Quality Assurance Officer at Stanbic IBTC

Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars – Corporate and Investment Banking, Personal and Business Banking and Wealth Management.
Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria.

We offer all our clients a wide range of personal & commercial banking products through over 180 branches spread across every state in Nigeria and our online banking platforms.
We offer current, savings, and domiciliary accounts; personal loans, vehicle and asset finance; MasterCard debit cards, Visa credit cards; home loans; internet banking; small and medium scale enterprise (SME) loans and the award-winning *909# MobileMoney.
We cater for both individuals and businesses through carefully designed retail and business banking products. We also offer self-service channels powered by sophisticated technology to bring convenient banking to customers.
Our clients can also get custodial services through Stanbic Nominees Nigeria Limited, our custody arm and non-pension asset custodian, acting in a nominee capacity for clients’ transactions in securities and other investments.
We are a key player in financial inclusion and are poised to take banking to the doorsteps of our customers; taking care of the banking needs of different categories of persons and businesses.Job Description

The Quality Assurance Officer will be responsible for monitoring, evaluating, and improving administrative processes, services, and outputs.
The role ensures compliance with policies, service standards, internal controls, and regulatory requirements while championing continuous improvement initiatives that enhance stakeholder satisfaction and operational efficiency.

Key Responsibilities

Conduct periodic reviews of administrative processes to ensure compliance with approved policies, procedures, and service standards.
Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Identify process gaps, non-compliance issues, and recommend corrective actions.
Review workflows to identify opportunities for process optimization and automation.
Conduct root cause analysis of service failures, complaints, and operational errors.
Monitor vendor performance against agreed service standards and contractual obligations.
Support internal and external audits through effective documentation and reporting.
Ensure administrative procedures, SOPs, and policies remain current and properly documented.
Collect and analyze stakeholder feedback to improve service delivery.
Prepare quality assurance reports, dashboards, and performance analytics.
Support quality awareness initiatives and staff training on compliance requirements and service excellence.

Qualifications

Bachelor's Degree in Business Administration, Economics, Accounting, Management, or a related discipline.

Experience Required:

3 years experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement, or Facility Management.
Strong analytical, reporting, and problem-solving skills.
Working knowledge of quality management principles and operational excellence practices.
Knowledge of SAP or other procurement/enterprise systems.
Understanding of corporate governance, compliance, and audit frameworks.
Knowledge of the pension, financial services, or related sectors will be an advantage.

Additional Information:
Behavioural Competencies:

Interacting with People
Interpreting Data
Providing Insights
Team Working
Upholding Standards

Technical Competencies:

Data Management (Administration)
Project Management (Project Mgmt)
Quality Control
Quality Management