About the Role
Abbey Mortgage Bank Plc, Nigeria's premier and most profitable non-aligned Primary Mortgage Bank, is seeking a diligent and analytical Total Quality Management Officer to join our team. This role is central to embedding a culture of service excellence, process discipline, and continuous improvement across the bank's operations, ensuring that customers consistently receive high-quality, reliable, and compliant service.
As a licensed Primary Mortgage Bank under the Central Bank of Nigeria and the Federal Mortgage Bank of Nigeria, Abbey Mortgage Bank Plc has established itself as a trusted name in affordable housing finance. Having emerged successfully capitalized following the sector's recapitalization exercise, we remain committed to delivering economical housing solutions and top-tier customer experiences to home seekers, developers, and cooperatives across Nigeria. The Total Quality Management Officer will play a key role in monitoring service standards, identifying process gaps, and supporting corrective actions that enhance operational efficiency and customer satisfaction.
Key Responsibilities- Support the rollout of Abbey's service excellence standards across all customer touchpoints.
- Conduct customer journey reviews and lead process improvement activities.
- Carry out quality checks, standards reviews, and readiness assessments across departments.
- Monitor compliance with checklists, service level agreements (SLAs), and corrective action plans.
- Track service gaps, recurring issues, and process defects to inform continuous improvement.
- Support root-cause analysis initiatives and ensure issues are followed through to closure.
- Prepare quality dashboards, scorecards, and detailed management reports for stakeholders.
- 3-5 years' experience in Total Quality Management (TQM), quality assurance, customer experience (CX), process improvement, audit, control, operations, or compliance.
- A good first degree in a relevant discipline.
- Strong analytical, documentation, and reporting skills.
- Good working knowledge of Excel, PowerPoint, and Visio.
- Good knowledge of Quality Management Systems, particularly ISO 9001:2015 standards.
- Excellent attention to detail with strong follow-through on tasks and initiatives.
- Banking or financial services experience is an advantage.
- Opportunity to work with Nigeria's largest and most profitable Primary Mortgage Bank.
- Exposure to industry-leading quality management practices and standards.
- Collaborative work environment focused on professional growth and development.
- Competitive remuneration package commensurate with experience.