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NONSO, LAWRENCE
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Administration/ support 150 000
Job Type: Full-Time

Education

From 0 to 2004
NNAMDI AZIKIWE UNIVERSITY,AWKA
No added languages

Experience

SERVICE MANAGEMENT OFFICER
FIRST CITY MONUMENT BANK
February 2008 - January 2013 (5 years 1 month)

 Participate in HR, Corporate Comm. projects relating to organization effectiveness and change that affects service in the bank.

 Assist in the planning and management of organization change programmes for effective service

 To Develop and Promotion of a Service Standard Measurement System driven by Organisational Objectives.

 Conduct Trainings relivant to staffs job functions.

 Assist in identifying Customer Service Processes requiring reviews and improvements within the organisation. Circulation and awareness/creation of set standards bank wide after approval.

 Research and produce policy, guidance, procedures and best practice advice on Customer Services.

 Develop and Document Service Standards in the Bank.

 Assist in Developing Action Plans to address service shortfalls.

 Assist in continuously reviewing all existing Bank Policies as they affect Service Delivery to Customers.

  • Carry out research on industry standard and benchmark against other international banks or service industries on a monthly basis and send reports accordingly.
  • Creation of Awareness on all Service Standards through out the bank.
  • Training and Development for Staff of all cadre in the bank
  • Assist in the planning and management of organization change programmes.
  • Review all external/internal customer communications for language appropriateness, information clarity and conciseness.

 Reporting directly to the Group Head, Service Management