Customer Service Manager at United Bank for Africa Plc (UBA)



  2021-11-08
  Lagos

United Bank for Africa Plc (UBA) is one of Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Job Objective

  • Ensure quality customer service delivery through the provision of efficient and effective branch operation, while ensuring conformity with the bank’s laid down procedures and regulatory guidelines.

Roles & Responsibilities

  • Ensure effective/efficient implementation of bank-wide policies with respect to branch operations.
  • Supervise activities of operations staff to ensure timely and efficient service delivery to customers.
  • Ensure proper documentation for all transactions and authorize transactions within approval limits. Ensure ABH is run at EOD.
  • Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents.
  • Ensure that branch ATMs are functional at all times and faults timely escalated and resolved.
  • Ensure effective branch cash management – no cash outs, adherence to COP limits (obtain necessary approvals for excess), prompt evacuations etc.
  • Ensure that the unit has adequate allocation of resources to enable it meet stated objectives – liaise with HCM/Corporate Services/IT and supervisors as applicable.
  • Maintain strong control awareness in branch and ensure adequate departmental controls are in place for all products/processes. Ensure strict adherence with the Call over process.
  • Provide timely and accurate reports (institutional and regulatory) on Branch Operations in prescribed formats and intervals.
  • Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of bank branch assets.
  • Conduct/ensure branch training/meeting sessions in line with policy.

Candidate’s Profile

  • We are looking to hire talented and experienced individuals with 5 years’ banking operations experience in a commercial bank for our branch in Lagos state.
  • The ideal candidates must currently work in a commercial bank with minimum of 5 years’ relevant experience in banking operation.

Skills Required:

  • General Managerial/Administration.
  • Team building/Conflict Management.
  • Organization /Coordination skills.
  • Good Communication Skills (oral and written).
  • Good Interpersonal Skills.
  • Strong Personality / Firm & Assertive.
  • Capacity to manage and absorb pressure.
  • Entrepreneurship/Taking Ownership.
  • Supervisory skills.

Knowledge Required:

  • Good Knowledge and understanding of banking operations.
  • Good Products Knowledge.
  • Good understanding of Customer Services.

Deadline: 11th November, 2021.

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