MSC, Internal Communication & Content Management at First Bank

First BankLagos, Nigeria Digital Marketing

Full Time

First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi. Since its establishment in 1894, FirstBank has consistently built relationships with customers focusing on the fundamentals of good corporate governance, strong liquidity, risk management and leadership. Over the years, the Bank has led the financing of private investment in infrastructure development in the Nigerian economy by playing key roles in the Federal Government’s privatisation and commercialisation schemes. With its global reach, FirstBank provides prospective investors wishing to explore the vast business opportunities that are available in Nigeria, an internationally competitive world-class brand and a credible financial partner. The Bank has been named "The Best Bank Brand in Nigeria” four times in a row - 2011, 2012, 2013, 2014 - by the globally renowned "The Banker Magazine” of the Financial Times Group; and "Most Innovative Bank in Africa” in the EMEA Finance African Banking Awards 2014. FirstBank’s brand purpose is to always put its customers, partners and all stakeholders at the heart of its business, even as it is poised to standardise customer experience and excellence in financial solutions across Sub Saharan Africa, in consonance with its brand vision "To be the partner of first choice in building your future”. Our brand promise is to always deliver the ultimate "gold standard” of value and excellence. This commitment is anchored on FirstBank’s inherent values of passion, partnership and people, to position our customers first in every respect.

DUTIES & RESPONSIBILITIES

Achieve a minimum of 75% awareness and understanding of the Bank’s strategy, hero products, services, and initiatives among staff at all times – the what, the why, the how - using best practice with respect to communications efficiency, message clarity and appropriate frequency, across a range of channels.
Gatekeeper for internal communications dissemination by verifying and validating content for accuracy; checking brand legal and regulatory implications. This requires a high level of attention to detail and an understanding of the brand, strategic business functions, strategic resource functions, products, regulatory issues, compliance, and organizational policies.
Disseminate strategy across board and adapt overall objectives without dilution using language that drives clarity and understanding. This requires a constant awareness of the pulse of the Bank and a good understanding of the various dynamics within - staff cadres, roles (front office/back office), demographics, psychographics, and operational cycles. The ability to tease out WIIFM and WIIFB is also very key.
Owner of all change management and communication workstreams of every project within the Bank implementing all the change management process, working with respective units to communicate effective and sustainable organisational change through their transformation and change programmes; enabling them to realize the full value of their transformation by helping staff adopt change.
Stakeholder management and engagement amongst several business units and resource functions to achieve synergy in communications across the Group to increase awareness and in-depth knowledge, promote cross-selling and achieve uptake in the Bank’s products among staff for effective marketing to their customers.
Design strategy, content, campaigns, and communication plan, and schedule deployment of the Bank’s products, services and initiatives to facilitate staff engagement.
Support human capital development to sustain awareness and passion for the Bank’s vision, mission and brand pillars through engagement activations which rally employees, inspire action, and create Brand Ambassadors, Coordinate selection, training, and re-training of Brand Champions. Manage the pitch and award process for the relevant staff engagement/Brand culture agencies, monitor implementation, measure success, and collate feedback to ensure improvement.
Manage Internal communications agencies in the development of enterprise-wide campaigns; ensure effective management of client/ agency relationships to ensure timely delivery on projects and activations
Effective channel management of the Bank’s internal communications tools that span across;
Intranet-Liaising with IT team to leverage the intranet as an effective internal communications tool and to ensure it meets the needs of its audience.
Roadshows; Coordinate visits to regions, Groups, BDOs and Branches to ensure dissemination of strategic priorities and plans.
Applications: Adaptation of information on electronic platforms such as emails, screen savers, desktop background, ticker, etc. keeping in view the intrinsic reach, accessibility, space constraints and affinity for each channel.
Touchpoints: Adaptation of information to physical touchpoints such as posters, elevators, walls, buildings, branches, etc.
Consistently innovate the internal communications process through consistent reviews and proposals of innovative channels and activities to increase engagement; evaluating the Bank and Group’s internal communications initiatives to ascertain effectiveness.
Collaborate with external communications units to enhance customer satisfaction through dissemination of regular information on Bank’s products and initiatives as well as HoldCo communications to customers. A broad overview of external communications is required to ensure that staff are the first to be informed of all products, services and initiatives, ensuring consistency, accuracy and avoiding message conflicts.
Building on existing networks and developing where required, internal communications contacts throughout the Bank; build a robust directory across the Group.
Developing and creating awareness for the internal communications policies and protocols
Channel enquiries and complaints on products and services from FirstContact and other sources to the relevant officers and ensure 360o closure.
As the custodian of strategic, regulatory, people, disciplinary, personal, etc. information and data, exhibit utmost discretion in the maintenance of the security of all Information entrusted to the staff.
Support the department’s Information Security Management Systems and Business Continuity Management activities to ensure compliance. Ensure staff compliance with the principles and policies in the Information Security Handbook through message clarity and appropriate frequency of communications.

JOB REQUIREMENTS

Education

Minimum Education: First Degree in social sciences or related discipline.

Experience

Minimum 5 years’ experience, knowledge of quantitative & qualitative market research, record keeping & customer service relationship management. Proficiency in Microsoft word, PowerPoint & Excel is essential.