An evaluation of human resource recruitment strategies on service delivery in banking: a case study of Union Bank of Nigeria
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Background of the Study
Effective human resource recruitment is essential for ensuring high-quality service delivery in the competitive banking sector. Union Bank of Nigeria has implemented innovative recruitment strategies, including digital recruitment platforms, competency-based assessments, and targeted outreach programs, to attract skilled professionals (Ogunleye, 2023). These strategies aim to build a robust workforce that is equipped to handle modern banking challenges, thereby enhancing overall service quality. The bank’s approach emphasizes not only technical proficiency but also cultural fit and customer orientation, which are critical for delivering personalized financial services. Digital recruitment tools enable faster processing, improved candidate screening, and data-driven decision-making, resulting in a more dynamic and efficient hiring process (Afolabi, 2024).
Despite these advancements, challenges such as talent mismatches, high turnover rates, and evolving skill requirements persist, affecting service delivery. The rapidly changing technological landscape necessitates continuous adaptation of recruitment practices to ensure that the bank’s human capital remains competitive. This study will evaluate the effectiveness of Union Bank’s recruitment strategies by analyzing hiring metrics, employee performance data, and customer service outcomes. The findings will provide insights into how recruitment practices influence service delivery and suggest improvements to optimize human resource management in the banking sector (Ibrahim, 2025).
Statement of the Problem
Union Bank of Nigeria faces challenges in translating its innovative recruitment strategies into consistently high-quality service delivery. Despite the adoption of digital recruitment tools and competency-based assessments, gaps remain in aligning candidate skills with job requirements. Talent mismatches and high employee turnover have resulted in service disruptions and customer dissatisfaction (Olubunmi, 2023). Additionally, the rapid evolution of banking technologies requires that recruitment practices continuously adapt to attract candidates with the latest skills. Inefficient onboarding processes and inadequate training further exacerbate the problem, leading to delays in achieving full operational efficiency. These issues indicate that while the bank’s recruitment strategies are modern and forward-looking, there is still a disconnect between recruitment outcomes and service performance. This study aims to identify the key factors contributing to this disconnect and propose targeted improvements that can enhance both recruitment effectiveness and service delivery.
Objectives of the Study
– To evaluate the effectiveness of current recruitment strategies at Union Bank of Nigeria.
– To identify factors influencing the alignment between recruitment outcomes and service delivery.
– To recommend improvements to optimize recruitment processes and enhance service quality.
Research Questions
– How effective are current recruitment strategies in attracting qualified talent?
– What challenges hinder the alignment between recruitment and service delivery?
– What modifications can improve the recruitment process to boost service performance?
Research Hypotheses
– H₁: Effective recruitment strategies are positively correlated with improved service delivery.
– H₂: Talent mismatches negatively impact operational efficiency.
– H₃: Enhanced onboarding and training improve service quality outcomes.
Scope and Limitations of the Study
This study focuses on Union Bank’s recruitment practices across its major operational divisions. Data will be collected from HR records, employee performance metrics, and customer service surveys. Limitations include potential self-reporting bias and rapidly changing recruitment trends.
Definitions of Terms
• Recruitment Strategies: Methods used to attract and select new employees.
• Service Delivery: The effectiveness of providing banking services to customers.
• Talent Mismatch: A discrepancy between employee skills and job requirements.
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