TEAM LEAD, CONTACT CENTRE AT STANBIC IBTC PENSION MANAGERS - STANBIC IBTC BANK | TEAM LEAD, CONTACT CENTER JOBS IN LAGOS

About Company:

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Job Description:

We are seeking a high-energy, solution-oriented Team Lead to spearhead our Contact Center operations. In the pension industry, your team is the voice of the organization—providing critical clarity to clients regarding their Retirement Savings Accounts (RSA) and future financial security.

Your mission is to lead a dynamic team in delivering "First-Class" service across multiple communication channels. You will be responsible for the day-to-day tactical operations, ensuring your team provides accurate fund management information while navigating complex regulatory guidelines. If you are a fluent speaker of Hausa and Igbo with a deep understanding of financial services and a passion for customer loyalty, we invite you to lead our service delivery evolution.

Requirements:

1. Operational Leadership & Service Excellence

• Daily Performance Management: Oversee the day-to-day operations of the contact center, ensuring all internal and external queries are resolved with speed and precision.

• Multilingual Stewardship: Leverage fluency in Hausa and Igbo to ensure inclusive service delivery and effective communication across diverse client demographics.

• Process Innovation: Continuously analyze current workflows to identify bottlenecks and implement "world-class" improvements that drive customer retention.

2. Technical Knowledge & Compliance

• Fund Management Expertise: Act as the subject matter expert on Retirement Savings Accounts (RSA) and general fund management dynamics for the team.

• Regulatory Rigor: Ensure all team responses and activities are strictly aligned with the Pension Reform Act (PRA) and industry-specific guidelines.

• Accuracy Assurance: Audit team interactions to ensure customers receive 100% accurate financial information and policy updates.

3. Team Development & Solution Coaching

• Mentorship: Support and develop a solution-oriented team culture through regular training on financial management and "Excellent Customer Service" protocols.

• Performance Analytics: Utilize MS Office and CRM tools to track team KPIs, providing data-driven feedback to improve individual and collective output.

• Escalation Management: Serve as the final point of contact for complex inquiries, utilizing strong numerical and analytical skills to resolve high-stakes client concerns.

Qualifications and Skills:

Professional Profile

• Education: Minimum of a First Degree in a relevant field.

• Linguistic Mastery: Must be fluent in Hausa and Igbo (spoken and written).

• Industry IQ: Thorough understanding of the Pension Reform Act and fund management dynamics.

Core Competencies

• Leadership: Proven experience leading teams in a high-pressure, first-class service environment.

• Technical Proficiency: Excellent use of MS Office and modern Contact Center/CRM tools.

• Communication: Exceptional verbal and written skills with the ability to translate complex financial policies into simple, actionable advice.

• Analytical IQ: Strong numerical skills for RSA-related calculations and trend analysis.

Salary

Application Closing Date: Not specified

Application Instructions:

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