Job Recruitment at United Bank for Africa

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 positions below:

Job Position: Customer Experience Liaison Manager

Job Location: Nigeria

Job Objective(s)

• Drive the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office
• Identify Customer Experience innovations for ROA and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA’s and sanctions management and advocate for “Customer 1st” in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate changes
• Communicate key CX metrics and identify opportunities to improve the customer experience along various service touch points

Minimum Education Qualifications

• Bachelor's Degree in any field

Previous Work Experience Requirements:

• Minimum of five (5) years’ work experience
• Insight-orientated understanding of complex data trends and using these to inform CX improvement & innovation.

Skills required:

• Communication skills both verbal and written with technical and non-technical audiences alike
• Outstanding customer and people relationship skills
• Leadership skills
• Result and action-oriented
• TAction driven focused on making all Customer Team initiatives practical for the front-line and driving these to successful conclusions
• Innovative thinking

Knowledge:

• 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

Job Position: Estate Services & Subsidiaries for Corporate Services

Job Location: Nigeria

Job Objective(s)

• Will assist in monitoring of building projects, design reviews, coordination of tender process
• Engage with Subsidiary reps on a regular basis for updates on property searches
• Follow up on Subsidiary reps for weekly site reports, collation and submission to Head, ES & S
• Data collection and updating of Weekly Dashboard for ROA
• Preparation of design presentations for new subsidiary branches
• Report to Head, Estate Services & Subsidiaries

Minimum Education Qualifications

• Should be a building professional by training (i.e. architect, civil engineer, real estate etc.) Project management qualification is a bonus.
• Bilingual is an advantage

Job Position: Head, Experience Design & Innovation

Job Location: Nigeria

Job Objective(s)

• 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.
• 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.

Minimum Education Qualifications

• Bachelor's Degree in any discipline

Previous Work Experience Requirements:

• Minimum of seven (7) years’ work experience
• Insight orientated understanding of complex data trends and using these to inform CX improvement & innovation.

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.

Job Position: Motion Graphic Designer (Audio - Visual)

Job Location: Nigeria

Job Objective(s)

• Design and create appealing graphic design and motion graphics for the bank’s products and services
• Prepare design plan, concept and layout for motion graphic projects
• Create and deliver motion graphics for various platforms
• Provide audio, video, colors and animation for graphic design
• Edit raw video footage and add effects/elements to enhance motion graphics
• Develop concepts, graphics and layouts for product illustrations and banners
• Work with writers and product segment managers to determine creative direction for projects
• Illustrate concept by designing layout of art and copy regarding arrangement, size, type size and style, and related aesthetic concepts
• Collaborate with scripter/writers and the product marketing managers to understand needs, review scripts, design storyboards, and create and edit animations
• Use software and other techniques to produce animations
• Apply creative techniques in designing graphics for postproduction

Minimum Education Qualifications

• Bachelor’s Degree in any relevant field of study

Previous Work Experience Requirements:

• Minimum of 3 - 5 years’ relevant work experience

Skills required:

• Good Analytical and Presentation Skills
• Cross Functional & Technical Skills
• Good command use of Microsoft Office Applications
• Excellent presentation Skills
• Good command of English language
• Effective communication
• Social media marketing
• Content creation
• Online Reputation Management Public relations

Knowledge:

• Adequate knowledge of social media platforms
• Good Writing Skills
• Good in teamwork in order to achieve organizational goals
• Campaign planning & Executions
• Communication strategy and plan execution
• Digital event planning and execution
• Good relationship with digital media influencers

Job Position: Executive Assistant to the Chief Information Security Officer

Job Location: Nigeria

Job Objective(s)

• Provide technical business support to the Chief Information Security Officer to facilitate effective coordination of the Information Security Group to drive actualization of set goals in Nigeria and Rest of Africa
• Conduct research, provide business intelligence and market analysis that aids Chief Information Security Officer’s decision making
• Collaborate with other stakeholders in Nigeria and Rest of Africa to provide oversight and lead the execution of strategic initiatives, projects, tasks and deliverables from the office of the Chief Information Security Officer
• Attend to inquiries directed to the Chief Information Security Officer, to determine the proper course of action and delegate to the appropriate individual or unit to manage
• Manage the Chief Information Security Officer’s calendar, appointments and daily itinerary

Minimum Education Qualifications

• Bachelor's Degree in any discipline

Previous Work Experience Requirements:

• Minimum of 2 years’ relevant work experience with at least one (1) year spent in any banking function.

Skills required:

• Excellent Project Management and Organizational skills
• Bi-lingual, French preferably
• Good use of the Microsoft Office suite (including Projects, Excel, PowerPoint) and Power BI
• Outstanding customer and people relationship skills
• Strategic agility, diplomacy, conflict management, team building, and negotiation skills
• Research, Data Gathering and Analytics
• Social Media and Tech Savvy
• Result and action-oriented

Knowledge:

• A sound understanding of customer relationship management
• Correspondence Management
• Business analysis and budget management
• Good communication, interpersonal and negotiation skills
• The structure of the bank, its policies, and procedures
• Basic understanding of the Information Security space and desirous to build a career in Information Security