Access Bank Plc
Access Bank Plc is a financial institution with presence in 9 countries in Africa and the United Kingdom and in all major cities in Nigeria. Also referred to as the Africa’s Bank of Best Practice, Access Bank operates on a platform of strong ethics, governance and professionalism.
We are recruiting to fill the following positions below:
1.) Contact Center – Quality Assurance Officer
Location: Lagos
Access Bank Plc is a financial institution with presence in 9 countries in Africa and the United Kingdom and in all major cities in Nigeria. Also referred to as the Africa’s Bank of Best Practice, Access Bank operates on a platform of strong ethics, governance and professionalism.
We are recruiting to fill the position below:
Job Title: Contact Center – Quality Assurance Officer
Location: Lagos
Job type: Full-time
Description
- To ensure customer service needs are met by monitoring all interactions in the Contact Center.
Functions & Responsibilities
- Coaching and mentoring of direct reports
- Carrying out performance appraisals at appropriate times.
- Oversee and assist in resolving escalated operational and customer service issues.
- Provide day-to-day supervision and guidance of direct reports
- Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
- Ensure all subordinates comply with documented rules, regulations & operational processes.
- Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
- Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
- Ensure Agents are rated based on given criteria.
- Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
- Monitor, measure and report on the quality of training delivery in the Contact Centre
- Identify and report on Training needs from the outcome of calls monitoring.
- Ensure a Training calendar is maintained and adhered to.
- Develop, and maintain Standard Operation Procedures.
- Ensure the following QA reports are timely and informative: Call Evaluation, CRM
- Adherence, Agent Attendance, follow up on VOC feedback.
- Liaise with Supervisors on their agents’ performance to ensure improvement.
- Quantitatively evaluates and recommends action plans based on all Contact Center reporting/analysis in order to enhance customer experience and drive operational efficiencies.
- Aid in determining staffing plan, based on call arrival patterns, forecasted phone/e-mail volumes, and agent skill staffing levels.
- Ensure proper training and on-boarding of new hires.
- Communicating new products/process development
- Prepare monthly team-based performance report to identify gaps and improvements.
- Assessing employees’ skills, performance, and productivity to identify areas of improvement (Training Need Identification).
- Regular communications on products and general information that can assist agent perform better on the job.
- Conducting monthly on the job assessment to identify knowledge gaps and bridge same where necessary.
- Identify and report on Training needs from the outcome of calls monitoring.
- Develop and deliver training on identified knowledge gaps.
- Develop individualized and group training programs that address specific business need.
Requirements
Professional Requirements:
- A good university First Degree in any discipline
- Minimum of 3 years in a bank and/or corporate solutions and/or payment institution.
- Experience in cards and electronic business will be an added advantage.
Skills / Competence Requirements Required
Knowledge, Skills & Abilities:
- Ability to balance department needs with scheduling requests, as well as conduct diplomatic discussions with representatives when unable to accommodate requests
- Ability to exercise independent judgment and assume responsibility while making necessary decisions.
- Ability to handle occasional challenges of quality assurance scoring with management.
- Demonstrated leadership and problem-solving skills.
- Excellent written, verbal and communication skills.
- Excellent organization skills.
- Excellent time management skills.
- Excellent interaction skills.
- Ability to learn and apply skills quickly.
- Ability to work with a diverse group of people and manage a team of Agents.
Generic Skills:
- Strategic Focus/ Orientation
- Integrity and Discretion
- Initiative/ Proactive
- Entrepreneurship
- Analytical skills / Problem solving
- Resilience, Tenacity and Integrity
- Interpersonal skills
- Communication (oral & written).
Supervisory Skills:
- Leadership
- Coaching /Leadership / Influencing
- Initiative/Entrepreneurship/ taking ownership
- Team building / conflict management
- Organization & coordination
- General managerial /administration.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
2.) CX Experience Design Officer – Projects
Location: Lagos
Job Title: CX Experience Design Officer – Projects
Location: Lagos
Job type: Full-time
Description
- Own assigned projects, create plan, documentation, approvals, and oversee implementation.
- Keep catalogue of all CX related projects.
Functions & Responsibilities
- Engage third parties/vendors and internal resources for the flawless execution of projects.
- Work with the Team Leads & Unit Heads in developing project scopes and objectives.
- Working with relevant stakeholders and ensuring technical feasibility (for owned projects).
- Work with supervisor to ensure resource availability and allocation.
- Develop a detailed project plan to track progress for owned projects.
- Use appropriate techniques to manage changes in project scope, schedule, and costs.
- Measure project impact using appropriate systems, tools, and techniques.
- Manage the relationship with the Project owners and all stakeholders.
- Maintain comprehensive project documentation for owned project.
- Work with the Project owner to build relevant dashboards to showcase outcomes.
Requirements
Qualification & Minimum Experience Requirement:
- Minimum academic qualification of Bachelor’s Degree in any discipline, and professional qualification will be an added advantage (PMP).
- Minimum of 3 years related experience; at least 1-year experience in a Bank/Financial Institution will be an added advantage.
Skills / Competence Requirements
Required Knowledge, Skills & Abilities:
- Excellent client-facing skills
- Internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills
- Attention to detail
- Multitasking skills
- Strong working knowledge of Microsoft Office
- Experience with project management software tools
- Presentation Skills
- Business Process Skills
- Business Analysis Skills.
Generic Skills:
- Initiative
- Analytical Skills / Problem solving
- Self-Management / Organizational skills
- Interpersonal Skills
- TQM.
Supervisory Skills:
- Leadership
- Coaching / Influencing
- Team building / conflict management
- Organization & coordination
- General managerial / administration.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
3.) CX Business Partner
Location: Lagos
Job Title: CX Business Partner
Location: Lagos
Job type: Full-time
Job Description
- Drive the overall customer experience strategy for the Retail business units of Access Bank Nigeria to create and deliver a seamless customer experience.
- Take full ownership and responsibility for driving the delivery of the customer experience across all touchpoints while ensuring the service culture is embedded in the Retail business unit to drive excellence in both development and delivery of customer journeys.
Functions & Responsibilities
Service Strategy:
- Communicate the overarching customer centric strategy to Retail business unit.
- Communicate service framework to Retail business unit to ensure common understanding of CX purpose, service standards and expected service behaviours.
- Ensure Core-CX governing practices is communicated to the Retail business unit and buy-in is secured.
- Work with the business unit to understand their strategy and articulate the CX sub-strategy with full roadmap.
- Drive the relationship with the BU CX partner to ensure a unifying strategy in managing CX expectations and outcomes.
- Develop full Customer Journeys and micro-journeys catalogue.
Service Culture:
- Enforce the CX KPIs to be measured and tracked weekly by Business Units
- Engage front line and back-office staff to ensure CX standards and behaviours are adhered to and reframe their mandates.
- Provide adequate training and coaching methodology.
- Provide Insights to the business units to compel systematic actions in CX improvement and product offerings adaptation/creation.
- Identify the critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform
- Collaborate with all disciplines to improve customer experience that will in turn deliver a positive P&L impact.
Brand Ambassador and Customer Advocate:
- Serve as the customer voice in all decisions related to products and services
- Own the customer journeys and carry out audits with customers to identify gaps and pain points and provide insights into potential business added value
- Drive the systematic problem identification and problem solving across the organization
- Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of CSAT
- Ensure 360 feedback loop is performed with real time tracking and solving
- Develop the customer communication plan on all critical touchpoints to increase transparency and reduce unnecessary friction due to lack of information
- Participate in CX committees as needed
- Communicate trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer.
Stakeholder Management:
- Drive cross functional engagement with the Retail Business Unit to identify key processes for improvement.
- Ensure stakeholder mapping for effective engagement for CX initiative delivery and tracking.
- Influence the stakeholder management across the Retail business unit to ensure CX is central to the team performance.
- Hold Retail Business Unit accountable for CX and ensure ownership of customer journeys
- Attend, coaching, and appraisal from Head CX partners for Nigeria
- Collaborate with the CX Lead for Nigeria to ensure the Retail Business Unit’s key critical customer journeys are followed to ensure CX Group cohesion
Requirements
Qualification & Minimum Experience Requirements:
- Minimum of a bachelor’s degree in Marketing, Business, Product Development, or similar discipline. Banking experience is a plus
- 5 years working in a client engagement or client services role with at least 2 years at a supervisory level
- Demonstrated skills for roadmap implementation.
- Accustomed to public speaking and engagement both internally and externally
- Demonstrated ability to multi-tasks.
- Significant experience in client facing role requiring stakeholder engagement.
- Demonstrate exceptional cross functional engagement and stakeholder management skills.
Skills / Competence Requirements
Required Knowledge, Skills & Abilities:
- Empathetic change enabler
- Ability to drive collaboration at all levels
- Solid Customer Orientation, Core understanding of LCM and customer needs
- Solid grasp of Insights as a CX driver
- Solid Experience in CRM practices
- Commitment to company values and vision
- Strategic thinking and foresight as well as functional understanding of journey mapping, profiling, segmentation, and analytics interpretation
- Data driven mindset with aptitude for tech
- Excellent time management and prioritization
- Ability to translate business objectives
- Ability to work with a diverse group of people
- Ability to influence at C-suite and below
- Strong consultation, facilitation, and negotiation communication skills
- Represent the company in external contexts
Generic Skills:
- Strategic Focus/ Orientation
- Integrity and Discretion
- Initiative/ Proactive
- Entrepreneurship
- Analytical skills / Problem solving
- Resilience, Tenacity, and Integrity
- Interpersonal skills
- Communication (oral & written)
- Strong attention to detail
- Result oriented with a Can-do attitude.
Management Skills:
- Manage by Objectives and Key Results
- Leadership
- Coaching
- Mentorship / Influencing
- Motivation
- General administration.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
To apply for this job email your details to topeyy@gmail.com