Head, Client Relations Unit

Posted 2 weeks ago

Job Location: Benin City, Edo State. Job Summary: Take ownership of LAPO’s relationship with current and prospective clients, develop/review existing SOPs to ensure better-managed relationship with LAPO’s customers

JOB SUMMARY:

  • Take ownership of LAPO’s relationship with current and prospective clients.
  • Develop/review existing SOPs to ensure better-managed relationship with LAPO’s customers
  • Supervise operations of the clients’ relations unit 
  • Evaluate the level of customer satisfaction through the conduct of surveys and initiate corrective measures to address issues observed

JOB DESCRIPTION

  • Responsible for the overall handling of clients’ complaints and needs and ensure clients service-related matters are promptly resolved
  • Ensure the provision of information to clients on the company’s products and services, as well as ensuring timely and exceptional service delivery across branches in order to delight clients’
  • Ensure effective/efficient implementation of policies with respect to branch clients’ services
  • Ensure adherence of branches to the organisation’s service charter, policies and procedures as it relates to clients’ management
  • Oversee and monitor standardization in clients’ service delivery across the branches to ensure consistency of service delivery nation-wide
  • Ensure the maintenance of a suitable ambiance in the Branch offices for smooth and prompt, and satisfactory transactions
  • Review all processes within the service area and suggest improvement opportunities especially as it relates to clients’ satisfaction
  • Conduct intermittent internal training, motivating, and equipping of the client’s relations team  
  • Ensure overall clients’ satisfaction in service delivery to enhance retainership

JOB REQUIREMENTS

  • BSc/HND in any field with minimum of second class lower. Masters’ degree will be an advantage
  • Relevant certifications in customer relations management will be an added advantage
  • Minimum of 4-8 years’ experience in a clients/customer interface and relationship management in a similar industry
  • High-level understanding of customer behaviour, satisfaction, and problem resolution.
  • Strong knowledge of the financial institution
  • Excellent Communication skills
  • Problem-solving skills

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