Workforce Management Centre Limited is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organisational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders. At Workforce, we are committed to helping our clients perform at the highest levels and achieve their desired success. We pride ourselves in our ability to consistently adopt structured, rigorous and well thought through diagnostics process focused at understanding the peculiar needs of our clients and then design, develop and deploy customised innovative solutions and interventions to meet those needs. Our service offerings are targeted at both private and public sector organisations in Nigeria, the West African Sub-region, and other organisations across the world seeking value adding solutions to the issues and challenges militating against employee performance and organisational effectiveness. Currently, our client portfolio comprises of 75% of financial institutions in Nigeria, Top 10 FMCG companies in Nigeria Top 5 Telecommunication Service providers in Nigeria. Leading Oil & Gas Companies Leading Advertising & Marketing Communications Companies Leading Real Estate Firms Leading Services and Trading Companies
Mission/Core Purpose of the Job
The Head of Bank Operations is responsible for customer relationship. The role is responsible to define customer relationship strategy, design processes, facilitate support for internal and external fintech customer, Agents & Merchants and ensure adherence to SLAs, define tools needed for Back-office staff to achieve the objectives.
Key Deliverables
The Head of Bank Operations is accountable to achieve the following objectives
Manage back-office resources
Define customer relationship strategy
Ensure effective implementation of the functional strategy
Execute complaints and efficient onboarding operations
Monitor SLAs, process adherence and take necessary corrective actions
Control execution of shared services contract for call center and social media team
Deploy first level of control via fraud desk
Strategy Implementation
Define and organize the execution of the strategy for customer relationship excellence
Contribute to strategy definition of the organization
Align tool and processes with the changing dynamics of the internal and external ecosystem
Implement best practice for fraud desk and align with internal control and audit
Staff Leadership and Management
Governance
Strategic meetings
Escalations
Define and execute projects to achieve objectives of function
Performance
Reporting
Operational Delivery
Strategy & Analytics, Budgeting, data and Reporting
Training and Agents, customer, Merchants Support Operations
Call center operations
Fraud, Quality and Processes
Back-office operations
Managerial/ Supervisory responsibilities
Accountable for morale, performance and development of the function’s human capital
Cascade and socialize wok structure processes to enable adoption by the team
Coach and monitor direct reports
Ensure assigned team is led, motivated, and rewarded to achieve KPAs
Ensure effective management of diversity among personnel in the function
Identify staff training and development needs and implement necessary actions, in collaboration with HR
Competencies
Functional Knowledge
Knowledge of fintech, payment, e-commerce, banking, microfinance ecosystem
Back office and customer complaints management processes management
SLA and query handling
Incident & complaints management
Customer relationship management
Stakeholder relations management
Project planning, organizing and delivery
Fraud management
Skills
Relationship Management
Analytical thinking
process mapping
Continuous improvement
Data interpretation
Delivery focused
Presentation
Relationship building
Education
Degree/Diploma in any related discipline or its equivalent in area of specialization
Post graduate diploma or certificate in process management is advantageous
Experience
Minimum of 10 years in relevant experience in a similar position with at least 3 years in a managerial role
Experience in fintech, banking or financial services is preferred
Experience working in a global/multinational enterprise with a good understanding emerging market
