Total Quality Management Officer at Abbey Mortgage Bank Plc
Home ownership is a priority for most Nigerians. However, the accessibility has remained a dream for a significant proportion of the population due to limited sources of suitable financing and limited access to affordable housing. Abbey Mortgage Bank Plc is offering through its involvement in the housing and mortgage sectors to make this dream a reality. Abbey Mortgage Bank Plc is the premier, largest and most profitable, non-aligned Primary Mortgage Bank in Nigeria. Abbey is one of the seven national Primary Mortgage Banks (PMB) licensed by the Central Bank of Nigeria and Federal Mortgage Bank of Nigeria (FMBN). The recent recapitalization exercise saw the down size from 105 mortgage banks to only 34 now surviving. We not only emerged successfully capitalized but one of the few that also met our National obligation as well as amongst the public liability companies. Abbey Mortgage Bank Plc focuses on providing economical housing units for interested home seekers/developers/cooperatives who desire a well-structured mortgage offer. Further to this, we also keep our customers abreast with financial activities as well as provide high quality customer service.
Key Responsibilities
Support the rollout of Abbey's service excellence standards.
Conduct customer journey reviews and process improvement activities.
Conduct quality checks, standards reviews, and readiness assessments.
Monitor compliance with checklists, SLAs, and corrective action plans.
Track service gaps, recurring issues, and process. defects.
Support root-cause analysis and follow through to closure.
Prepare quality dashboards, scorecards, and management reports.
Requirements:
3-5 years' experience in TQM, quality assurance, customer experience (CX), process improve- ment, audit, control, operations, or compliance. Good first degree in a relevant discipline.
Strong analytical, documentation, and reporting skills.
Good knowledge of Excel, PowerPoint, and Visio.
Good knowledge of Quality Management Sys- tems (ISO 9001:2015) standards.
Excellent attention to detail and follow-through.
Banking or financial services experience is an advantage.