Ongoing Recruitment at Ecobank Transnational Incorporated (ETI)

Ecobank Transnational Incorporated (ETI), a public limited liability company, was established as a bank holding company in 1985 under a private sector initiative spearheaded by the Federation of West African Chambers of Commerce and Industry with the support of the Economic Community of West African States (ECOWAS).

We are recruiting to fill the following positions below:

1.) Cards, Ebanking & Allied Systems Control Officer

Job Identification: 242
Job Location: Victoria Island, Lagos
Job Schedule: Full time

Job Purpose

• To ensure customer’s cards are produced and delivered within the agreed SLA ·
• To ensure that customer cards requests are processed, produced and delivered to the requesting branches in a timely manner ·
• To provide efficient support services to internal and external customers which include Branches, product units, contact center and customers
• To ensure an error free transaction processing

Key Responsibilities

• Ensure cards are received from perso bureau within the agreed SLA
• Check correctness & quality of cards received against the list of cards sent for personalization
• Filing of documents; delivery note from perso bureau, dispatch memo
• To ensure that cards sent for personalization are received from the perso bureau in a timely manner
• Prepare memo/schedule, cross check, batch and package CARDS for onward delivery to the branch
• Dispatch Lagos cards to the mail room & upcountry via DHL (Wednesday & Friday) within cutoff time for onward delivery to the branches same day
• Electronic card dispatch on the card module
• To ensure that cards are properly cross checked, batched, registered and dispatched to requesting branches within the agreed SLA.
• Dispatch CARDs electronically via the card module

Application Closing Date: 7th April, 2023.

Click here to apply online

2.) Team Lead, Contact Center Operations

Job Identification: 239
Job Location: Victoria Island, Lagos
Job Schedule: Full time

Job Description

• To ensure effectiveness of the AI Platform (Rafiki) through training and retraining of the bot, reduce incidence of handover to agents and make it competitive against top conversational bots around the globe.
• To effectively manage customer interactions on the Bank’s social media platforms in line with global standards.

Key Responsibilities

• Ensure all social media and Chat- Bot (Rafiki) interactions are handled within set SLAs.
• Work with technology (Software Centre) to come up with strategies to improve efficiency and productivity of the bot (Rafiki).
• Ensure information in the chatbot is up to date for all Anglophone affiliates.
• Monitor Handover portal and ensure reports are accurate.
• Monitor all performance related dashboards for chatbot and ensure they are up to date and accurate
• Monitor Rafiki precision rate performance, identify derailments with Rafiki and Agents and ensure appropriate retraining and model adjustment to meet set Rafiki KPIs/targets.
• Develop daily, weekly, and monthly Digital Channel reports and advise the RCC leadership on emerging trends for decision making.
• Analysing data and information to provide advice on the necessary improvements that should be implemented on the AI (Rafiki).
• Manage the Voice of Customer Surveys and Feedback that emanate through the Digital Channels.
• Manage the productivity and service delivery of all Digital Channel consultants. Monitoring the bank's brand on social media using brand listening tools.
• Supervise all aspects of social media interaction between customers and the bank and ensure a positive NPS score within target.
• Oversee day-to-day management of digital campaigns and ensure brand consistency. Work with the Marketing team to improve Social Media channels.
• Analysing data to determine whether social media campaigns have achieved their objectives.
• Coach and develop agents on the management of the Bank’s digital channels.

Experience & Qualifications

• Minimum of second class lower in First Degree (MBA, MSC, MA, ML and/or Professional Qualifications is an added advantage)
• At least 6 years Contact Centre experience out of which at least 3 years must be in management of digital channels. Skills, Capabilities & Personal attributes Exceptional multi-tasking skills.
• Strong problem-solving skills.
• Coaching and people management. Knowledge
• High level working knowledge of Contact Centre systems, operations, procedure, and policies.
• Understanding of Banking services/products is an added advantage.
• Knowledge of Social Media management tools like Meltwater, Hootsuite etc.
• Able to explain complex social media data in an understandable way. Personalities and attributes
• Microsoft Office Proficiency.
• Excellent verbal and written communication skills.
• Interpersonal skills, able to communicate with a wide range of people.
• Leadership / influencing, organization and coordination skills.
• Tenacity
• Customer centricity
• High quality orientation

Application Closing Date: 3rd April, 2023 

Click here to apply online

3.) Relationship Manager (Commercial Bank)

Job Identification: 234
Job Location: Victoria Island, Lagos
Job Schedule: Full time

Job Requirement

• Candidates should possess relevant qualifications.

Application Closing Date: 30th March, 2023

Click here to apply online

4.) Branch Manager

Job Identification: 233
Job Location: Victoria Island, Lagos
Job Schedule: Full time
Reports to: Regional Head
Direct Reports: Relationship Managers & CSM(Dotted line)

Job Objective

• The Branch Manager is responsible for the profitability of the branch’s CMB business and the satisfaction of all customers.
• The BM is responsible for the branch ambience, service delivery and operations. He/she must be committed to ensuring that processes, procedures, and standards that have been defined by the Bank are adhered to by all branch staff.

Key Responsibilities
Business and Financial Performance:

• Delivery of the branch’s CMB budget numbers
• Identify business growth opportunities in the local market and develop appropriate strategies for capturing such to grow our market share.
• Ensure that all incomes are properly recognized.
• Grow the deposit base of the branch with specific focus on growing low-cost deposits, collections, value-chain business, and channels.
• Achieve cost-income ratio targets of the branch and business.
• Ensure that credit approval memoranda (CAM) meet the Banks’ credit policy guidelines and loan accounts are operated within ‘credit approval’ limits and terms.
• Work jointly and proactively with all internal stakeholders (businesses, Operations, Technology, and product partners) to increase Ecobank’s wallet share within the respective markets.
• Review Account Plans for all RMs (CMB) attached to the branch with a view to enhancing customer wallet share, business volumes and earnings.
• Achieve targetedCMB product crosssell ratios and increase customer adoption of Ecobank’s products, platforms, and services.
• Ensure that various CMB business segments in the branch maintain a CABAL that is commensurate with overall budget projections.
• Conduct regular business performance and profitability reviews.
• Ensure all Non-Performing Loan (NPL) & Past Due Obligation (PDO) ratios are kept within budgeted limits and targeted for recovery.
• Attain sales goals, performance targets and customer satisfaction levels through the effective management of resources.

Client Centricity:

• Sustain/drive increased digital channel utilization with a specific focus on Omni lite, NQR and POS.
• Ensure high customer satisfaction as measured and monitored through customer feedback surveys and Net Promoter Scores (NPS).
• Constantly review strategies to ensure excellent and comprehensive customer service delivery, quality standards and branch ambience are constantly upheld in the branch.
• Identification and marketing of prospects within the target market.
• Responsible for exceeding customers’ expectation across the segments.
• Establish and sustain a customer-centric business culture in the branch, leveraging on people and technology to ensure service quality and excellence in the delivery of our products and services.
• Efficiently and effectively liaise with internal departments/Units – CIB, Trade, Risk, EBS, etc. including other Branches and departments to promote and drive business volumes and profitability at the branch.

Leadership and People Management:

• Motivate and lead team to achieve consistent profitability through a clear process for setting targets, performance management & monitoring of all set targets.
• Conduct regular people performance and productivity reviews.
• Create and sustain a fit-for-purpose succession plan and build a healthy talent pipeline.
• Encourage and foster a congenial working environment to enable your team achieve excellence through teamwork and operational efficiency.
• Ensure an agile and efficient workforce with right skills to meet set strategic objectives.

Process, Control and Operational Performance:

• Promote high ethical and integrity standards and ensure the Ecobank RACE-ITValues are sustained and evident at the branch.
• Ensure there is a strong internal control system in place and monitor its adequacy and effectiveness.
• Achieve satisfactory audit rating and fully comply with KYC/AML and regulatory guidelines.
• Achieve and sustain effective balance sheet management.
• Make recommendations to management to improve operations process to improve customer satisfaction.

Strategic Initiatives:

• Drive/Champion & sustain the ongoing Ecobank Nigeria digitalization agenda.
• Lead strategic initiatives as defined by the bank.

Job Profile / Requirements
Experience & Qualifications:

• Minimum of 2nd class lower in First Degree (MBA, MSC, MA, ML and/or Professional Qualifications willbe an added advantage).
• A minimum of 6 years relevant banking experience, with proven track record of excellent results in marketing/sales, credit and leadership.
• Good knowledge of the Nigerian business environment, the Nigerian banking industry and its direction, trends and regulations.
• Excellent knowledge of banking operations, technology, products & customer segmentation.

Skills:

• Commercial acumen.
• Excellent interpersonal skills.
• Excellent team management and coordinating skills.
• Leadership and people development skills.
• Quick thinking and excellent problem-solving capabilities.
• Strong credit appraisal skills.
• Good negotiation and selling skills.

Personal Attributes:

• Ability to pay attention to details.

Application Closing Date: 30th March, 2023 

Click here to apply online