Head, Customer Care Job at Polaris Bank Limited

Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services to the Nigerian public. The bank commenced services on the same day, having purchased the assets and assumed certain liabilities of the defunct Skye Bank.With a footprint of over 350 branches across the country, Polaris Bank prides itself in delivering exceptional customer experience, leveraging best in class/state of the art Information Communication Technology (ICT). By focusing on ICT solutions across multiple service delivery channels (mobile banking, ATMs, POS and online platforms) Polaris Bank maintains a pivotal role in the Nigerian banking industry, providing customers with simple, convenient and secured banking services.

We are recruiting to fill the position below:

Job Position: Head, Customer Care

Job Location: Lagos, Nigeria
Employment Type: Full-Time
Industry: Financial Services

Job Description
Key Result Areas:
Cash Management:

• Effect the reconciliation of the Bank’s cash position statement and physical cash in the vault.
• Anticipate cash levels and its impact on liquidity and propose alternative strategies to effectively manage it.
• Establish optimal cash levels and review branch cash holding limits based on defined criteria.
• Demonstrate comprehensive knowledge of the cash management processes and use this knowledge to ensure consistency of practice, control, and identification of efficiency opportunities.

Cash Transactions (Deposits & Withdrawals):

• Have extensive experience with cash transactions and be able to handle sophisticated transactions.
• Familiar with industry regulations and best practices, and be able to provide advanced customer service,
• Handle multiple transactions simultaneously and resolve complex issues.

Banking Operations Policies:

• Ensure that operations procedures of different retail banking transactions designed could be able to facilitate the daily operations running smoothly and all procedures are in compliance with regulatory requirements.
• Ensure that the models for evaluating the effectiveness of operational procedures are designed.
• Carry out review and evaluation on operational procedures and make necessary adjustments

Cheque Printing and Management:

• Understand how to print and manage cheques using standard software applications.
• Enter data, generate, and print cheques, and perform basic tasks such as canceling, replacing, or voiding cheques.

ATM Operations and Management:

• Basic understanding of how to operate and manage an ATM,
• knowledge of standard procedures for conducting transactions and basic maintenance tasks.

Transaction Processing:

• Monitor cashing of different kinds of cheques after verifying the amounts and checking the deposit slips
• Approve acceptance of deposit and withdrawal by cash or cheque or fund transfer within the bank or to other banks (e.g., remittance), in local or foreign currencies within an assigned limit after verifying information related to the transaction.
• Ensure that transactions comply to internal guidelines regarding anti-money laundering to detect any suspicious transactions and report to management promptly.

Customer Service Management:

• Handle more complex customer enquiries and issues.
• Manage conflicts and complaints.
• Provide additional information on products and services.
• Manage multiple customer’s needs simultaneously and maintain effective and efficient customer service standards.

Fixed Asset Maintenance and Reconciliation

• Understand the core concepts of Fixed Asset Maintenance and Reconciliation.
• Create and maintain simple asset records and perform basic reconciliations.
• Identify and locate fixed assets, record their acquisition cost and depreciation.
• Perform basic maintenance tasks such as cleaning and inspection.

Key Performance Indicators
Cash Management:

• 100% of accuracy in reconciliation of the Bank’s physical cash and cash position statement.
• Zero cases of low cash levels.
• Optimal cash levels.

Cash Transactions (Deposits & Withdrawals):

• Percentage of sophisticated cash transactions successfully handled based on their complexity level.
• 100% adherence to industry regulations and best practices related to cash transactions.
• Number of non-compliance issues identified during internal or external audits.
• 100% accuracy while handling multiple transactions simultaneously.

Banking Operations Policies:

• Percentage of operational procedures that are in compliance with relevant regulatory requirements.
• Number of non-compliance issues identified during internal or external audits.
• Rate of success of design and implementation of models for evaluating the effectiveness of operational procedures.
• Average time taken to complete different retail banking transactions.

Cheque Printing and Management:

• Accuracy of cheques printed.
• Zero cases of mistakes on cheques.

ATM Operations and Management:

• Percentage of transactions conducted without errors or discrepancies.
• 100% adherence to standard procedures for conducting transactions and basic maintenance tasks at the ATM.
• Percentage of scheduled basic maintenance tasks completed within the defined timeline.
• Number of complaints received related to ATM operations or maintenance issues.

Transaction Processing:

• 100% of cheques accurately verified for amounts and deposit slips checked.
• 100% of transactions approved correctly without errors or discrepancies.
• Number of suspicious transactions detected and promptly reported to management.
• Number or percentage of compliance-related findings or issues identified during internal or external audits.

Customer Service Management:

• Reduce average time taken to resolve complex customer issues and complaints by 50%
• Percentage of market research projects or studies completed within the defined timeline.
• Number of actionable insights derived from market research that inform business decisions and improve customer service.
• 100% accuracy of information provided to customers about Bank’s product and services.
• Average rating of 3 on a 5 point-scale customer satisfaction index.

Fixed Asset Maintenance and Reconciliation:

• 100% accuracy of asset records.
• 100% accuracy of identification and location of fixed assets
• Complete schedules maintenance tasks on time 100% of the time.
• Zero cases of fixed assets falling short of cleanliness and inspection standards.

Requirements

• Bachelor's Degree in Banking & Finance, Business Administration or any related field.
• At least 0-2 years of cognate experience.
• Additional academic qualification is an added advantage.
• Relevant professional qualification e.g., CCSP, CRM, NIM, ICSN, CIBN, etc. is an added advantage.