Head, Service Support at Stanbic IBTC Bank - Lagos

Job Title: Head, Service Support - Lagos

Job ID: 12547
Location: Lagos, Nigeria

Position Description
Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

Key Accountabilities/KRA

• Risk control, compliance, safe custody and physical security procedures in place and adhered to.
• Operational losses, revenue, expenditure, cash holdings, blank forms and headcount within agreed budgets and projections.
• Sales, cross-selling and migration targets met.
• Efficient voucher flow.
• Accurate vouchers and documentation.
• Customer queuing times within limits as a result of efficient service.
• Turn-around times for customer problem resolution, new accounts, account maintenance, ATM cards etc. in terms of standards.
• Low numbers of exceptions reflected on data clean-up report.
• Positive findings of Internal Audit inspection reports and Compliance teams.
• Satisfied and well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) and Customer Satisfaction Survey (CUSSATS) ratings.
• Subordinate effectiveness and motivation.

Required Skills and Qualifications
Educational Qualifications:

• Minimum of a first degree
• Institute of Bankers or related qualification would be an advantage.

Personal Skills

• Good verbal communication skills required for explaining banking procedures.
• Ability to convey factual information clearly.
• Ability to listen and probe effectively to determine customers’ real needs.
• People management skills, including teambuilding, motivation and team goal planning.
• Assertive - able to manage conflict, stand by principles and put forward ideas despite opposition.
• Resilient – able to retain optimism despite setbacks and not take criticism personally.
• Ability to remain calm and focused under pressure.
• Methodical, accurate, pays attention to detail.
• Results-orientated, adheres to turn-around times/deadlines.
• Customer service-orientated, diplomatic, tolerant and helpful to others.
• Able to maintain relationships even when communicating disagreeable information to customers.
• Team player – approachable, ability to share with others.
• Self-motivated and energetic.
• Integrity and honesty.

Required Competencies
Work Experience

• 5 Years branch banking experience, with exposure to all areas under control.
• People management experience.

Technical competencies:

• Institute of Bankers or related qualification would be an advantage.
• Sound knowledge of bank’s laid-down policies and procedures relating to all areas under control.
• Knowledge of the NDS System in relation to own area of responsibility
• Knowledge and understanding of the Area sales and service strategies.
• Thorough knowledge and understanding of local target market profiles.
• Thorough knowledge of the products and services applicable to the local market/s.
• Knowledge of the Code of Banking Practice.
• Knowledge of Managing Local Market sales principles.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.