Job Vacancies at United Bank for Africa Plc (UBA)

Job Description

• We are currently sourcing for a Talented and experienced individual to drive customer experience as Head, Experience Design & Innovation.

Job Objective

• Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.

Roles & Responsibilities

• Provide oversight into the various CX improvement initiatives and provide guidance and prioritization through the platform of the governance structure.
• Provide oversight to ensure cross-functional teams work together and share responsibilities for improvement.
• Monitor progress of the initiatives towards meeting business objectives and desired outcomes based on agreed preventive and corrective actions to be taken.
• Provision of regular updates on Process Change.
• Guide team in effective client issues resolution and handle any escalations.
• Development and delivery of a comprehensive CX Improvement Programme, which could include customer service, infrastructure and process change.

Qualification and Experience

• First Degree in any discipline
• Minimum 7 years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.
• Digital savviness
• Experienced in Design Thinking and design
• Project management
• Lean Six Sigma qualification will be an added advantage.

Knowledge Required:

• Change management experience gained within a large / complex operational business environment.
• Product Knowledge and Experience.
• Deep understanding of Customer Experience and the emerging trends, strategies and capabilities across all channels.
• Ability to optimize or redesign process flows to meet project requirements.

Skills Required:

• Talent to communicate – both verbal and written – with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Good use of Microsoft Office Suite especially Excel and PowerPoint.
• Result and action-oriented
• Action driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
• Innovative thinking

Behavioral Expectations:

• High degree of professional ethics, integrity and responsibility
• Team leader with ability to work under pressure and ability to work with a wide variety of people and maintain excellent business relationship
• High sense of confidentiality and discreteness

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Job Objective

• To establish and maintain positive customer relationships towards the growth revenue for the bank.

Roles & Responsibilities

• Approach customers with the aim of winning new business
• Meet with existing customers to strengthen business relationships with a view to increase financial growth of the bank.
• Aggressively market the bank’s products to ensure favorable market response and optimum build-up of revenue.
• Follow up customers with dormant accounts, convince to resume dealings with the bank.
• Implement marketing strategies / programs laid out by the bank to boost profit.
• Listen to customer requirements and present appropriately to make a sale.
• Achieve set deposit targets / Contributions by acquiring business / investment deals from Private, Public, Individuals and Corporates.
• Prepare documentation on the creation of risk assets to increase business office profitability
• Sell / Cross-sell and Upsell the banks products.
• Market the brand.
• Perform other related duties as assigned by the Business Manager.

Minimum Educational Qualifications

• Candidates should possess a Bachelor's Degree

Previous Work Experience

• Must have at least 2 years work experience

Skills required:

• Ability to evaluate needs of customers, and determine what products or services would best serve those needs.
• Excellent Communication skills – oral and written.
• Must be Strong, Tenacious and Persuasive.
• Strong Selling / Marketing skills.
• Must be self-driven, and have a passion for Marketing.
• Good Relationship management skills.
• Confident and possess excellent Networking skills.

Knowledge required:

• Good Knowledge of the products and services of the bank.
• Basic knowledge of Finance, Accounting and Economics.

Candidate's Profile:

• Our ideal candidate must have experience executing marketing campaigns.
• He/she will be comfortable with day-to-day marketing activities, thriving with tight deadlines and changing needs.
• He/she must currently work in a commercial bank as a full-time relationship manager.