Job Opportunities at Heirs Holding (10 Positions)

Applications are invited from interested and qualified candidates to apply for job opportunities at Heirs Holding.

Heirs Holdings is a family-owned African investment company founded by Tony Elumelu that invests long-term in key sectors across the continent, including power, oil and gas, financial services, and real estate, driven by the economic philosophy of “Africapitalism”.

Heirs Holdings offers employees a range of benefits, including opportunities for professional development through initiatives like the Heirs Academy and TOE Mentorship Programme. The company provides a competitive compensation package with comprehensive family health plans, group life insurance, and paid leave.

Individuals interested in the Dangote Group job recruitment should review the job details, requirements, and application process provided below.

Internal Audit Officer

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Internal Audit Officer will support the Head, Risk and Assurance in providing an
independent evaluation of the activities of the Company and its related entities,
centrally coordinating all audit and control activities within the investee companies
and ensuring strict adherence to the Company’s internal policies and procedures
as well as regulatory and statutory requirements in order to promote transparency
and accountability, add significant value, enhance risk management,
governance and compliance, improve operational efficiency, and strengthen the
internal control systems within the operations

Responsibilitie(s):

• Assist in the development, maintenance, implementation and review of the internal audit work programmes, audit plan and risk register and drive the development, deployment and update/review of the charter, manual, relevant policies and other frameworks for the Internal Audit Function
• Establish effective business relationships within the Company and assist management in the understanding/application of and adherence to internal control, risk management, compliance and governance principles.
• Establish effective business relationships within the Company and assist management in the understanding/application of and adherence to internal control, risk management, compliance and governance principles.
• Document and file work papers and audit procedures performed. Track timely and effective corrective actions taken following audit recommendations.
• Maintain back up (physical and electronic) of all internal audit materials for easy retrieval and reference and monitor the document management process across the Company.
• Monitor and drive compliance with regulatory and statutory requirements across all business areas.
• Conduct monthly review of bank reconciliation statements for all existing bank accounts and monthly call over/review of transactions focusing on appropriate posting of transactions and ensuring compliance with statutory deductions.
• Investigate and report all alleged cases of fraud, waste, abuse and inefficiencies and make recommendations on appropriate preventive or remedial actions.
• Participate in stock counts and follow through to ensure that store balances are reconciled to the general ledger; conduct physical verification of property, plant and equipment (PPE), and monitor the disposal of PPE as directed by the Board.
• Implement the internal audit strategic initiatives relating to key responsibilities.
• Assist in risk assessment, monitoring and reporting
• Carry out other responsibilities as may be required by the Head, Risk and Assurance, Management or Board.

Qualifications and Requirements:

• Minimum of first degree in Accounting, Finance, Business Administration, Economics, or a related numerate discipline.
• Relevant professional certification e.g. Associate of the Institute of Chartered Accountants (ACA) or Associate of Chartered Certified Accountants (ACCA).
• Experience in the banking industry will be an added advantage.
• IT Audit experience will be an added advantage.
• Good verbal and written communication skills
• Analytical and Critical Thinking Skills
• Information Technology (IT) General Knowledge
• CISA certification will be an added advantage.
• Data Analytics experience will be an added advantage.
• Collaboration and Resilience

Internal Control Officer

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Internal Control Officer is responsible for evaluating, monitoring, and strengthening internal controls to ensure compliance with organizational policies, regulatory frameworks, and donor guidelines. This role supports risk management strategies, mitigates fraud risks, and enhances operational efficiency across TEF’s programs and financial activities.

Responsibilitie(s):

• Conduct control self-assessments (CSAs) across departments to evaluate control effectiveness.
• Identify weaknesses in existing processes and recommend corrective action plans.
• Ensure that TEF’s grant disbursements, procurement, and project funding comply with donor regulations.
• Monitor adherence to regulatory frameworks (e.g., IFRS, AML, SOX, and procurement guidelines).
• Monitor and maintain the whistleblower program, ensuring confidentiality and timely investigations
• Perform process walkthroughs, control gap analysis, and operational effectiveness reviews.
• Develop periodic reports for executive management and regulatory bodies.

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Qualifications and Requirements:

• Bachelor’s degree in Accounting, Finance, Economics, or Business Administration.
• Professional certifications such as ACA, ACCA, CIA, or CISA is Mandatory
• Minimum of 4 years of experience in internal control, risk management, or regulatory compliance.
• Strong knowledge of COSO, IFRS, ISO 31000 risk management, and compliance standards.
• Ability to conduct process mapping, risk assessments, and control design reviews.
• Experience in donor-funded projects, foundations, or multinational NGOs is an added advantage but not compulsory

Tax Officer

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Tax Officer will be responsible for the preparation and filing of all tax returns (CIT, VAT, WHT, SD, CGT, PAYE, other employee deductions etc.) by due dates to avoid penalties, Collaborate with Finance colleagues to support accounting for income taxes, including effective tax rate forecasts, current and deferred tax provisions and uncertain tax positions, Support the Implementation of strategies to improve tax compliance, Preparation and review of transfer pricing documentation and filing with the relevant tax authorities upon request, Support in conducting regular health check reviews of financial data and transactions

Responsibilitie(s):

• Coordinate and liaise with tax authorities during Federal authorities, State authorities and other relevant tax authorities.
• Maintain status of intercompany transactions and Transfer Pricing Affairs
• Support the implementation of strategic tax planning
• Prepare and monitor quarterly management reporting on tax affairs including the effectiveness of the tax control framework, tax risk registers and mitigation measures.
• Support to monitor legislative and regulatory tax law developments, communicate the impacts of these developments to management including necessitated compliance changes
• Manage tax documentation and data to ensure its accuracy, completeness, consistency, integrity and timeliness
• Review of business contracts/agreements for tax efficiency.
• Periodic reconciliation of tax accounts with bank statements, general ledgers, ERP and source documents

Qualification/Experience Requirement(s):

• Bachelor’s degree in any discipline
• Any of the indicated professional certification is Mandatory (ICAN, ACCA, CITN, ADIT)
• Minimum of 4 years’ experience in taxation.
• Transfer Pricing experience is an added advantage
• In depth knowledge of Nigeria’s tax laws
• Accounting and Financial Analysis
• Problem solving and Report writing skills

Treasury and Investment Manager

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Treasury & Investment Manager will oversee Heirs Holdings’ treasury and investment operations, ensuring the effective management of liquidity, risk, capital, and investment strategies across the organization’s diverse sectors. This role is instrumental in optimizing cash flow, developing funding strategies, managing foreign exchange and interest rate exposure, and supporting the Group’s long-term financial sustainability and growth.

Responsibilitie(s):

• Manage cash forecasting, cash flow, and working capital requirements, maintain adequate liquidity to support the Group’s investment and business goals.
• Lead initiatives for capital sourcing and fundraising, including debt, equity, and alternative financing options to meet the Group’s growth objectives.
• Identify, monitor, and manage financial risks, including liquidity, market, foreign exchange, and interest rate risks.
• Develop and execute strategies for the investment of free funds in securities, capital markets, money market instruments, and other approved investment vehicles.
• Conduct market research and analysis on investment opportunities, market trends, and economic indicators to inform investment decisions.
• Manage investments in government securities, corporate bonds, equities, mutual funds, and other short-to-medium-term instruments in line with approved policies.
• Identify and evaluate opportunities for participation in capital markets including bonds, commercial papers, and structured financial products.
• Work with financial advisors, brokers, and regulatory bodies to facilitate capital market transactions.
• Establish and maintain treasury policies and ensure compliance with relevant regulatory requirements and internal policies.
• Lead improvements in treasury management systems, ensuring accurate reporting, improved cash visibility, and streamlined operations.

Qualification/Experience Requirement(s):

• Bachelor’s degree in Finance, Accounting, Economics, or a related field; an MBA or relevant master’s degree is a plus.
• Professional certifications (CTP, CFA, ACA/ACCA) is mandatory.
• Minimum of 10 years of experience in treasury, investment management corporate finance with at least 3 years in a leadership role within a multinational organization or financial institution.
• Strong understanding of capital markets, treasury management, and risk mitigation in diverse sectors and across African markets.
• Demonstrated experience in cash flow forecasting, capital raising, and funding strategy.
• Exceptional analytical, strategic, and leadership skills, with a focus on optimizing financial resources and supporting long-term growth.

Monitoring and Evaluation (M&E) Manager

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Monitoring & Evaluation (M&E) Manager will be responsible for implementing, and managing the Foundation’s performance measurement systems to track and assess the impact of its entrepreneurship programmes across Africa, developing and applying robust frameworks and tools for data collection, analysis, and reporting, ensuring alignment with global best practices and donor requirements, and fostering a culture of accountability, learning, and continuous improvement to advance the Foundation’s mission of empowering African entrepreneurs.

Responsibilitie(s):

• Propose and establish in-house TEF’s M&E methodology and results framework in accordance with international standards
• Drive the conceptualisation, production and publication of all TEF Monitoring and Evaluation reports (including an annual core report and various program specific ones)
• For existing M&E reporting initiatives, check data quality and review analysis of reports produced by external parties firms, advice on gap analysis and ensure appropriate corrective actions
• Establish database of African countries and regional bodies’ entrepreneurship initiatives/government policies as well as monitoring of their implementation
• Similarly, establish such database of international donors, think tanks, foundations, etc. supporting this agenda in Africa
• Establish TEF thought leadership on African entrepreneurship by building alliances with Academia, international development organizations, other foundations in the field of research for MSMEs, SMEs
• Under the Guidance of TEF Management
  Provide analytical support to TEF management and team in the formulation of ongoing and new initiatives embedding the results framework in their deployment
• Provide input/economic data on Jobs and Entrepreneurship as needed for various platforms (social media, events, briefings)
• Support the Founder in relation to providing policy analysis, briefings and any other support as may be required in his external engagements.

Qualification/Experience Requirement(s):

• The M&E manager must possess the following qualifications but not limited to:
• Demonstrated experience in undertaking impact evaluation by employing rigorous methodologies; a minimum 10 years of impact evaluation experience;
• Experience in key sectors relevant to the Foundation’s work, Africa experience will be an advantage;
• Strong presentation and writing skills, ensuring that the Foundation’s impact is effectively demonstrated and disseminated
• Masters Degree in Economics, Econometrics or Public Policy

Monitoring and Evaluation Officer

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Monitoring and Evaluation Officer will be responsible for designing, implementing, and managing M&E systems, collecting and analyzing data, and reporting on program effectiveness to inform decision-making and improve outcomes.

Responsibilitie(s):

• Support the design, development, and implementation of monitoring and evaluation systems across 54 countries in Africa. This also includes Strategic Monitoring plans for field-level activities to ensure quality, conflict-sensitive, innovative, and effective M& process.
• Provide technical support in proposal development including budgeting and log frame development, monitoring, reflective practice, evaluation, and learning.
• Establish appropriate methodologies and strategies to effectively monitor and evaluate programme progress in all regions while ensuring improved M&E standards around project planning meetings, Impact assessments, data collection tools, monitoring missions, and other research in all regions in Africa.
• Develop and maintain central and systematic information and knowledge management system whereby relevant project information, data, and lessons of programs are accessible for use as required.
• Support external consultant and Data collector recruitment and engagement process while ensuring standards are maintained for all processes of evaluation planning and implementation. This includes all baseline assessments, beneficiary mapping, policy assessment, and final evaluation in all regions of Africa.
• Facilitate cross-organizational learning, which includes providing information, guidelines, lessons learned, and user-friendly learning tools.
• Work with technical and field teams during reflection sessions to identify key methodologies to enable effective advocacy and campaigning and improve SOPs for selection and mentorship. And ensure that learning is built into ongoing implementation and adequately informs future programming
• Develop a systematic method of capturing project success and strengthen team capacity to identify and document outcomes that speak to specific project goals and objectives
• Working with the Communications team, supporting content gathering, developing knowledge materials, newsletters, learning booklets, and other communications products.
• Support the development of case studies and capturing of human-interest stories from project beneficiaries that are suitable for external audiences and share with the communications team for proper development publication.
• Ensure up to date databases and indicator tracking table for all projects capturing progress against the target while also ensuring standard in implementation according to agreed specification and justification from each activity TOR as they feed into project goals and objectives.
• Conduct Quarterly Data Quality Assessment to ensure data from all projects meets the required Searches auditory standard and share reports every quarter.

Qualification/Experience Requirement(s):

• Minimum of 5 years of work experience in monitoring and evaluating programs with an international organization that has a robust M&E component. A Masters degree is an added advantage.
• Prior experience with a similar organization is preferred.
• Experience in developing M&E systems/tools or doing research with business development tools.
• Very strong writing skills to meet high-level reporting needs.
• Demonstrate language competency in English or French (Required)

Team Lead CX Governance

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Customer Experience Governance Team Lead is responsible for actively supporting the Head, Customer Experience in executing the development, implementation, and maintenance of customer experience governance frameworks, strategies, policies, and procedures across the organisation by ensuring they are efficient and aligned with organisational objectives and regulatory requirements.

This function is responsible for supervising the daily operational activities of members of the CX Governance Team and reports to the Head, Customer Experience.

Responsibilitie(s):

• Develop and maintain CX governance frameworks, policies, and procedures to ensure alignment with organisational objectives and regulatory requirements.
• Ensure compliance with relevant laws, regulations, and industry standards related to customer experience.
• Collaborate with internal stakeholders to identify and mitigate CX-related risks.
• Improve CX Metrics outcomes.
• Contribute to the development of the organization’s CX strategy and roadmap.
• Ensure that CX governance frameworks support the achievement of CX strategic objectives.
• Collaborate with cross-functional teams to design and implement CX initiatives.
• Develop, review, and update CX-related policies and procedures.
• Ensure that policies and procedures are aligned with organisational objectives, industry best practices, and regulatory requirements.
• Collaborate with stakeholders to ensure that policies and procedures are communicated effectively.
• Support the Head, CX to promote a culture of customer-centricity across the organisation.
• Through the Customer insight, analytics and VOC specialist functions, the daily Monitor effectively, CX metrics and ensures the reporting standards are maintained to measure CX performance.
• Monitor and analyse CX data to identify trends, opportunities, and risks. Report trends periodically to the Head, CX, drawing out significant trends requiring management attention.
• Provide regular reporting to the Head, Customer Experience on CX performance and governance activities.
• Report on service quality standards, identify root causes and propose permanent resolutions to avoid recurrence.
• Ensure that customer feedback loops are effective and efficient, and the 4 voices are measured/analysed to beat industry standards.
• Conduct Industry / Pear research to checkmate where we are vs industry or global standards.
• Collaborate with internal stakeholders, including customer-facing teams, to ensure that CX Experience business needs are met.
• Develop and maintain professional relationships with all stakeholders.
• Communicate CX governance frameworks and policies to stakeholders as approved.
• Through the continuous improvement function, identify opportunities for continuous improvement in CX governance frameworks, policies, and procedures.
• Collaborate with internal stakeholders to design and implement improvements.
• Ensure that CX governance frameworks remain aligned with organisational objectives and regulatory requirements.
• Through the Quality assurance role in the CX governance function, ensure that the highest service standards are maintained across all value chains of interaction, both for internal and external customers.
• Frequently conduct customer engagement channels assessment to ensure 99.9% reliability and accessibility.
• Conduct service measurement standards across the organisation periodically and report outcomes to the Head, CX for management action.
• Lead and manage the daily functions of the specialist functions in the CX Governance structure.
• Provide coaching, guidance, and development opportunities to team members.
• Ensure that the CX governance team is aligned with organisational objectives and CX strategic initiatives.
• Align with the organisational culture, process and compliance standards.

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Qualifications and Requirements:

• Bachelor’s Degree with a minimum qualification of a second class upper
• Membership of any relevant professional body
• Minimum of 7 years experience in a similar role

Treasury & Investment Manager

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Treasury and Investment Manager will be responsible for assessing, monitoring, planning and reporting day to day Heirs General Insurance investment portfolio and other related activities in a manner consistent with the objectives of the Company and in compliance with the provisions of the NAICOM prudential guidelines on insurance funds as well as other statutory provisions.

Responsibilitie(s):

• Manage all aspects of In-house investment portfolios such as Short-term placements, FG Bonds, Euro Bonds, Quoted and Unquoted equities.
• Daily monitoring of trade investment portfolios in terms of money market rates, Capital Market equity prices, Bond yield and foreign currency exchange rates especially the USD.
• Manage and implement long-term and short-term investment strategies of the company with reference to set goals and risk tolerance.
• Determine the Company’s tax position with respect to investment assets and the applicability of taxable/non-taxable instruments.
• Assess risk/return trade offs in NAICOM prudential guidelines in relation to the company’s investment policies.
• Assess performance of the company’s investment portfolios in terms of return on investment (ROIs), benchmarking it against current market conditions and recommend possible diversification and changes when or where warranted.
• Review and recommend changes to the company’s investment policies based on the market conditions.
• Prepare monthly and weekly reports of the company’s investment portfolio, prepare cash flow forecasts and financial modelling.
• Keep up to date records of the company’s investment assets and income.
• Understand and maintains appropriate accounting procedures and processes in relation to investment activities of the company in line with International Financial Reporting Standards (IFRS) and other relevant laws and statutory provisions.
• Manage relationships with investee companies and financial service providers such as banks and other institutions. Monitor bank service fees and address issues of quality services where or when required.
• Additional duties as directed by supervisor.

Customer Rewards & Loyalty Officer

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Customer Care Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Customer Rewards & Loyalty role shall be responsible for growing customer retention and loyalty to the Heirs Insurance Group Brand. This is a specialist role targeted towards attaining above 80% customer retention, grow customer attraction and manage attrition / churn customer rates using a robust loyalty scheme and viable market research. The scope of function cuts across the Retail Mass Market Cluster and the Corporate customer segments of Heirs Insurance Group.

Responsibilitie(s):

• Develop, implement and manage a robust reward program that meets the business strategic customer retention strategies.
• Periodically conduct market research on customer needs analysis in comparison to what is required to retain customers in the business. This is to enable the business reduce policy attrition rates, attain above 80% customer retention and attract new customers to the brand.
• Using data intelligence gathering, create a niche by consistently improving on the rewards scheme, modeling new and existing customers behaviour towards keeping their policies active so as to meet the desired business retention metrics.
• Seek referrals from satisfied customers and channel the same to the telesales team for conversion.
• Create retention campaigns to recover lost customers and reduce the business attrition rates.
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• Collaborate with relevant stakeholders to review competing loyalty benefits, design and deliver on annual rewards improvement plans to Head, Customer Experience
• Design a digital framework for automating the rewards program to aid ease of progression, access and onboarding.
• Using data intelligence, monitor and report on the customer satisfactory level with the benefits on the scheme, behaviour towards progressing to meet the reward tiers, concerns and improvement actions.
• Conduct periodic customer satisfaction survey and partners satisfactory surveys to get feedback on the impact of the scheme.
• Using data intelligence, collaborate with the marketing team to conduct targeted marketing campaigns targeted at drawing attraction to the scheme .
• Monitor the impact of the rewards scheme on customer retention, new business attraction and referrals.
• Grow Heirs Insurance Group customer retention to 80% and devise strategies to motivate customers to keep their policies active.
• Relationship building: Initiate, maintain, and manage relationships with third parties concerning Client Retention.
• Create relationships with partners to drive customer retention benefits.
• Hold periodic workshops with partners to emphasize service quality standards.
• Provide Weekly, Monthly, Quarterly, Bi-annual, and Annual Metrics reports to the Head, customer experience on the rewards program progress, partnership sign-up, and daily management.
• – Utilise churn data for upsell/cross-sell or targeted marketing and revival campaigns.
  Monitor and track policy data regularly and map customers to their rewards category.
• Quality check rewards data for correctness.
• Using data intelligence, run campaigns to motivate customers to move up the reward’s premium income tiers.
• Ensure timely reward of eligible customers.

Qualification/Experience Requirement(s):

• Minimum requirement: A Bachelors’ degree in Business, Marketing, Communication or in any relevant discipline with 3 years cognate experience
• Membership of any relevant professional body (e.g. CIIN,NIMN, CXPA)

Team Lead CX Governance

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Finance Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

The Customer Experience Governance Team Lead is responsible for actively supporting the Head, Customer Experience in executing the development, implementation, and maintenance of customer experience governance frameworks, strategies, policies, and procedures across the organisation by ensuring they are efficient and aligned with organisational objectives and regulatory requirements.

This function is responsible for supervising the daily operational activities of members of the CX Governance Team and reports to the Head, Customer Experience.

Responsibilitie(s):

• Develop and maintain CX governance frameworks, policies, and procedures to ensure alignment with organisational objectives and regulatory requirements.
• Ensure compliance with relevant laws, regulations, and industry standards related to customer experience.
• Collaborate with internal stakeholders to identify and mitigate CX-related risks.
• Improve CX Metrics outcomes.
• Contribute to the development of the organization’s CX strategy and roadmap.
• Ensure that CX governance frameworks support the achievement of CX strategic objectives.
• Collaborate with cross-functional teams to design and implement CX initiatives.
• Develop, review, and update CX-related policies and procedures.
• Ensure that policies and procedures are aligned with organisational objectives, industry best practices, and regulatory requirements.
• Collaborate with stakeholders to ensure that policies and procedures are communicated effectively.
• Support the Head, CX to promote a culture of customer-centricity across the organisation.
• Through the Customer insight, analytics and VOC specialist functions, the daily Monitor effectively, CX metrics and ensures the reporting standards are maintained to measure CX performance.
• Monitor and analyse CX data to identify trends, opportunities, and risks. Report trends periodically to the Head, CX, drawing out significant trends requiring management attention.
• Provide regular reporting to the Head, Customer Experience on CX performance and governance activities.
• Report on service quality standards, identify root causes and propose permanent resolutions to avoid recurrence.
• Ensure that customer feedback loops are effective and efficient, and the 4 voices are measured/analysed to beat industry standards.
• Conduct Industry / Pear research to checkmate where we are vs industry or global standards.
• Collaborate with internal stakeholders, including customer-facing teams, to ensure that CX Experience business needs are met.
• Develop and maintain professional relationships with all stakeholders.
• Communicate CX governance frameworks and policies to stakeholders as approved.
• Through the continuous improvement function, identify opportunities for continuous improvement in CX governance frameworks, policies, and procedures.
• Collaborate with internal stakeholders to design and implement improvements.
• Ensure that CX governance frameworks remain aligned with organisational objectives and regulatory requirements.
• Through the Quality assurance role in the CX governance function, ensure that the highest service standards are maintained across all value chains of interaction, both for internal and external customers.
• Frequently conduct customer engagement channels assessment to ensure 99.9% reliability and accessibility.
• Conduct service measurement standards across the organisation periodically and report outcomes to the Head, CX for management action.
• Lead and manage the daily functions of the specialist functions in the CX Governance structure.
• Provide coaching, guidance, and development opportunities to team members.
• Ensure that the CX governance team is aligned with organisational objectives and CX strategic initiatives.
• Align with the organisational culture, process and compliance standards.

Qualification/Experience Requirement(s):

• Bachelor’s Degree with a minimum qualification of a second class upper
• Membership of any relevant professional body
• Minimum of 7 years experience in a similar role

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