Stanbic IBTC Bank Nigeria Latest Job Vacancy: Recruitment for Associate/Analyst Capital Markets

POSITION: ASSOCIATE/ANALYST, CAPITAL MARKETS

JOB CODE:  ID7329

JOB LOCATION: Nigeria

DIVISION GLOBAL MARKETS: Debt Capital Markets

POSITION CATEGORY: Capital Markets

EMPLOYMENT TYPE FULL TIME: Permanent

SHIFT: No

REGULATORY APPROVAL: Yes

DIVISION PROPOSITION:

Standard Bank Group is Africa’s largest bank by assets. The Group delivers banking and related financial services that help strengthen Africa’s connections to key markets, and in turn enhance those markets’ connections to Africa. Standard Bank Group has wide representation that spans 17 African nations and 13 countries outside of Africa. The Group has more than 1 000 branches on the African continent and representation in key global financial centres.

The Group’s 53 000 employees around the world deliver a complete range of services across personal and business banking, corporate and investment banking and wealth management. Standard Bank’s Corporate Investment Banking division offers its clients banking, trading, investment, risk management and advisory services to connect selected emerging markets to Africa and to each other. It has specific global sectoral expertise, particularly in natural resources, with value propositions in: mining and metals; oil and gas; power and infrastructure; and telecoms and media.

POSITION DESCRIPTION:
 

MAIN PURPOSE OF THE JOB:

Provide analytical support for origination and execution of equity and debt capital market transactions in Nigeria, whilst contributing towards development of the Standard Bank Group’s ECM/DCM franchise.

• Business area responsibility;- Assist in origination of ECM/DCM mandates with corporate entities, supra nationals, sub-nationals and related entities,
• Specific transaction responsibility; Assist with packaging compelling client proposals and pitches and provide pitching and execution support to team leads,
• Ability to interact credibly with team members and make effective contribution towards achievement of deliverables is key,

• Origination responsibility; Provide early stage analytical and pre-screening support for target clients, evaluate transaction feasibility, perform credit analyses and equity valuations, identify business opportunities and mandate leads;

• Interaction with the various Global Markets credit / equity structuring solutions and sales platforms, in order to incorporate derivative applications or structured solutions within a debt or equity financing structure (structured capital markets),
• Formation of close working relationships with other teams in CIB: e.g. Financial Advisory, Coverage, Distribution and Sales, Global Structuring Group, etc.

KEY RESPONSIBILITIES:

• Provide early stage analytical and pre-screening support for target clients, evaluate transaction feasibility, perform credit analyses and equity valuations, identify business opportunities and mandate leads, and assist with packaging compelling client proposals and pitches,
• Create and maintain database of key investors in order to monitor and understand the type of products that can be distributed to them,
• Prime responsibility / ownership for all pitch books and investor marketing materials, modelling inputs, and contribution towards drafting of Offer Documents.

KEY PERFORMANCE MEASURES:

• Quality of execution support provided on transactions,
• Quality of analyses, valuations, research and reports completed,
• Implementation of new ECM/DCM product initiatives and structured solutions,
• Ability to benefit and apply training towards work assignment, and demonstration of personal development,
• Ensuring integrity of files and record keeping for audit and compliance purposes.

KEY DIMENSIONS OF THE JOB:

• Ability to ensure continuous improvements in pitch books and marketing materials, financial models and databases, in line with evolving market practise,
• Strong analytical and quantitative background to support structuring,
• Demonstrate strong research capabilities and use of information platforms (Bloomberg, Cap IQ, Reuters, Factiva, etc.),
• Extremely detail oriented and ability to multi-task,
• Ability to communicate effectively with colleagues.

IMPORTANT RELATIONSHIPS:

• Coverage / Relationship Managers,
• Global Markets teams,
• IB Business Development Directors,
• Distribution team,
• Credit,
• Risk and Compliance,
• Legal.

REQUIRED SKILLS & QUALIFICATIONS:

Knowledge:

• Analytical and quantitative background,
• Basic company valuation and credit analysis.

PERSONAL COMPETENCIES:

• Team player,
• Effective communication skills.

REQUIRED COMPETENCIES:

Experience:

• Experience as an analyst from similar corporate finance / consulting background.

HOW TO APPLY:

CLICK HERE TO APPLY FOR JOB ONLINE

Standard Bank of Nigeria Plc Latest Job Vacancies: Recruitment for CDD / Periodic Review Officer

POST TITLE:   CDD / Periodic Review Officer

JOB ID: 299017

JOB FUNCTION: Technology & Operations

LOCATION: Nigeria – SCB

FULL/PART TIME: Full-Time

REGULAR/TEMPORARY: Permanent

JOB DESCRIPTION:

• To ensure periodic review is carried out on all accounts in line with the DOI,

• To ensure all accounts in the trigger review report is reviewed in line with the DOI,

• Ensure adequate CDD and AML measures are deployed in line with the Group.

REGULATORY REQUIREMENTS:

• To ensure workflow is reviewed periodically to improve efficiency and control.

• To provide guidance to operational staff in the form of up-to-date procedures/user guides.

KEY ROLES & RESPONSIBILITIES:

ACCOUNT PERIODIC REVIEW AND CDD QA:

• To Receive the monthly emlps report on accounts for trigger review,

• To Pick up EOM report on accounts due for Periodic Review,

• To ensure evidence of review is maintained in customer’s file,

• To ensure that findings from periodic review is captured on the MDTS and updated when regularized by the branch.

MANDATORY DAILY VOLUMES:

• To maintain their daily statistics and volume and Metrics Database for the unit.

OFAC SDN UPDATE,

• Review updated list of sanction entities and cross check whether SCBN has any account or holds funds in the name on the list.

DEFFERALS

• To ensure the list of accounts with deferral is maintained and treated in line with CDD guidelines,

• To handle communication to branches were deferral in place is expired and ensure missing documents(s) is provided immediately or account is closed,

• To supervise and ensure that document is filed appropriately upon submission and status updated in the deferral database,

• Where a deferral is expired, to ensure communication is forwarded to concerned branch and flagged for closure. The account must also reflect in the KYC deficiency report until regularized or closed.

REPORTS:

Provide periodically for MIS reports on Accounts Services functions for review by the various businesses.

DAILY REPORTS:

• Outstanding CDD defficient accounts.

WEEKLY:

• Document deficiency report,
• Accounts with Expired defferals,

MONTHLY:

• Deferrals: Number of accounts with outstanding and expired deferrals,
• KCSA checks for Account Services,
• KPI and capacity Utilization for Account services.

EDUCATIONAL QUALIFICATIONS & SKILLS:

• University Degree in relevant field.
• A knowledge of banking practices with relevant working experience in account opening unit.
• A good working knowledge of risk management.
• Must be customer-oriented, as a primary responsibility is to ensure that the unit provides a high standard of customer service.
• Good inter-personal and management skills.
• Ability to learn quickly and manage the operation of computer systems.
• Microsoft skills – Spreadsheets and word processing.
• Good organization skills.

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

DIVERSITY & INCLUSION:

• Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise.

MODE OF APPLICATION & APPLICATION DEADLINE:

To apply, visit http://www.standardchartered.com/careers/professional-hires/index.html

and click on Professional Job Search and select job functions as “Consumer Banking” and location and “Nigeria-SCB” and click search to apply

When the list of available jobs position Standard Bank of Nigeria show, click on this job title: CDD / Periodic Review Officer to apply

Current Bank Jobs Vacancies in Umuahia: Stanbic IBTC Bank

Manager, Service Centre (Branch Manager) – UMUAHIA
 

Job ID7174
 

Location Nigeria
 

Division Personal and Business Banking
 

Position Category Customer Relationship Management
 

Employment Type Full Time – Permanent
 

Shift No
 

Regulatory Approval Yes

Position Description
 

JOB PURPOSE:
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 centres. 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.

KRAs
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 actioned.
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.

Legislative compliance

In terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a Representative of an Authorised Financial Services Provider.
In your current position you are not an accredited Representative in terms of FAIS and are therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.
In your position as a non Representative staff member you may, however, operate in a FAIS position and sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy a financial product as defined in FAIS
Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

Management of responsive sales

Develop sales plans to achieve responsive sales targets for the centres.
Manage the sales tracking system and provide feedback and coaching to the team.
Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
Drive the lead referral system.
Coach the responsive sales team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.

Management of credit and operational risk

Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
Ensure irregularities highlighted in routine control reports are attended to.
Co-ordinate the checking of centre tellers/treasury/blank forms.
Complete monthly centre housekeeping checklist.
Report premises/equipment issues to regional operations.
Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
Ensure that levels of authority and limits of access to information/systems are adhered to.
Ensure that all routine controls relating to new business are effectively applied.
Ensure compliance with OHS (Occupational Health and Safety) requirements

People management

Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
Ensure that equity requirements are met and transformation initiatives supported.
Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
Costs contained within budget.
Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.
Increased cross-selling ratios.
Effective migration of customers/transactions to more appropriate channels.
Requisite stationery and cash supplies held.
Effective, customer-orientated telephone management.
Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
Staff effectiveness and motivation
Postive findings of Inspection Compliance reports
Required Skills and Qualifications
 

KNOWLEDGE:
Minimum of a 2.2 B.Sc degree in any relevant course.
Through knowledge and understanding of market segmentation and management.
Knowledge of Personal and Business Banking products and services.
Knowledge of the country’s Personal and Business Banking Strategy.
Knowledge of sales and marketing theory and principles.
Knowledge of business and financial management principles and practice, including business economics.
Knowledge of risk management and credit principles.
Knowledge of the bank system.
Knowledge of branch transaction processes.
Knowledge of distribution channels.
Knowledge of human resources principles.

EXPERIENCE:
Maximum of 5 years and a minimum of 3 years experience within relationship management and sales or branch banking experience.
A seasoned Banker with wide banking experience.
Experience in managing a diverse range of people and activities are essential.
 

CLICK HERE TO APPLY ONLINE

Standard Bank Latest Jobs in Nigeria: Recruitments for Business Banker (Calabar)

DIVISION PROPOSITION:

 
Work with Standard Bank and join a dynamic team of professionals proud to be voted the Best Bank in Africa for three years running. Our core values of service and innovation are at the heart of our business, and our global workforce benefits from our unique culture of empowerment and independence, enabling us to maintain competitive advantage in the world’s premier financial markets

POSITION DESCRIPTION:

PURPOSE OF JOB:

• 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.

KEY ACCOUNTABILITIES/KRA:

• 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.

• Explain credit loan facility options and qualifying criteria to customers.

• Support customers in the completion of credit application information requirements e.g. personal balance sheets, cash flow statements, financial statements and management accounts.

• Process scored credit applications within the confidential limit of authority and BRI scores.

• Notify customers regarding the approval of credit loan facilities.

• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act license categories.

• Adhering to record keeping requirements as outlined by CBN and the Nigeria Financial Intelligence Unit (NFIU).

 

REQUIRED SKILLS & QUALIFICATIONS:

 

EDUCATIONAL QUALIFICATIONS:

• Minimum of a degree from a reputable University

PERSONAL SKILLS:

• Leadership and assertive skills
• Conceptual, Innovative and Analytical
• Customer-service oriented
• Excellent verbal communication skills
• Good presentation and negotiation skills
• Organized and Result-oriented
• Socially Confident: Enjoys meeting people, puts people at ease, is good with words and knows what to say (even when communicating disagreeable information).
• Persuasive: Enjoys selling and negotiating, changes the opinions of others, is convincing with arguments.
• Critical: Good at probing the facts, challenges assumptions, sees disadvantages.
• Innovative: Generates ideas, shows ingenuity and design solutions within product parameters.
• Systematic: Likes to get every detail right, methodical and organized, precise, accurate, neat and tidy with paperwork.
• Conscientious: Completes jobs, plans and sticks to deadlines and perseveres with routines.
• Resilient: Maintains enthusiasm despite setbacks, is rarely upset by criticism, and is emotionally restrained.
• Displays empathy and helpfulness towards others.
• Integrity and honesty is regarded as crucial and not negotiable.
• Drive
• Results orientated: Strongly motivated to compete and achieve impressive results, strives to improve, has a “can do” attitude and enjoys challenges.

REQUIRED COMPETENCIES:

 

WORK EXPERIENCE:

• Minimum of 3 years relevant experience in Banking preferably in relationship/transactional banking.

TECHNICAL COMPETENCIES:

• Business Assistant experience to the Business Manager is ideal. Previous experience within the personal/ consumer banking environment as a Customer Consultant/ Personal Banker and/or Enquiries Officer is preferable.
• This experience provides an understanding of how to interact with and sell to personal banking customers, how to open bank accounts, as well as how the principles of scored lending are applied in practice.
• Experience in Credit origination.
• Previous experience running a small business.

We are an equal opportunities employer and are totally opposed to discrimination in any form. It is our policy to provide equal employment opportunities for all employees regardless of race, sex, colour, nationality, national or ethnic origin, sexual orientation, marital / partnership status, religion, age or disability.

 

HOW TO APPLY:

 

Interested and qualified applicants should follow the link below to apply.

 

CLICK HERE TO APPLY ONLINE

Standard Chartered Bank Job: Vacancies for International Payments Manager and Customer Research VOC

Standard Chartered Bank Job: Vacancies for International Payments Manager and Customer Research VOC

POST TITLE:   International Payments Manager

JOB ID: 277537
 

JOB FUNCTION:  Technology Operations
 

LOCATION:  Nigeria – SCB
 

FULL/PART TIME:  Full-Time
 

REGULAR/TEMPORARY:  Permanent
 

JOB DESCRIPTION:

The role is International payments Manager who should be responsible for handling and making decisions regarding daily operational activities relating to International Payment transactions in compliance with operational procedures and regulatory controls. The also includes establishing the strategic direction of International payments Unit, which reflects the business goals of the Bank in line with customer needs.

KEY  ROLES RESPONSIBILITIES:

PAYMENTS:

 
1. Handles and makes decisions regarding daily operational activities relating to International Payment transactions in compliance with operational procedures and regulatory controls,
 

2. Establish the strategic direction of International payments Unit, which reflects the business goals of the Bank in line with customer needs,
 

3. Process all foreign currency clearing transactions in compliance with operational procedures and regulatory controls,
 

4. Manage and maintain relationship with the CBN and other regulatory bodies,
 

5. Conduct call-back confirmation for all foreign currency transactions processed in accordance with agreed country threshold limits and subject to delegated authority limit,
 

6. Ensure even flow of international outward payments to the hub and that all relevant details have been accurately captured on DOTOPAL,
 

7. Ensure all transactions are properly indexed and scanned to the HUB through FILENET,
 

8. Establish performance goals for the international payments team and ensure tracking against performance for continuous improvement,
 

9. Co-ordinate with both local and group systems support on all projects and initiatives related to international payments systems and processes to ensure customer and business interests are properly represented,
 

10. Motivate and encourage team to ensure improved productivity within the department.
 

11. Undertake all relevant Key Control and process risk assessment reviews.

SERVICE:

 
1. Communicate with branches to ensure speedy forwarding of OTT documents to meet the standard processing deadlines,
 

2. Provide appropriate support in interpretation and tactical implementation of all relevant policies, product programs and guidelines initiated by wholesale bank,
 

3. Track and monitor HUB performance against SLA,
 

4. Ensure all queries logged in relation to foreign currency transactions are prompted fixed from root cause.

DAILY REVIEW AND INVESTIGATION (NOSTRO / SUSPENSE ACCOUNTS

•   Daily review of outstanding Items on both Nostro and suspense accounts ensure no aging of items over 5 days.

OTHERS:

1. Provides input to the development and enhancement of International payment products especially as it relates to systems and procedures,
 

2. Reviews internal systems to seek ways of improving processes to ensure smooth workflows,
 

3. Roll out initiatives for process automations to improve workflow, build scalability and reduce cost,
 

4. Assist Tech and Ops to create and maintain a compliance culture through sample testing of compliance monitoring undertaken as RP, training, periodic self assessments, generating accurate and timely reports, compliance monitoring plan, assessment of regulatory risks and ensure that controls exist to mitigate them,
 

5. Assist the compliance function by communicating effectively internal policies/guidelines and regulatory requirements, proactively alerting compliance issues, implementing departmental operating instructions to ensure compliance with internal policies and external regulatory requirements and coordinate in regulatory inspections.

EDUCATIONAL QUALIFICATIONS SKILLS:

1. Degree plus 5 years banking experience in banking operations,
 

2. Good knowledge of CBN foreign currency regulations and controls,
 

3. In-depth knowledge of SCB’s Payment policy and guidelines,
 

4. Excellent written and verbal communications,
 

5. Good analytical skills to analyse, interpret, resolve and change workflow and improve productivity,
 

6. Ability to identify, analyse and manage operational risks,
 

7. Good PC skills – word processing and spreadsheets,
 

8. Adaptable and flexible,
 

9. Independent and innovative,
 

10. Strong Leadership skills/potential.
 

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

DIVERSITY & INCLUSION:

 
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

JOB TITLE:   Customer Research VOC

JOB ID: 278940
 

JOB FUNCTION: Consumer Banking
 

LOCATION: Nigeria – SCB
 

FULL/PART TIME:   Full-Time
 

REGULAR/TEMPORARY:   Permanent
 

JOB DESCRIPTION:

 
Championing the Voice of Customer initiatives, develop interventions to improve service Quality, drive a Strong service culture and hence improve sales and retention.

KEY ROLES RESPONSIBILITIES:

1. Customer Charter Champion –

i. Working closely with HR and Distribution to drive the Customer Charter launch to frontline
 

ii. Generates internal understanding and alignment of the Charter, use the Charter as a platform to standardize and align our existing business metrics www.naijajobslink.com
 

iii. Tracking of the Customer Charter key metrics
 

iv. Action plan tracking and coordination with segment and products to deliver customer charter improvements for 2010.

2. Treating Customers Fairly Champion

i. Clear objective to drive the Bank’s culture to behave fairly when dealing with customers;
 

ii. Drive culture – TCF messages, training and frontline understanding for implementation
 

iii. TCF initiatives TCF MI reporting – Monthly MI submitted and analysis of our TCF customer risks highlighted for VOC actions

3. Drive Net Promoter Score Improvement and action plans

i. Ensure research projects are tracked to schedule.
 

ii.Ensure the data exchange is done as per the agreed terms and conditions. Ensure proper MIS is maintained of the data shared with the outsourced agency and internally in the SCB. Timely submission of VOC reports and MIS.
 

iii. Use of VOC sources (Probe, TNS, Complaints) to identify key issues overall, by country and product/process (focus on incidence/impact)
 

iv. Synthesize these findings and communicate to stakeholders in countries, value streams and support areas including T+O, HR and Marketing for action.
 

v. Track key program actions to deliver solutions to systemic issues impacting customer satisfaction.
 

vi. Track and report progress of improvement activities to stakeholders including CB Manco.
 

vii. Coordinate annual Market Probe country plans – Top 3 fixes for products and channels.

4.VOC Forum Service Actions Review – Joint ownership of VOC actions

i. Lead in tracking analysis of VOC solicited from CSS, Market Probe complaints, providing an integrated insight on CB performance service and recommendations derived from VOC surveys.
 

ii. Country VOC forum conducted monthly. VOC Forum agenda to cover
 

iii. TCF Key Customer Risks www.naijajobslink.com
 

iv. Market Probe Review of action plans CSS Monthly Review
 

v. Complaint Analysis Root Causes
 

vi. High Priority Complaints and resolutions
 

vii. Provide decisions on the matter of review of procedures and key controls.
 

viii. Follow-up action champion arising from non-conformance with Service Standards.

5. Driving A Service Culture and Global Best Practices

i. Implement global practices and policies within country
 

ii. Be part of global projects to enhance process standardization
 

iii. Ensure service standards are in line with competitive benchmarks. Monitor performance against standards and provide feedback to the Senior Management. To ensure through appropriate designed audits and checks, the continual adherence to agreed service standards.
 

iv. Produce required MIS reports on incidence levels, areas of concerns for each Product/ unit/department. All MIS/Reports to be as per Group requirements and presented timely
 

v. Create service delighters and internal customer recognition programs

KEY VOC METRICS
 

1.Customer Charter – Overall and segment specific proofpoint targets
 

2.TCF Key MI and metrics
 

3.NPS Score and targets

EDUCATIONAL QUALIFICATIONS SKILLS:

 
1. Post-graduate qualifications in Business/ Marketing desirable,
 

2. 10 – 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service,
 

3. Extensive knowledge of credit cards, banking products and operations working knowledge of technology process management,
 

4. Working Experience across Product, Research and analytics,
 

5. Partnership and relationship management skills to create value in a complex structure spanning various organisation levels,
 

6. Project management skills to conceptualise, test, implement and deliver,
 

7. High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing strong “people” skills.

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

HOW TO APPLY:

To apply, visit http://www.standardchartered.com/careers/professional-hires/index.html

and click on Professional Job Search and select job functions as “Consumer Banking” and location and “Nigeria-SCB” and click search to apply

When the list of available jobs position Standard Bank of Nigeria show, click on this job title:International Payments Manager or Customer Research VOC to apply

Standard Chartered Bank Job: Vacancy for BCOT Positions

Standard Chartered Bank Job: Vacancy for BCOT Positions

POST TITLE:   BCOT POSITIONS
 

JOB ID:  277302
 

JOB FUNCTION:  Consumer Banking
 

LOCATION: Nigeria – SCB
 

FULL/PART TIME:  Full-Time
 

REGULAR/TEMPORARY:    Permanent

JOB DESCRIPTION:

1. Sales of WM products,
 

2. Sales of SME products,
 

3. Sales of Lending products,
 

4. Relationship management.

KEY ROLES RESPONSIBILITIES: 

1. Source NTB customers:   Ensure quality of accounts meets SCB requirements, 

2. Maintain and manage relationship with customers:   Ensure documentations are completed within the approved TAT.

QUALIFICATIONS SKILLS:   B Sc University degree (2:2 Minimum).
 

1. Relationship management skills,
 

2. Sales experience will be an advantage,
 

3. Effective communication skills.

4. In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

Diversity Inclusion Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

HOW TO APPLY:

To apply, visit http://www.standardchartered.com/careers/professional-hires/index.html

and click on Professional Job Search and select job functions as “Consumer Banking” and location and “Nigeria-SCB” and click search to apply

When the list of available jobs position Standard Bank of Nigeria show, click on this job title: BCOT POSITIONS to apply