POST TITLE: SERVICE CENTRE MANAGER (Abuja)
JOB REFERENCE: ID7133
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB RESPONSIBILITIES:
Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre. To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs. Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls. Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
KEY ACCOUNTABILITIES:
CUSTOMER SERVICE:
JOB REFERENCE: ID7133
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB RESPONSIBILITIES:
Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre. To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs. Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls. Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
KEY ACCOUNTABILITIES:
CUSTOMER SERVICE:
- Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments,
- Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels,
- Ensure that the centres strive for continuous service improvement,
- Convene regular customer discussion forums and action the results,
- Maintain awareness of serious customer complaints and attend to resolution,
- Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and action,
- Ensure efficient, customer-orientated telephone procedures,
- Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
- Ensure BST schedule adherence for all reporting Service Centres.
POST TITLE: Business Banker (ABUJA)
JOB REFERENCE: ID7140
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Corporate Banking
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB RESPONSIBILITIES:
JOB REFERENCE: ID7140
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Corporate Banking
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB RESPONSIBILITIES:
- To provide a basic, branch-based business banking sales and service facility to a portfolio of small business customers requiring uncomplicated and standardized financial product solutions
- Explain, promote and sell a range of appropriate Stanbic IBTC product offerings and solutions that meet the financial needs of small business customers,
- Selling includes acquiring and opening new business accounts (walk-in customers),
- Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations),
- Identifying sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking (Business Online); Card; etc,
- Mining existing customer data to identify expansion and/or additional business opportunities.
- Identifying opportunities to migrate top-end customers,
- Providing a central “no-frills” (information/ query handling) service point for a portfolio of small business customers,
- Performing a liaison role between customers and back – office service fulfillment and credit functions.
- Interacting with clients and conducting needs analyses to assist clients to better understand their financial requirements,
- Accurately and efficiently processing customer mandates/ documentation requirements for banking facilities,
- Educating clients regarding the parameters and routine procedures governing standard SME product and service offerings to ensure the correct customer behavior and product usage,
- Advice given to customers should benefit both the customer and Standard Bank. Wrong and unprofitable customer behavior should not be encouraged.
POST TITLE: SERVICE CENTRE MANAGER (Kaduna)
JOB REFERENCE: ID7137
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB REFERENCE: ID7137
LOCATION: Nigeria
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
JOB RESPONSIBILITIES:
CUSTOMER SERVICE:
- Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre,
- To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs,
- Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls,
- Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
CUSTOMER SERVICE:
- Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
- Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
- Ensure that the centres strive for continuous service improvement.
- Convene regular customer discussion forums and action the results.
- Maintain awareness of serious customer complaints and attend to resolution.
- Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and action,
- Ensure efficient, customer-orientated telephone procedures,
- Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity,
- Ensure BST schedule adherence for all reporting Service Centres,
- Management of service improvement,
- Manage the customer problem resolution process and ensure the accurate logging of information,
- Set and monitor turn-around times for resolving customer queries and complaints.
- Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals),
- Ensure that service measurement is maintained and action adverse trends,
- Implement service recovery to facilitate customer retention.
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