Job Vacancies at Wema Bank Plc - 6 Positions in Nigeria

Lagos, Nigeria Posted 3 years ago Posted on Accounting / Audit / Finance, Customer Service, Human Resources / Recruitment, Legal / Law

Wema Bank Plc is recruiting to fill the following positions:

1.) Investigation Officer (Audit)
2.) Senior Talent Acquisition Partner
3.) Head, Customer Interaction
4.) Team Lead, Customer Experience
5.) Customer Complaint Officer
6.) Head, Legal Services

Wema Bank Plc - Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

See job details and how to apply below.

1.) Investigation Officer (Audit)

Location: Lagos
Job Type: Full-time
Specialization(s): Audit / Internal Control / Fraud Investigation

Job Summary

The Ideal Candidate would join the investigation unit of the bank to oversee timely completion of investigation on reported cases of fraud, malpractices, error, and irregularities.

Job Description

Timely completion of investigation on reported cases of fraud, malpractices, error and irregularities
Ensure quality presentation of Investigation Reports in terms of depth, presentation and recommendations.
Liaise with Police / Law enforcement agents on investigation and stand as witness in Court on investigated cases in the course of prosecution.
Preparation of Board / Management Reports.
Preparation of CBN and other Regulatory returns.
Carry out special reviews as directed by Head, Investigation & Special Review.
Pursue recovery of funds lost as a result of fraud, errors or irregularities.
Perform any other task as assigned by Head, Investigation & Special Review or the Chief Inspector.

Job Experience

B.Sc in any related field.
Ingenuity and persistence to obtain case information not readily available with an eye for detail.
4 - 5 years’ experience as an Investigation/Audit Officer
Preferably candidates from the financial institutions
Display good interviewing and interrogation skills along with the capability of drafting reports.
Proficient with the banking procedures, regulations and investigation methods.

Application Closing Date
17th January, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

2.) Senior Talent Acquisition Partner

Location: Lagos
Job Type: Full-time
Specialization(s): Human Resources

Job Summary

Man ages for careers branding, recruitment advertising, resourcing and centrally manage the screening and selection processes for the bank.
Execute a centre of excellence for talent development and recruitment.

Job Description

Collaborate with L&D to ensure utilisation of the assessment and development centre as part of the recruitment process
Ensures the recruitment strategy is in place and regularly reviewed.
Implements and maintains standardised approaches to assessment and selection.
Work with SBUs to develop brief/resourcing plan for identified vacant positions and follow up with business owners to determine the its effectiveness
Efficiently fill vacant positions and ensure alignment with approved manning levels
Plan and organise recruitment campaigns and set up talent database and recruitment channel system
Resourcing analytics - yield analysis, survival rate, human capital value add to recruitment process - merge with define metrics
Oversee the non-FTEs staffing process (recruitment, redeployment, discharge, database management)
Collaborate with L&D on developing the Bank’s talent pipeline to promote talent retention.
Co-ordinate initiation of confirmation process, tracking, monitoring and overall supervision of confirmation of appointment.
Manage and drive the resourcing governance process, review all job adverts to ensure audit readiness and they are in line with statutory requirements.
Monitor and track measurable facets of the recruiting and hiring process so that the processes are transparent and measurable.
Work with new hires to ensure a smooth transition to their new roles
Communicate with management regarding the successes and failures of the hiring and onboarding process
Carry out other duties that may be assigned by the Head of Talent Acquisition

Job Experience

Minimum of 6 years experience in core Talent Acquisition/recruitment
CIPM and/or S/PHRi (or related certifications) would be an added advantage
Experience in the IT industry, hiring developers, etc. would be an added advantage
Excellent written and oral communication skills, with the ability to present clear, well-structured reports and briefs.
The ability to build good relationships and partnerships with key influencers across the organisation.
The ability to make logical, well-balanced and reasoned decisions.
Able to proactively develop team dynamics and performance, ensuring quality standards are consistently achieved.
A commitment to people development and the organisational values and behaviours that underpins the culture and value of the Bank.
Excellent organisational skills
Ability to deliver projects to plan, and cost and quality.
Emotional resilience.
Excellent problem-solving skills.
Energy, enthusiasm and confidence.
A willingness to work flexibly and travel as and when required.

Application Closing Date
31st January, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

3.) Head, Customer Interaction

Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center

Job Summary

The Ideal candidate would in charge developing strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.

Job Description

Collect and analyze information related to customer happiness and use collated information to develop and implement strategies or programs that would enhance all interactions across all customer touchpoints.
Monitor and measure customer interactions and social media activities, as well as make recommendations that would place the Wema Brand foremost in the customer’s mind.
Develop strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.
Create an omni-channel experience across all our service points/ digital channels.
Create a framework for identifying pain points across all customer touchpoints and put in place processes that will enable the speedy resolution of complaints.
Develop a process for proactive issue identification and resolution bank wide.
Work closely with employees across all functions, developing customer communication and engagement standards to achieve outstanding results.
Create a consistent and informative customer engagement process that speaks to an appropriate tone, engagement model and provides up-to-date information.
Educate, enlighten, and expose customers to changes / new trends in the industry, to guide expectations and interactions.

Job Experience

8-10 years proven working experience as a Head Customer Service/Customer Interaction Manager.
Candidates from other Financial institutions would be most preferred.
Working knowledge of CRM software.
Ability to think strategically and to lead.
Awareness of industry’s latest technology trends and applications.

Application Closing Date
31st December, 2021.

How to Apply
Interested and qualified candidates should:
Click here to apply online

4.) Team Lead, Customer Experience

Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center

Job Summary

The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.

Job Description
Scripting and Content Management:

Develop and manage a platform message library.
Review communication contents before release to customers.

Design of Customer Engagement Materials and Newsletter:

Publishing Customer Success Stories.
Endless Possibilities: Information on new CX initiatives or possibilities in the Industry.
Information on new CX initiatives or service changes implemented in response to customer needs, suggestions, complaints, feedback, or request.)
Deploy personalized campaign materials targeted at recovering and retaining customers as well as increasing customer’s repeat business.

Celebration of customer milestones, birthdays, and anniversaries:

Collect, validate, and analyze customer data to identify customers with milestone birthdays and anniversaries with the bank.
Design and send greeting cards via available channels (e-mail, in-App, etc) to mark customer’s special day.
Procure gift items/rewards packages to celebrate a select base of priority / V.I.P customers.

Internal Engagements / Learning sessions:

Spotlight (Case studies on real-life service situation, service failures or excellent service cases; halo moments/ failed service alerts; and experiences from peer banks/ organizations)
Develop and manage a CX platform to analyze service cases with learning points and questions, concerns and feedback.
CX Reels: Communicating expectations and what CX is all about using Youtube reels
Creating the W.O.W. Experience series: CX Video Scripting and Production.

Minimum Qualifications

B.Sc in any related field.
5-7 years’ experience as a Team Lead, Customer Experience Unit
Preferably candidates from financial institution (mandatory)
Familiarity with CRM systems and practices
Good communication and written skills

Application Closing Date
3rd January, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

5.) Customer Complaint Officer

Location: Lagos
Job Type: Full-time
Specialization(s): Customer service/Call center

Job Summary

Ideal candidate would handle the day-to-day administration of new complaints received centrally (via post, email, head office, telephone calls or from external bodies such as solicitors, consultants, regulatory authorities, etc.) and ensure the timely response and resolution in line with the Bank’s SLA’s, Regulatory Requirements and Policies.

Job Description
Complaints Resolution and Service Recovery:

Work with different functional business units to investigate and resolve escalated, complex or difficult complaints, disputes or cases; issuing timely letters to complainants whilst maintaining deadlines; assisting with the calculation and processing of refunds or compensation payments; requesting consent when required and gathering of all evidence required to review the case.
Provide support for complaints being investigated/adjudicated by external bodies and make available all required information and documentation to facilitate the speedy investigation and resolution of issues.
Ensure both internal and external customer complaints, concerns and other grievances are resolved amicably within the shortest possible time, while escalating breaches as required, and the final resolution of the complaint communicated to the customer.
Where the Bank has not delivered on its service promise, conduct service recovery, and implement actions to win the customer back.
Where resolution is pending with other financial institutions, engage the consumer protection teams of the respective organizations and/or escalate to the Consumer Protection Department of the Central Bank of Nigeria (CBN) for intervention.

Complaints Monitoring and Reporting:

Ensure all complaints are kept up to date, by recording the details and statistics of complaints, reference numbers, status, timeframes for responses, and outcomes.
Monitor and accurately record all complaints received, ensuring that investigation/response deadlines are adhered to; requesting regular updates together with a copy of the complaint response for file and case closure from relevant teams.
Analyse complaint data to identify trends as well as continuous improvement actions with the aim of reducing incidence of complaints/issues and work with the business to implement these improvement actions.
Effectively coordinate and track the end-to-end management and resolution of all complaints, disputes, and issues in compliance with the regulation.

Issue Management:

Co-ordinate appropriate action, including preventive action, taken to address sources of complaints, adverse issues and trends identified and foster continuous improvement.
Conduct root cause analysis of complaints to detect underlying issues and work with related business units to fix the identified problems while using findings to drive change.
Monitor and track interactions to proactively identify issues that may lead to potential losses or customer churn and take necessary actions in collaboration with the required stakeholders to resolve/eradicate the issues.

Minimum Qualifications

2-3 years’ experience as a Customer Service Officer/ Customer Compliant Officer.
Preferably candidates from Financial institutions (Mandatory).
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond.

Application Closing Date
10th January, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

6.) Head, Legal Services

Location: Lagos
Job Type: Full-time
Specialization(s): Legal, Legal Services

Job Summary

The Head of Legal is first and foremost tasked with leading and motivating all the Legal Officers both at the head office and the regional offices to ensure that the perform optimally.
The person will also act as a mentor to all legal department personnel, encouraging their professional growth.

Job Description

Legal Advisory Role: The Head of Legal along with the Legal Adviser manages legal risk within the enterprise by providing legal advice to the business and management.
Collaboration Role: The role of the Head of Legal is also a collaborative one and in that capacity he works with departmental leadership and key stakeholders across the business in overseeing and ensuring legal compliance across the business, maintaining the business’s integrity both internally and externally (reputational risk)..
Specific functions: The Head of Legal also performs similar duties as he deems fit for the proper execution of his duties and duties as delegated by the Company Secretary/Legal Adviser and management of the bank.

Supervise legal work of Legal Officers, paralegals, and outside counsel; consults on difficult or sensitive issues.

Ensure compliance by the Bank with best Corporate Governance Practices including risk identification and mitigation.
Draft, review, and approve policies and procedures, regulations, bylaws, and other legal documents.
Reviews contracts, leases, and other legal documents; researches legal issues and recommends revisions as necessary.
Review, research, interpret, and prepares both written and oral opinions on a wide variety of legal issues.
Provide efficient, effective legal support services and ensuring compliance by the Bank with laws governing its operations;
Ensure the Bank is legally protected in all its transactions, with customers and other third parties;
Manage the Bank’s litigation portfolio to ensure that it is within set parameters by Managing disputes, claims, actions and potential disputes.

Minimum Qualifications

B.Sc Degree in Law.
7-10 years proven experience as Head legal Services/Legal Advisor.
Professional Certification/MSc is an added advantage.
Preferably candidates from the banking sector.
Excellent knowledge and understanding of corporate law and procedures in the banking sector.
High degree of professional ethics and integrity.

Application Closing Date
10th January, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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