Agent Channel Customer/Network Insights Officer Recruitment at First Bank of Nigeria

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the vacant position below:

Job Position: Agent Channel Customer/Network Insights Officer
Ref No: 19000021
Job Location: Lagos
Schedule: Regular
Job Type: Full-time

Description

• Customer / Network Insights
• Product Performance Management

Duties & Responsibilities

• Analyze customer, channel, and competitor/market data for business reports to key stakeholders and executive management
• Provide weekly business and periodic strategic reports to key stakeholders and executive management
• Liaise with internal stakeholders and/ or external research agencies for source data on customer and channel behavior
• Assess changes in the competitive and regulatory landscape and articulate impact on the business strategy
• Develop and maintain standard operating procedure manuals for all activities related to Customer and Network Insights
• Investigate/ identify data necessary to achieve desired business outcomes and resolve data quality issues
• Create and maintain statistically robust models to facilitate the business insights and requirement definition
• Advise Agent Network Development Team of appropriate marketing actions based on the relevant information to ensure maximum benefit.
• Maintain good knowledge of relevant analytical and statistical techniques to aid work responsibilities

Expenditure Budget:

• Key financial/statistical measures of your organizational unit
• Number of staff:
• Staff costs: 

Costs that you control:

• Income that your team generates (if any): Transaction fees from billable transactions
• Fee Income: Transaction fees from billable transactions
• Net Interest Income: N/A
• Other Income: N/A

Key Performance Indicators:

• Agent Network Base
• Percentage of active Agents
• Transaction volumes (count), and Total net revenue (Group & Business Unit)
• Customer (Internal & External) Satisfaction Index

Job Requirements
Education:

• B Sc. in relevant discipline
• Additional Professional Certification is an added advantage

Experience:

• Minimum of 3 years cognate experience (Financial Services/Payments/Data Analysis/Business Modelling/Marketing)

Key Competency Requirements
Knowledge:

• Customer Relationship Management
• Relevant Regulatory Policies/ Guidelines
• Project Management
• Industry Knowledge - global trends of mobile payments and financial inclusion
• Product strategy, development and management
• People Management
• Product life cycle management
• Financial and planning strategy
• Problem solving
• Marketing
• Business modelling

Skill/Competencies:

• Business / Product Development
• Channel Management
• Client Industry Knowledge
• Data Gathering and Analysis
• Numerate / Analytical Skill
• Computing (MS Suites)
• Presentation/ Negotiation Skills
• Planning and organizing
• Communication Skill (Written and Spoken)
• Technical skill
• Stakeholder engagement/
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