Head, Help Desk – Transaction Banking at First Bank of Nigeria Limited

First Bank of Nigeria Limited is one of Nigeria’s financial services institutions with over 10 million customer accounts and more than 750 branches. The bank provides retail and corporate financial services and operates international subsidiaries in the United Kingdom, Democratic Republic of Congo, Ghana, Gambia, Guinea, Sierra Leone, and Senegal. It also maintains representative offices in Johannesburg, Beijing, and Abu Dhabi.

The bank is recruiting for the position of Head, Help Desk - Transaction Banking. The role involves supervising the Transaction Banking Help Desk Team and coordinating responses to transaction banking enquiries while ensuring effective service delivery.

• Supervise Transaction Banking Help Desk operations and provide direction to the team
• Develop strategies to improve service delivery for internal and external customers
• Coordinate responses to enquiries relating to transaction banking including Relationship Managers, customers, and Transaction Banking Sales Team
• Ensure all Help Desk calls are properly logged with incident details, resolutions, and timelines
• Escalate issues to relevant departments and follow through until resolution
• Coordinate procurement of tools required for effective customer service operations
• Prepare activity reports for the Group Head, Transaction Banking, including incident types and frequency
• Train staff to develop required competencies and skill sets
• Maintain the security of entrusted information and comply with the bank’s Information Security policies

Education

• BSc
• MBA or advanced degree in IT, Business Administration, or related fields is an added advantage

Experience

• Minimum of 3 years experience in a customer service role

Interested and qualified candidates should apply online through the official application portal via the apply button below.