workinafrica Head, Purple Connect Wema Bank
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Wema Bank
Industry:
Country: Nigeria
City: Lagos
  • 9Recommendations
  • 27Applications
  • Posted: 09 September 2015

Wema Bank offers a range of retail and SME banking, corporate banking, treasury, trade services and financial advisory to its ever-expanding clients.

Head, Purple Connect

Description

Job Description

  • Contribution to the development of new initiatives / retail products
  • Facilitate periodic staff training
  • Mentoring of CC staff
  • Representation of the CC on special projects / initiatives for the bank
  • Conduct periodic performance reviews and team meetings
  • Conduct interviews for new hires; initiation of the selection process
  • Monitor customer feedback – complaints, enquiries, suggestions etc; monitor service quality
  • Performance report to executive management
  • Production of CC documentation of roadmap, strategies etc
  • Provision of guidance on team effectiveness and efficiency to meet the CC objectives
  • Provision of technical expertise and lead on Contact Centre Technology
  • Constant liaison with key internal stakeholders and 3rd party vendors; influencing key groups within the bank; raising CC awareness within the bank
  • Execution of the ‘One Bank Strategy’ in the CC Operations
  • Advising executive management on the direction for provision of customer service as well as the applicable technology / applications to drive growth, effectiveness and efficiency
  • Continuous alignment with the banks’ vision
  • Perform other duties as assigned by the Divisional Head, General Services 

KPIs

As per performance appraisal 

Department/Division:

Brand and Service Quality Division

Apply

Requirements

Skills/Competence Requirements:

  • Excellent written and oral communication; listening skills
  • Excellent team player amongst peers and above; strong interpersonal skills
  • Ability to work under pressure and to deadlines
  • IT and computer literacy
  • Microsoft Office proficiency
  • Customer centric
  • Minimum BSc in a related discipline
  • Ability to exercise self-management skills
  • Ability to display business / commercial awareness
  • Stress tolerance
  • Analytical and problem solving skills
  • People motivator; change champion
  • Judgment and decision making skills
  • Planning and forecasting
  • Leadership skills
  • Contact Centre Technology competency and knowledge of industry best practices
  • Organisational skills
  • Presentation skills
  • Influencing and negotiating skills
  • Mentoring skills
  • Technical project management expertise
  • Innovative and Dynamic
  • Budgetary skills

Work Experience:

Minimum of 8 years work experience in a Customer Centric environment; implementation / deployment of either traditional / modern Contact Centre will be a big bonus

Minimum Education Qualification:

  • First Degree from any reputable University
  • Masters and Membership of professional qualification will be of added advantage 

 

 

Responsabilities

 

Job Locations Availability

  • pin
    Nigeria - Lagos

Required Skills

  • Marketing Strategy

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