Polaris Bank Limited is a Tier II commercial bank in Nigeria, created by the Central Bank of Nigeria (CBN) on September 21, 2018. The bank began operations the same day, following its acquisition of the assets and selected liabilities of the former Skye Bank. We serve individuals, SMEs, corporates, and government MDAs with a range of retail, commercial, corporate, and tech-driven banking solutions.
As a leading institution in revenue collection for both government and private sectors, we operate collection mandates in nearly 30 out of Nigeria’s 36 states, including Lagos. With a strong commitment to financial inclusion, our mission is to make banking more accessible to all customer segments. Polaris Bank enjoys a loyal customer base that spans various sectors, industries, and demographics.
We are currently looking to fill the role below:
Job Title: Retail Banking Officer
Where: Lagos, Nigeria
Industry: Financial Services
Job Description
Key Result Areas
Product Development:
- Identify suitable banking and financial solutions for specific client needs.
- Recommend appropriate tools and services to help customers achieve their goals.
- Analyze product performance, associated risks, and potential profitability.
- Monitor market trends and their effect on product demand and success.
Market Understanding & Strategic Selling:
- Apply advanced relationship-building and sales strategies.
- Maintain strong client engagement to understand and meet expectations.
- Facilitate internal collaboration to deliver tailored service experiences.
Customer Experience Management:
- Apply structured approaches to resolve client issues independently.
- Understand how complaint handling affects brand reputation.
- Turn complaints into opportunities for service enhancement.
- Promote a strong customer-first culture in all touchpoints.
Key Account Relationship Management:
- Leverage communication and interpersonal skills to manage high-value clients.
- Align tailored banking solutions with clients’ strategic goals.
- Build and sustain trust through regular engagement and responsiveness.
- Conduct ongoing client reviews to anticipate and address business needs.
Credit Risk Assessment:
- Evaluate client creditworthiness using repayment history, funding stability, and market conditions.
- Use analytical tools to assign credit ratings and risk profiles.
- Define loan terms that reflect both client needs and credit risk outcomes.
- Ensure compliance with internal credit standards and external regulations.
Operations, Policies & Compliance:
- Design and implement operational processes in alignment with regulatory standards.
- Develop frameworks to measure and refine banking operations.
- Periodically audit and improve operational workflows to ensure efficiency.
Branch Operations:
- Provide expert-level oversight of branch activities including cash management and process control.
- Introduce operational enhancements that drive customer satisfaction.
- Assist in the creation and enforcement of branch operational policies.
Digital Banking & Fintech Utilization:
- Stay informed on advancements in digital banking and fintech trends.
- Recommend updates to digital products and customer interfaces.
- Gather and document system requirements for new technology rollouts.
- Partner with internal stakeholders to enhance digital user experiences.
Commercial Lending & Client Relationship Management:
- Understand the full lifecycle of commercial loan processes.
- Conduct detailed financial analysis and credit structuring.
- Offer comprehensive solutions by identifying cross-sell opportunities.
- Maintain compliance with lending guidelines and risk controls.
Key Performance Indicators (KPIs)
Product Development:
- Quantity of new products successfully introduced each fiscal year.
- Time required to launch products from concept to market.
- Increase in revenue attributed to new products.
- Customer satisfaction ratings for recently released offerings.
- Customer acquisition from newly developed banking solutions.
Sales & Market Engagement:
- Conversion rate of qualified leads into paying clients.
- Average size and value of closed deals.
- Effectiveness of solution-based selling approaches.
- Win rate in competitive sales engagements.
- Sales revenue growth over time.
Credit Management:
- Ratio of delinquent or defaulted loans in the portfolio.
- Degree of compliance with credit policies and risk ratings.
- Accuracy and timeliness of credit reports and analysis.
- Concentration risk and exposure by industry or borrower.
- Loan approval turnaround times.
Client Relationships:
- Satisfaction levels as measured by client surveys.
- Average revenue per customer.
- Time to resolution for customer support issues.
- Referral-based client acquisition rates.
Key Accounts:
- Revenue performance from top-tier accounts.
- Relationship manager effectiveness.
- Execution of strategic plans for high-value clients.
- Account retention and lifetime value metrics.
Operational Compliance:
- Rate of compliance with regulatory and procedural requirements.
- Transaction processing accuracy.
- Operational cost-efficiency.
- Service quality as measured by customer feedback.
- Implementation and success of continuous improvement efforts.
- Adherence to SLAs for account openings, loan processing, and inquiries.
Branch Operations:
- Client satisfaction within branch environments.
- Service delivery speed at physical locations.
- Integrity and security of financial handling.
- Operational productivity and staff efficiency.
Digital Services:
- Percentage of users actively engaging with online platforms.
- Volume of digital transactions.
- Digital customer onboarding rate.
- Percentage of support handled via automation or self-service tools.
- System reliability and uptime.
Commercial Lending:
- Portfolio expansion over time.
- Time-to-approval for loan applications.
- Cross-selling success among commercial clients.
- Loan portfolio risk management performance.
- Non-performing loan ratio.
- Relationship manager acquisition and retention performance.
Requirements
- A bachelor’s degree in Banking & Finance, Business Administration, Economics, or any related discipline.
- Between 0 to 8 years of relevant industry experience.
- Postgraduate degrees or certifications are an advantage.
- Relevant professional certifications (e.g., CIBN, ICAN, ACA, ACCA) will be an added benefit.
How to Apply
Interested and qualified applicants should:
Click here to apply
To apply for this job please visit polarisbanklimited.zohorecruit.com.