Job Opportunities at LEAD Enterprise Support Company Limited

Job Objective/Summary: 

• To ensure the availability of appropriate and effective information technology and systems that meet the operational requirements of the bank.
• Leading the application development team in designing, developing, and maintaining software applications that align with our business objectives and technological vision.
• Play a critical role in driving innovation, ensuring quality, and delivering value to our customers through the effective management of the application development lifecycle.

Duties and Responsibilities: 

• Work with the Head, IT Solutions in developing effective information systems strategy and plan for the bank.
• Works with stakeholders to define software requirements.
• Informs stakeholders of new and emerging technologies.
• Delegates and directs tasks.
• Decides appropriate architecture for system development and other technical solutions and makes relevant recommendations to stakeholders.
• Oversee the planning, execution, and delivery of all application development projects.
• Monitors the progress of current projects.
• Writes and implements clean and efficient codes.
• Ensures that projects are completed on time and within budget.
• Manages team members to ensure that the team’s objectives and goals are met.
• Trains new employees on the Unit’s SOP.
• Plans product releases.
• Conducts code review.
• Identifies training needs and works with the Head of IT to organize required training.
• Manages production deployment processes.
• Ensure that applications meet quality, security, and compliance standards.
• Implement robust testing processes, including unit testing, integration testing, and user acceptance testing.

Job Requirements: 

• A good University degree or HND in Computer, Electrical Engineering, or other applicable courses, plus relevant professional IT qualification.
• Minimum of 8 - 10 years of relevant experience.
• Computer literacy, including proficiency in all key Microsoft Office programmes.
• Knowledge of computer hardware functioning.
• Knowledge of programming languages.
• Managerial and leadership skills.
• Communication skills.
• Presentation skills. 

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Job Objective/Summary: 

To develop and implement effective relationship marketing and customer service strategy for the microfinance bank, which arises from a clear understanding of the market. 

Duties and Responsibilities: 

• Define and implement standards/procedures for ensuring optimal customer experience.
• Carry out Business espionage via survey bi-annually in collaboration with the Strategy Department.
• Coordinate CBN Consumer Protection activities to ensure all KPIs indicators are met.
• Design strategic and superior CX strategies to drive competitive advantage –market leadership, customer retention, loyalty, and value.
• Product development
• Supervise the activities of the customer experience team to ensure their interaction with customers reflects positively on the company.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Prepare and manage annual budgets to achieve set objectives and goals.
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Visit branches, union, and council meetings to identify or confirm client needs and obtain feedback on the level of satisfaction with existing products and services.
• Ensure issues of dissatisfaction in client service delivery are promptly identified and addressed
• Monitor client aspirations and issues and ensure that innovative products and excellent service delivery are in place to address them.
• Prepares monthly complaint reports to the CBN.
• Ensures the implementation of the bank’s Cooperate Social Initiatives.
• Ensure insurance claims processed are fully executed to the payment stage with proper documentation to the insurance Broker and prepare monthly reports to the Risk Management Committee.
• Collaborate with the Strategy and Business Development Unit to conduct Client Satisfaction Surveys.
• Brand ambassadorship, ensuring a proper brand interpretation and representation across the bank.
• Collate Client Experience Officers report weekly and monthly.
• Provide the Head of Corporate Communication & Branding with weekly, monthly, and quarterly reports.

General:

• Appraises subordinates promptly and objectively and follows up on action points resulting from the appraisal.
• Organize training programs for customer experience representatives to update their job knowledge and enhance their skills.
• Perform other duties and responsibilities as may be assigned by the Head, Cooperate Communications & Branding & the Managing Director.

Job Requirements: 

• A good bachelor's degree, preferably in a business-related discipline (MBA and/or other relevant postgraduate or professional qualifications will be an added advantage).
• Minimum of 7 years of relevant experience in banking operations and customer service.
• Computer knowledge and IT proficiency.
• Good knowledge of banking operations.
• Good managerial & leadership skills.
• Research and Marketing skills.  
• Analytical, problem-solving, and Negotiation skills.