Head, Service Management in Lagos, Nigeria

at Stanbic IBTC Bank

Banking / Financial Services
Banking / Finance / Insurance
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female
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Job Description

Job ID: 17816

Job Purpose

  • To Support the achievement of digital channel objectives through effective service management that ensures consistent excellent customer experience, efficient processes and effective control against fraud and operational loss.
  • To efficiently support the PBB strategy in the attainment of financial and customer service objectives by providing functional support in the areas of customer solutions delivery and customer segments penetration, channel availability monitoring, access configuration and setup, customer, branch operations and sales team support on resolution of transactional and access enquiries and revenue assurance  across all digital channel platforms.

Key Responsibilities/Accountabilities
Deliver an excellent support and service experience across digital channels:

  • Achieve uptime and system availability/activity targets across all channels are met.
  • Achieve consistent service delivery within SLA by all Service Management teams.

Drive channels adoption strategy across branch sales:

  • Achieve designated channel penetration targets across respective branch zones
  • Achieve liability and income targets through channels sales and customer wallet share growth

Improve Efficiency & Effectiveness:

  • Prevent and Manage Fraud effectively
  • Effective Event , Incidence and Problem Management across channels
  • Channel optimisation, Performance Monitoring and Reporting
  • Compliance on all regulatory, security and governance standards
  • Effective and best practice Processes for all channels.
  • Effective OLA management with key stakeholders and SLA Management with Vendors.

Effective Project Implementation  and Delivery:

  • Successful implementation of assigned clients’ mandates to meet customers’ agreed requirements and timelines.
  • Compliance with all regulatory and group governance standards.
  • Post-implementation support  and benefit realization planning
  • Effective communication, reporting and monitoring.

Effective People Management and Leadership:

  • Ensure Personal Development Plan for every team member is planned and properly implemented.
  • Reduce staff attrition

Key performance measures:

  • Ensure queries/incidents are resolved within defined TATs
  • Excellent Customer Service Experience Management
  • Tracking and analyzing trend of issues and incidents to ensure the root causes of issues are being dealt.
  • Ensure efficient and accurate configuration and account set up for Customers, Branches and other users  within SLA
  • Channel uptime Monitoring, Reporting & Performance Management
  • Ensure team career development objectives are met.
  • Ensure satisfactory feedback from clients and relationship managers and other stakeholders
  • Ensure satisfactory control and audit positions
  • Ensure reports are sent to stakeholders within the stipulated time-frame
  • Adoption of industry standard Project Management methodologies to ensure effective resource utilisation and solution delivery.
  • Clearly documented client mandate, effective requirement gathering, analysis and implementation process.
  • Ensure Project Management Practice and Discipline in the team:
    • Continuous Stage & Project Tracking and Monitoring
    • Periodic reporting & Status update to all stakeholders
    • Conduct Post-Implementation project reviews.
    • Proper Go-Live and Early life Support planning and implementation.
    • Achievement of approved timelines for implementation projects.
    • Properly documented and approved targets for key pending implementation projects.
    • Regular engagement of all stakeholders towards achieving the targets for implementation projects.
    • Proactive escalation of material impediments posing a risk to attainment of defined of targets
    • Effectively engage, coordinate and lead team members.
    • Properly coordinated and implemented projects.
    • Regular and timely alternative channels monitoring reports

Internal and external relationships

  • IT
  • Account maintenance
  • Corporate Banking/TPS/PBB Sales Team
  • Branches
  • Domestic Payment & Card Operations
  • Risk management
  • Audit
  • Internal Control
  • Procurement
  • GRES
  • Channels Support and on-boarding
  • Product Management
  • Zonal Sales & Support
  • Implementation
  • Channel Monitoring
  • Customer Care Center


  • Vendors/Service providers:
    • Service vendors, Switch processors, Regulatory authority representatives
  • Customers:
  • Corporate & Personal bank customers

Preferred Qualification and Experience

  • Degree Holder from a recognised University.


  • 10 years banking operations and service management experience

Knowledge/Technical Skills/Expertise
Personal Competencies:

  • Very good verbal and written communication with diverse audiences
  • Ability to function at a strategic and tactical level
  • Ability to engage stakeholders across levels to achieve desired result.
  • Need to be delivery orientated - has a sense of urgency about solving problems and takes appropriate, timely decisions/actions to achieve desired outcomes.
  • Able to convey factual information clearly.
  • Ability to prioritise tasks, manage own time effectively
  • Assertive - must be able to put forward an idea or view despite opposition
  • Resilient - must be able to retain optimism despite setbacks.
  • Ability to motivate others to ensure optimal productivity and delivery on promise.
  • Creative and innovative approach to issues
  • Excellent leadership ability and people and team management skills. Ability to encourage, motivate and support teams to consistently delivery above standards
  • Use  of Initiative & Problem solving
  • Fostering Teamwork
  • Customer Orientation
  • Working under immense pressure
  • Relationship management



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