integrity both internally and externally (reputational risk)..
- Specific functions: The Head of Legal also performs similar duties as he deems fit for the proper execution of his duties and duties as delegated by the Company Secretary/Legal Adviser and management of the bank.
Supervise legal work of Legal Officers, paralegals, and outside counsel; consults on difficult or sensitive issues.
- Ensure compliance by the Bank with best Corporate Governance Practices including risk identification and mitigation.
- Draft, review, and approve policies and procedures, regulations, bylaws, and other legal documents.
- Reviews contracts, leases, and other legal documents; researches legal issues and recommends revisions as necessary.
- Ensure the Bank is legally protected in all its transactions, with customers and other third parties;
- Manage the Bank’s litigation portfolio to ensure that it is within set parameters by Managing disputes, claims, actions and potential disputes.
- Review, research, interpret, and prepares both written and oral opinions on a wide variety of legal issues.
- Provide efficient, effective legal support services and ensuring compliance by the Bank with laws governing its operations;
Minimum Qualifications
- B.Sc Degree in Law.
- 7-10 years proven experience as Head legal Services/Legal Advisor.
- Excellent knowledge and understanding of corporate law and procedures in the banking sector.
- High degree of professional ethics and integrity.
- Professional Certification/MSc is an added advantage.
- Preferably candidates from the banking sector.
How to Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 10th January, 2022.
Important Notes
- The above statements are intended to describe the general nature and level of scholarship to be performed by people assigned to this job.
- They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
- All personnel may be required to perform other responsibilities in addition to those specified from time to time, as needed.
- We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
- Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
- We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices
- Our people are all equally gifted in unique ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours, Are you ready to inspire us with your ideas?
- We encourage all applicants to apply and does not practice any discrimination in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the urgency of the position, we have the right to recruit a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for interview
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Job Opportunities at Wema Bank Plc
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