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.
Job Identification: 1677
Duties & Responsibilities
Project and Stakeholders Management:
- Leads the entire CRM Team in project deployment, system support, user administration, training and campaign management.
- Leads the team in the formulation of CRM strategies and programs and ensures that they stay aligned with the business’s overall objectives.
- Coordination of collaborative CRM activities with other teams and departments in the Bank.
- Identify continual improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution
- Engage BPM & business on implementation of sales target monitoring and ensuring correctness of information.
- Ensure proper change management processes are followed to minimize disruptions to business operations.
Application Support:
- Work with end users, vendors and service providers as the liaison with the IT team.
- Identify and help design CRM-related report requirements and list views.
- Support workflow rules and business processes.
- Maintain accurate application configuration documentation, change logs, and knowledge base articles for support teams.
- Work with internal and external resources to ensure the CRM environment is configured and adjusted correctly.
- Serve as the liaison between the sales and technical teams in executing the bank’s CRM strategy.
- Lead root cause analysis (RCA) for recurring issues and implement preventive measures.
- Monitor system performance and coordinate with vendors or internal teams for upgrades, patches, and issue resolution.
- Work with both the end users and the technical team to identify and assist in resolving system issues and provide technical support, troubleshooting software issues, as requested.
- Maintain business and process configurations on CRM solution
- Develop and maintain indices required to measure health status of the CRM solution
Help Desk Support:
- Support by troubleshooting and solving user or system issues and respond in a timely fashion
- Analyze potential issues and communicate to assess needs and determine solutions for end users.
- Oversee the day-to-day administration, monitoring, and support of FirstBank’s Dynamics 365 CRM Platform
- Manage incidents, service requests, and problem tickets related to CRM, ensuring resolution within agreed SLAs.
- Supervise support offered to stakeholders and business units using the solution
- Work closely with business leaders to analyze business requirements and communicate to developers regarding configuration and customization solutions that meet delivery and project goals and expectations.
- Assist in development and support personnel in resolving system issues, creating business solutions to meet requirements.
- Keep a monthly statistics report and monitor usage to determine business solutions for business recognized needs.
Training:
- Train end users and business units on CRM functionalities, updates, and best practices.
- Instruct new users on the application and train existing users on best practices & new functionality.
- Liaise with Microsoft and other technology partners for technical escalations, feature requests, and support cases
- Develop and maintain training materials and user documentation.
- Liaising with First Academy to deliver training programs
Requirements
- Education: B. Sc. in Computer science, IT or other relevant discipline
- Experience: Experience in marketing/ sales administration or customer relationship/customer experience management role.
Method of Application
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