1.1 Introduction
A professional secretary is an administrative professional who provides support services such as document management, communication coordination, scheduling, and office management in an organization. in the context of commercial banks, they play a critical role in ensuring smooth operations through effective communication and organizational management (Smith, 2019). in the context of commercial banks, professional secretaries contribute to operational efficiency by streamlining communication between different departments, managing client interactions, and ensuring that regulatory and compliance requirements are met (Johnson & Wicks, 2016). Professional secretaries in commercial banks play a pivotal role in ensuring the smooth operation of banking services and maintaining organizational efficiency. Their responsibilities encompass a wide range of administrative and support functions that are critical to the daily operations of banking institutions.
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitation of the study and Definition of terms.
1.2 Background of Study
The role of professional secretaries in commercial banks has evolved significantly since the early 20th century. Initially, secretarial positions were predominantly administrative, focusing on basic office tasks such as typing, filing, and handling correspondence. in the early days of banking, secretaries played a crucial role in managing physical records and supporting executives with routine administrative duties (Harrison, 2008). in the mid-20th century, as banks began to grow in size and complexity, the role of professional secretaries started to expand. The introduction of office technologies such as typewriters, dictaphones, and early computer systems began to transform administrative functions, allowing secretaries to handle more complex tasks and manage larger volumes of information (Smith & Brown, 2011). During this period, secretaries became more involved in coordinating meetings, managing schedules, and handling sensitive financial information, reflecting their growing importance in banking operations (Jones, 2013).
The late 20th and early 21st centuries witnessed further advancements that significantly impacted the role of secretaries. The advent of personal computers, email, and advanced office software revolutionized banking operations and administrative support. Secretaries in commercial banks began to take on more strategic roles, including project management, compliance monitoring, and high-level executive support (Morris, 2015). This shift was driven by the need for greater efficiency, accuracy, and confidentiality in banking operations as financial institutions faced increasing regulatory demands and competitive pressures (Davis & Thompson, 2016).
In recent years, the role of professional secretaries has continued to evolve with the rise of digital banking and remote work technologies. Today, secretaries in commercial banks are expected to possess a diverse skill set, including proficiency in digital tools, excellent communication abilities, and a strong understanding of banking regulations (Williams, 2019). The role of professional secretaries has undergone substantial transformation over the past few decades, particularly within the context of commercial banks. Traditionally, secretaries were primarily tasked with administrative functions such as typing, filing, and managing correspondence. However, as the banking industry has evolved and become more complex, the scope of the secretary's role has expanded to include a broader range of responsibilities that are integral to the effective operation of banking institutions (Gordon & Graham, 2010).
In commercial banks, professional secretaries are now expected to manage complex scheduling tasks, coordinate communications between departments, handle sensitive financial information, and provide support to high-level executives. These roles are crucial in maintaining the operational efficiency of banks, where accuracy, timeliness, and confidentiality are paramount (Morris, 2012). The increasing reliance on technology has further expanded their roles, necessitating proficiency in various software applications and digital tools that streamline banking operations (Smith, 2014).
The significance of professional secretaries in commercial banks is reflected in their involvement in a wide range of functions including client relations, regulatory compliance, and internal coordination. Their role extends beyond mere administrative support to include strategic functions such as organizing board meetings, preparing reports, and ensuring compliance with banking regulations (Jones, 2015). The effective performance of these duties not only enhances the efficiency of banking operations but also contributes to the overall success and competitive edge of the institution (Roberts & Williams, 2018). The dynamic nature of the banking sector, characterized by rapid technological advancements and shifting regulatory landscapes, has amplified the need for highly skilled professional secretaries. Their ability to adapt to these changes and manage various administrative tasks efficiently is essential for the smooth functioning of commercial banks (Brown & Taylor, 2016). Therefore, in Nigeria where the research was carried out, the activities that was conducted is to explore the evolving role of professional secretaries in commercial banks, highlighting their contributions and the challenges they face in this critical position.
1.3 Statement of Problems
Investigation revealed that the role of professional secretaries in commercial banks is critical, yet it faces several challenges that impact their effectiveness and overall contribution to banking operations. One significant issue is the rapid pace of technological advancements, which requires secretaries to continuously update their skills and adapt to new tools and systems. As banks increasingly rely on sophisticated technologies for operations and customer interactions, secretaries must stay abreast of these changes to perform their duties effectively (Smith & Brown, 2011). Failure to do so can lead to inefficiencies and decreased productivity.
Another problem is the increasing complexity of regulatory and compliance requirements within the banking sector. Professional secretaries are often tasked with ensuring that documentation and procedures comply with various regulations. The growing volume and complexity of these requirements can overwhelm secretaries, particularly if they lack adequate training or resources to manage compliance effectively (Davis & Thompson, 2016). This can result in errors or delays that negatively impact the bank's operations and reputation.
Additionally, the evolving nature of managerial expectations poses a challenge. Secretaries are now expected to perform beyond traditional administrative tasks, taking on roles that involve strategic support, project management, and client interaction. This shift demands a broader skill set and higher levels of competence, which can be difficult to achieve amid ongoing changes in the banking environment (Williams, 2019). The lack of clear guidelines and expectations can lead to role ambiguity and job dissatisfaction among secretaries.
Furthermore, the issue of work-life balance is becoming increasingly pertinent. The demanding nature of the banking industry, coupled with the expectation of immediate responsiveness, can lead to high levels of stress and burnout among professional secretaries. This affects their overall job performance and well-being, making it essential to address these concerns to maintain a productive and healthy work environment (Jones, 2013). It is against the backdrop that this study seeks to address these problems by evaluating the role of professional secretaries in commercial banks.
1.4 Aim and Objectives of Study
The aim of the study is to examine the role of professional secretaries in commercial banks using First Bank PLC Sagamu, Ogun State as a case study. In achieving this aim, the following specific objectives were laid out as follows:
- To assess the impact of professional secretaries on the administrative efficiency of commercial banks.
- To explore the role of secretaries in managing communication within commercial banking institutions.
- To identify the challenges faced by professional secretaries in commercial banks and how these challenges affect their productivity.
- To evaluate how advancements in technology influence the roles and effectiveness of secretaries in commercial banks.
- To determine the extent to which secretarial functions align with the strategic goals of commercial banks.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- How do professional secretaries contribute to the administrative efficiency of commercial banks?
- How do the functions performed by secretaries align with the strategic objectives of commercial banks?
- What role do secretaries play in managing internal and external communication within commercial banks?
- In what ways do technological advancements influence the roles and effectiveness of secretaries in commercial banks?
- What challenges do professional secretaries face in commercial banks, and how do these challenges impact their productivity?
1.6 Research Hypothesis
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
- H01: Challenges faced by professional secretaries negatively impact their productivity and overall performance in commercial banks.
- H02: Professional secretaries significantly contribute to the administrative efficiency of commercial banks.
- H03: Effective communication management by secretaries enhances operational success within commercial banks.
1.7 Significance of Study
The outcome realized from the research findings will be significant to the following stakeholders:
- The study will provide insights into how professional secretaries contribute to the overall efficiency and success of commercial banks.
- It will highlight the value of secretarial roles, offering commercial bank managers and decision-makers a clearer understanding of how secretaries enhance administrative operations, communication flow, and organizational management.
- The findings will be beneficial to policymakers and training institutions by emphasizing the skills and competencies that are most crucial for secretaries in today's banking environment.
- For secretaries themselves, the study will shed light on the evolving expectations of their roles, guiding them towards further skill development and career growth.
- Lastly, the study will contribute to academic research by adding to the literature on the role of secretarial functions in the financial sector, providing a basis for future studies and recommendations.
1.8 Scope of Study
The scope of the research is focused on the role of professional secretaries in commercial banks using First Bank PLC Sagamu, Ogun State as a case study.
1.9 Limitations of the Study
The limitations of this study included several factors that affected the overall research process.
- Insufficient data was a challenge due to the reluctance of some respondents to share detailed information, which limited the depth of analysis.
- Frequent power failure during data collection and processing interrupted the study and delayed progress.
- Delays from respondents, particularly in completing surveys and interviews, resulted in time lags that affected the scheduled timeline of the research.
- Financial constraints limited the scope of the study, restricting access to certain resources and locations that could have provided richer data.
- Additionally, time constraints impacted the ability to conduct a more extensive investigation, as the research had to be completed within a fixed period.
1.10 Definition of Terms
Professional Secretary:
A professional secretary is an administrative professional who provides support services such as document management, communication coordination, scheduling, and office management in an organization. in the context of commercial banks, they play a critical role in ensuring smooth operations through effective communication and organizational management (Smith, 2019).
Commercial Banks:
Commercial banks are financial institutions that provide a range of services, including accepting deposits, providing loans, and offering financial advisory services to individuals and businesses. They are essential in facilitating economic activities by enabling transactions and financial management (Brown & Davis, 2018).
Communication Management:
Communication management refers to the strategic planning, control, and distribution of information within an organization. In commercial banks, secretaries manage internal and external communication, ensuring that information flows efficiently between departments and stakeholders (Jones, 2017).
Administrative Efficiency:
Administrative efficiency involves the effective and organized management of office tasks, procedures, and resources to achieve organizational goals. Secretaries contribute to administrative efficiency by managing schedules, maintaining records, and ensuring timely communication (Williams, 2020).
Organizational Productivity:
Organizational productivity is the measure of how efficiently and effectively an organization utilizes its resources to achieve its objectives. In commercial banks, the productivity of secretaries is vital as their support functions directly influence operational efficiency and service delivery (Morris, 2021).
