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:
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
