Unit Head, Communication, User Education and Adoption | IT Care at First Bank of Nigeria Limited Jobs

Unit Head, Communication, User Education and Adoption | IT Care at First Bank of Nigeria Limited Jobs


  • 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.


    Job Objectives

  • Coordinate activities related to user adoption and training. Work with customers during the roll-out phase to communicate and educate end users on how to make use of IT services

  • Coordinate the development and measurement of business engagement mechanisms

    Duties & Responsibilities

  • Develop and maintain IT communications plan:

  • Communicate the IT vision and mission to the business

  • Oversee organizational response to inquiries about IT

  • Manage development of customer engagement and feedback mechanisms:

  • Manage the administration of customer satisfaction surveys on the services offered by IT and identify actions necessary to improve the results of these surveys

  • Ensure timely delivery of IT publications, announcements, campaigns etc.

  • Work with the stakeholders to define the goals and objectives of programs (e.g. usage, ROI, satisfaction with the roll-out and training)

  • Facilitate user trainings during roll-out of new or modified services and applications
    Continuously monitor and report service levels to ensure responsiveness of IT to business
    Oversee IT Care activities and IT Service Monitoring

  • Lead assessment of user needs to devise the most
    effective, efficient, and appropriate training models and materials

  • Ensure adequate knowledge transfer to end-users with respect to the impact and operational requirements of services delivered
    Initiate proactive customer engagement to promote/ expand awareness and usage of IT services

  • Ensure adequate knowledge transfer to end-users with respect to the impact and operational requirements of services delivered:

  • Lead the development of instructional materials for user training courses

    Qualifications

    Education

  • Minimum of a first degree or its equivalent in a Business / IT related discipline

  • Masters, MBA or a recognized professional certification will be an added advantage.

    Experience

  • 7+ years of experience in an IT services/ operations function

  • 2+ years of management experience.

    How to Apply

    For more information and job application details, see; Unit Head, Communication, User Education and Adoption | IT Care at First Bank of Nigeria Limited Jobs


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