Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018, to provide commercial banking services to the Nigerian public. The bank began operations the same day after acquiring the assets and taking on certain liabilities of the now-defunct Skye Bank.

With a network of more than 350 branches nationwide, Polaris Bank takes pride in delivering excellent customer experiences by utilizing cutting-edge Information Communication Technology (ICT).

Polaris Bank plays a significant role in the Nigerian banking industry by offering customers simple, convenient, and secure banking services. It focuses on ICT solutions across various service delivery channels such as mobile banking, ATMs, POS, and online platforms.

We are currently seeking qualified individuals to fill the following positions:

1.) External & Internal Feedback Officer

Job Location:

Nigeria

Job Type:

Full-time

Job Description

• Develop and implement surveys for a specific group of important customers and regularly gather feedback on their satisfaction across various touchpoints, including branches, VULTe, ATMs, VULTe for Business, USSD, and Polaris Xperience.
• Conduct surveys to gather feedback on internal processes, general products, and market research as requested by internal stakeholders.
• Analyze and report survey responses to identify areas where customers are experiencing difficulties, service issues, and opportunities for improvement across different channels.
• Conduct biannual reviews of feedback from internal customer satisfaction surveys and IT services surveys, and report identified areas of concern, service issues, and opportunities for improvement.
• Collect, analyze, and report survey feedback to stakeholders for further action and resolution.

Preferred Skills and Experience 

• At least 3 to 4 years of applicable experience is required.
• Proficiency in Microsoft Office Suite is necessary.
• Strong writing, numeracy, analytics, and time management skills are important.

Click here to apply online.

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2.) Service Measurement Officer

Job Location:

Nigeria

Job Type:

Full-time

Job Description

• Lead the execution of customer feedback gathered from various important interactions and actively involve relevant parties to enhance performance.
• Implement and oversee turnaround times (TATs) for crucial platforms and processes while also analyzing outcomes to provide insights for employee evaluations.
• I will oversee the monitoring of turnaround times (TATs) at every customer interaction point, measure and track improvements in service that directly affect customer satisfaction (CSAT) and Net Promoter Score (NPS), and utilize this data for employee evaluations and reporting. This will include implementing evaluations for branch and head office service performance, conducting internal customer surveys, and implementing the branch ambience grid assessment.

Preferred Skills and Experience / Requirements

• Minimum of 3 years of relevant experience
• Proficiency in Microsoft Office Suite
• Good writing/numeracy/ analytical and time management skills.

Click here to apply online.

3.) Financial Reporting / MPR Officer

Job Location: 

Nigeria

Job Type:

Full-time

Job Summary

• We are actively seeking individuals to be recruited as Financial Reporting Officers.
• The preferred applicant will be responsible for preparing and presenting monthly performance reports and developing budgets for Branches, Account Officers, and Strategic Business Units.

Job Description

• Monthly generation of consolidated management accounts
• Preparing and analyzing performance reports for regions, directorates, and subsidiaries
• Creating budgets, conducting variance analysis (review), and performing financial forecasting
• Developing a monthly schedule for provisioning in the Bank
• Preparing and analyzing monthly performance reports for branches and business units
• Generating reports for account officers
• Creating profitability reports for Small Business Units
• Fulfilling other requirements related to the Bank’s current focus.

Preferred Skills and Experience

• Possess a Bachelor’s Degree in Finance or a related field.
• Have at least three (3) years of relevant professional experience in financial reporting, preferably gained in the banking sector.
• Demonstrate good proficiency in Microsoft Office applications.
• Exhibit a proven ability to deliver results within specified time constraints and possess high motivation and organizational skills.
• Holding an ACA/ACCA/CFA or any other recognized accounting/finance qualification is advantageous.
• Must possess a strong work ethic and a willingness to work efficiently as part of a skilled team.
• Should have excellent interpersonal and communication skills, showcasing strong analytical and problem-solving abilities and the capability to grasp new concepts quickly.
• Additional advantages include familiarity with the Power BI reporting tool, basic IT knowledge, and script-writing skills.

Click here to apply online.

4.) Service Culture Officer

Job Location: Nigeria
Job Type: Full-time

Job Description 

• Inform staff about the outcomes of important assessments and exercises such as Mystery shopping and branch/head office inspections to encourage enhanced performance.
• Monitor adherence to Email etiquette and apply rewards or sanctions as necessary.
• Share the lessons learned from service investigations and key points with staff, ensuring the implementation of rewards or sanctions by service investigation reports.
• Prepare grids for rewards or sanctions related to service concerns and ensure their implementation for inclusion in appraisals.
• Conduct investigations into identified service failures and drive recommendations for improvement.

 Preferred Skills and Experience / Requirements

• Possess at least three years of applicable experience.
• Demonstrate proficiency in using the Microsoft Office Suite.
• Exhibit strong skills in writing, numeracy, analysis, and time management.

Click here to apply online.

5.) Team Lead, External & Internal Feedback Team

Job Location: Nigeria
Job Type: Full-time

Job Description 

• Actively promote the implementation of improved Voice of the Customer (VOC) strategies across critical touchpoints.
• Conduct regular stakeholder engagements to identify and eliminate issues identified through VOC initiatives.
• Supervise the daily tasks and deliverables of the VOC team.
• Ensure timely resolution of customer complaints gathered through VOC, adhering to approved Turnaround Time (TAT).
• Analyze survey responses and monitor trends to enhance service delivery.
• Coordinate the timely submission of reports.

Preferred Skills and Experience / Requirements

• Possess a minimum of five years of applicable experience.
• Demonstrate proficiency in using the Microsoft Office Suite.
• Exhibit strong skills in writing, numeracy, analysis, and time management.

Click here to apply online