Head, Customer Experience at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Sales pofessional to help us fulfil our business objectives and build customer loyalty.

We are recruiting to fill the vacant position of

Job Title: Head, Customer Experience

Job ID: 12628
Location: Lagos, Nigeria

Position Description

• Define, standardize, support implementation, track and continually improve on the Bank’s service delivery through cutting edge initiatives and stakeholder engagement.
• Responsible for the continuous analysis of key service indicators as well as the development and implementation of tactics to close emerging gaps.

Required Skills and Qualifications
Key responsibilities

• Coordination of the activities of the Customer Experience Team
• Support the distribution network to ensure service delivery is in line with predefined Service standards.
• Development of a service measurement matrix to capture all critical service attributes across the group.
• Measurement of service delivery across all customer channels
• Communicate feedback on Service measurement and collaborate with appropriate teams on implementation.
• Track and report all isolated cases of service failures identified within the network and administer appropriate corrective measure to address such.
• Continuously Identify and share best practices across the business
• Ensure that appropriate service training and development programmes are implemented in all branches in line with training accreditation requirements
• Ensure that all service activities are properly communicated throughout all network channels in the country
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Consolidate reports dealing with customer issues/feedback (both negative and positive) and Service delivery and provide recommendations on suggested improvements. The reports should be country - wide representations
• Partner with business units to oversee the optimization of business processes to increase operational efficiency
• Drive continuous process improvement initiatives
• Implement SLA-monitoring techniques to improve impact on the business
• Drive TQM initiatives through the business to maximize inherent benefits

Key performance measure

• Increment in all service measurement scores
• Reduced Service delivery related complaint

Application Closing Date
1st June, 2014

Method of Application
Interested and qualified candidates should
Click here to apply online