Team Lead Helpdesk and Stakeholder Management Specialist - , Lagos, Nigeria - First Bank

Description

JOB OBJECTIVES

• Engender a customer centric atmosphere where delighting the customer is our number one value proposition.
• Create awareness, impart knowledge, project RBO/LOU/Bank's image, shape attitudes, stimulate desire with respective to achieving the central cardinal objectives of FSS/RBO/LOU in line with the bank's governance and policies.
• Provide robust and organizational shared value driven leadership, coaching and mentoring that elicits the desired positive behavioural attributes from subordinates.

DUTIES & RESPONSIBILITIES

LEADERSHIP/STRATEGIC RESPONSIBILITIES

• Champion the formulation and implementation of strategies, plans and programs for the unit in alignment with the overall goals and objectives of RBO/LOU by interpreting and influencing both the external and internal environments and by creating positive relationships with the relevant stakeholders through the appropriate management of their expectations and agreed RBO/LOU objectives.
• Coordinate and oversee the timely dissemination of information and resolution of all issues
• Give direction to communication service representatives, monitor their interactions with customers to ensure quality control, adherence to service standards and make recommendations as necessary
• Ensure that service delivery is continuously improved to meet the needs of the customer as well as the Bank
• Regularly supervises team members, establishes performance standards, monitors performance on an ongoing basis and identifies staff training opportunities
• Championing the course of continuous knowledge update within the FSS/RBO/LOU and across all strategic torch points of FSS transaction/service influence within the bank for efficient and timely issues resolution across cross departmental functions
• Attends the bank's QPR sessions for performance milestone feedback and stakeholder's education on relative service gaps/challenges.
• Provide the overall leadership and direction for the Helpdesk, Stakeholder Engagement and Training Management staff

COMPLAINTS /ISSUE RESOLUTION FUNCTIONS

• Responsible for coordinating, tracking, and ensuring the timely resolutions of identified issues and customers' complaints across all units in the center
• Support the development, maintenance, improvement, execution, and appropriateness of the operative issue resolution processes.
• Effectively manage, coach, and develop a team of Issue resolution specialists.
• Liaises with all the relevant regulatory, service and operations touch points within and outside the department Compliance, Consumer Banking, Operational Risk, SBUs, BSC, CEVM, Internal Audit, etc. for issue resolution efficiently.
• Coordinate the process of building and managing the centralized repository/platform for tracking and monitoring all open issues.
• Review and assign timelines for issues resolution completion and effectively allocates resources to the activities.
• Create direction by writing procedures for tracking business processes for Compliance Testing and Process efficiency validation to ensure that a consistent issue resolution standard is adopted across the Centre.
• Coordinate the process of tracking, documenting, analyzing the frequency and trend of issues/complaints and service bottlenecks.
• Renders periodical management returns on analyzed issues/complaints with a view to getting management support for enduring solution.

COMMUNICATION

• Develop, evaluate, and implement FSS/RBO communication strategies that are in sync with the organisational strategic communication objectives.
• Collaborate with the M&CC team in the development, evaluation and implementation of a proactive communications strategy using appropriate media monitoring and evaluation techniques to create awareness and promote productivity.
• Conduct communication campaigns across the Strategic Business units SBUs and FSS/RBO branches on the constantly changing regulatory, policy process and product requirements.
• Oversee the process of solution and knowledge based timely communication to all FSS/RBO stakeholders.
• Coordinate the process of constant communication engagement with Branch leadership on service and process gap feedbacks for identification and implementation of improvement opportunities across the relative service/branch segments.
• Implements communication strategies to enhance perception of the centre and develop measurement tools to assure goals regarding perception strategies are met.
• Design and communicate product/service/process/knowledge-based MS Publisher flyers to educate and empower branches and SBUs on their relative processes/products that are handled at the centre and also giving access for real-time account status monitoring.
• Drive the necessary campaign for sign off and implementation of any service complaints driven reviewed policy and solution that affects the processes at RBO/LOU.
• Stakeholder Engagement and Training Management
• Responsible for building and maintaining relationships with key RBO/LOU stakeholders.
• Provides relational link between RBO/LOU and the entire relative stakeholders in the Bank.
• Ensuring stakeholders are truly managed as partners in the development and delivery of the centre's strategic goals.
• Anchor trainings for incoming staffs in LOU.
• Render helping hands remotely to branches on Account opening & Account maintenance common errors.
• Developing and implementing stakeholder engagement strategies including informing, consulting, and involving stakeholders where relevant and evaluating the effectiveness of these strategies.
• Advising management of issues and/or risks to stakeholder relationships as soon as they arise so risks can be managed effectively.
• Ensuring RBO/LOU management and staff understand the value of and are committed to the genuine participation of stakeholders in the delivery of all processes and services.
• Coordinate stakeholder contact through the implementation of contact management system using professional communications expertise including issues management, internal communications, and stakeholder relations.
• On a need basis, develop and implement RBO/LOU's stakeholder engagement applying requisite strategies depending on the complexity of issues being addressed.
• Develop and implement RBO/LOU's stakeholder engagement strategies based on the complexity of issues being addressed.
• Translate processes and policies change from Compliance, Products & Channels, e-Business, CRM departments to e-fliers for ease of understanding to the branches, SBUs and other relevant stakeholders.
• Liaise with the relative Heads of Units within the Bank to get process reviews implemented quickly.
• Managing the measurement of stakeholder satisfaction with the Scheme and developing and implementing strategies across the business to find solutions to the findings.
• Provide regular reports on stakeholder's achievement against plan/target.

Others

• Carry out other duties as assigned by the Head FSS/RBO/LOU