Author Topic: Head Service Management - Service Champion Job at Top Talents Nigeria  (Read 172 times)


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Job Title: Head Service Management – Service Champion

Location: Lagos, Nigeria

Recruiter: Top Talents Nigeria

Job Purpose: To oversee service delivery and ensure continuous improvement in service within the Bank by formulating and facilitating the implementation of strategies to ensure operational excellence, superior service and value delivery within the bank.


•   Drive and oversee the articulation of the Bank’s service vision, value proposition and strategic objectives for service delivery bank wide.

•   Lead the formulation of detailed departmental plans to achieve the Bank’s service goals.

•   Contribute to the development of service strategies, policies, procedures and standards in line with best practice to improve service levels and rating within the bank.

•   Consult on, establish and review service standards and targets within the bank.

•   Drive a service driven culture in alignment with the Bank’s overall strategy.  

•   Monitor the internal service environment of the Bank including the culture and ensure adherence to the defined service standards.

•   Recommend solutions/ help solve problems that affect service efficiency/delivery.  

•   Initiate various service programs critical to achieving the banks service vision and strategy.

•   Monitor the implementation of service delivery initiatives/programs bank wide.

•   Identify critical interdependencies among various service initiatives and forge effective organizational linkage to ensure a concerted seamless implementation of the Bank’s overall service strategy.

•   Develop metrics and targets for service delivery and monitor performance and set targets to achieve continuous service improvement.

•   Produce reports on the bank’s service initiatives and performance and present to the bank’s leadership.

Key Result Areas Main Activities and Responsibilities:

•   FINANCIAL: – Company PBT Cost Savings/Containment  

•   CUSTOMER: – Net Promoter Score

•   PEOPLE: – Staff Turnover – Retention (Regrettable Loss), Staff Performance Management, Staff Training & Development.

•   PROCESS:  Increase in internal & external service rating, Improvement in process TATs across core service processes, Implementation rate of approved bank-wide service delivery initiatives/programs , Increased staff engagement/awareness as it relates to customer service excellence, Zero variance between planned activities and actual implemented  

•   RISK: Risk & Control Rating

COMPETENCIES: Professional, Leadership, Behavioral & Organisational Competencies.

Core: Customer Interface Analysis & Design, Business Acumen, Business Process Design & Re- engineering, Change Management, Benchmarking & Survey Administration, Communication, Planning & Organizing, Policy Formulation & Implementation, Quality Assurance, Service Level Management, Complaint Management, Creating a Service Reputation.

Non Core: Knowledge of Banking Operations, Investigation


•   A first degree. Possession of a post graduate qualification would provide an advantage

•   At least 12 years experience with 5-6 years in a senior management position within the Service Industry e.g. Hospitality (Airline, Hotel), Manufacturing, Automobile, Banking, Telecoms, etc.

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