New member? Register
  

Search Jobs by State



Administrative Jobs in Nigeria

Advertising Jobs Nigeria

Accounting Jobs in Nigeria

Auditing Jobs Nigeria

Arts Jobs in Nigeria

Agriculture Jobs in Nigeria

Architecture Jobs in Nigeria

Aviation Jobs in Nigeria

Automobile Jobs in Nigeria

Banking Jobs in Nigeria

Classified Jobs Nigeria

Computer & InfoTech Jobs

Customer Service Jobs

Civil Engineering Jobs

Cook Jobs

Database Jobs in Nigeria

Driving Jobs in Nigeria

Education Jobs for Nigerians

Estate Management Jobs

Electrical/Electronics Jobs

Engineering Jobs in Nigeria

ERP & SAP Jobs in Nigeria

Facility Mgt Jobs in Nigeria

Finance Jobs in Nigeria

Front Desk Jobs in Nigeria

Geology & Drilling Jobs

Government Public Service-

Hardware Jobs in Nigeria

Hospitality Jobs in Nigeria

Hotel Jobs

HR Jobs in Nigeria

Industrial Attachment (Internship)

Insurance Jobs in Nigeria

Internet & Work aHome Jobs

Java Jobs in Nigeria

Law Enforcement Jobs

Lecturing Jobs in Nigeria

Legal Jobs in Nigeria

Linux & Unix Jobs Nigeria

Marketing & Sales Jobs

Mass Communication Jobs

Maritime & Shipping Jobs

Medical & Healthcare Jobs

Military Jobs in Nigeria

Ministry & Parastatal Jobs

Computer Networking Jobs

NGO Jobs in Nigeria

Oil & Gas Jobs in Nigeria

Oracle Jobs in Nigeria

.Net Technology Jobs Nigeria

Personal Assistant Jobs

PHP & MySQL Jobs in Nigeria

Physician & Med Practioner

Public Sector/Service Jobs

Public Relation Jobs

Programming Jobs in Nigeria

Pri/Sec Sch Teaching Jobs

Real Estate Jobs in Nigeria

Research Jobs in Nigeria

Safety & Health Jobs

Secretarial Jobs in Nigeria

Security Jobs in Nigeria

Sales and Marketing Jobs

Shipping & Maritime Jobs

Student Jobs in Nigeria

Mass Communication Jobs

Software Developer Jobs

System Admin Jobs in Nigeria

Teaching Jobs in Nigeria

Telecommunication Jobs

Unskilled Jobs Nigeria

Volunteer Jobs Nigeria

Web Developer Jobs Nigeria

Web Designer Jobs in Nigeria


    Facebook with Hotnigerianjobs  Twit with hotnigerianjobs  rss feed with hotnigerianjobs







Get Latest Nigerian Job Alert!
Enter your email below.

Delivered by FeedBurner



          Popular Jobs
Independent National Electoral Commission (INEC) Massive Graduate and Experienced Job Recruitment 2014

Diva House of Accessories Job Vacancies (8 Positions)

Graduate and Experienced Job Recruitment at Pyramids Integrated Services Limited (6 Positions)

Daewoo Nigeria Limited Job Recruitment (19 Positions)

Graduate and Experienced Job Recruitment at Pharma-Deko Plc (8 Positions)

Graduate Management Trainee Programme at Pharma-Deko Plc

Research Assistants at Operations Research and Impact Evaluation (ORIE) Project (4 Positions)

List of Successful Candidates for the Lagos State Government Scholarship Bursary Awards (2013/2014 Set)

Graduate Customer Activation Executives at GlaxoSmithKline (GSK)

Purple Pulp Limited Job Vacancies (6 Positions)

Graduate and Experienced Job Recruitment at Pact Nigeria (10 Positions)

The Bay Lounge Limited Job Vacancies (7 Positions)

Graduate and Experienced Job Recruitment in a Leading Oil and Gas Drilling Company (Over 30 Positions)

Africare Job Recruitment (5 Positions)

PricewaterhouseCooper (PwC) Graduate Recruitment 2015

Graduate and Experienced Job Vacancies at Ascension Consulting Services (Over 20 Positions)

Graduate and Experienced Job Recruitment at the Institute of Technology & Management - (5 Positions)

Hurry To The Last 50% Discount On Our PMP Training For The Year 2014

Experienced Lecturers at Ascension Academy (16 Positions)

Gombe State University Massive Academic Staff Job Vacancies (Over 50 Positions)

Massive Graduate and Experienced Job Recruitment at Adexen Recruitment Agency (Over 40 Positions)

Graduate and Experienced Job Recruitment at Hamilton Lloyd and Associates (13 Positions)

Guinness Nigeria Plc Job Recruitment (7 Positions)

Ondo State University of Science and Technology Academic and Non-Academic Staff Vacancies - (Over 20 Positions)

Shoprite Nigeria Job Recruitment (20 Positions)

Masssive Recruitment for Academic and Non-Academic Staff Positions at Afe Babalola University, Ado-Ekiti (Over 550 Positions)

Federal Public Service Institute of Nigeria Massive Recruitment (Over 65 Positions)

Graduate and Experienced Job Recruitment at U-Connect Limited

Deloitte Nigeria Graduate Job Recruitment (3 Positions)

Graduate Call Centre / Customer Service Agents (Banking) at U-Connect Limited (70 Positions)

ABB Nigeria Limited Job Recruitiment (7 Positions)

Graduate and Experienced Job Recruitment at Adexen Recruitment Agency (24 Positions)

Atlantic Hall School Job Vacancies (8 Positions)

AOS Orwell Graduate & Experienced Job Recruitment (5 Positions)

Graduate Engineer, VAS Planning at Etisalat Nigeria


IT's Your Life, Get The Best Out of It!

Hot Nigerian Job Search

Standard Chartered Bank Recruiting Head, WB Client Services Group Nigeria

Posted on Mon 12th Mar, 2012 - hotnigerianjobs.com --- (0 comments)

Standard Chartered Bank is recruiting to fill the position of Head - WB Client Services Group Nigeria.

Job Title: Head, WB Client Services Group Nigeria

Job ID: 324274
Job Function: Technology & Operations
Regular/Temporary: Permanent

Job Description
  • To manage the day-to-day service delivery of the WB Client Services Group (CSG) in-country team, including responsibility for overall service quality, process efficiency and improvement, managing risk, people and projects within the CSG.
  • Responsible for ensuring high quality customer service in CSG, serving as primary contact point for all OCC clients, Business and segment Heads, Relationship Managers for advice, resolution of transactional enquiries, complaints, service improvement and industry surveys etc.
  • Lead Service Reviews meetings with key clients ensuring participation and engagement of business /Segment heads and Senior RMs.
  • Deploy and manage a WB client service model that is aligned to client value proposition
  • Manage the resources within CSG to meet and exceed service standards
  • Responsible for driving Outserve and CIWWW (Continuously improve the way we work) agenda in-country and ensuring senior management engagement and ownership of service issues/opportunities
  • Drive Service Quality Management activities – Industry surveys, Internal and External VoC, complaints, metrics, service culture, call quality, root cause analysis and service recovery. Copied from: www.hotnigerianjobs.com
  • Ensure appropriate internal controls and procedures are in place and clearly documented.  Monitor and regularly review the procedures and controls to ensure they reflect changes in process, products, policies and regulations
  • Manage adherence to policies including escalation and compliance requirements.
  • Review & monitor workflow for efficiencies in time, costs and service levels
  • Plan and implement service improvement initiatives based on metrics, complaints and VoC
  • Plan and control staffing, deployment, training, appraisals, etc staff matters
  • Build and maintain a supportive organisation climate of continuous guidance, coaching and motivation to team members; up-skilling through on-the-job training and setting/stretching targets and objectives; and through service audits and the reward and recognition system.
Key Roles & Responsibilities
  • Delivery & Efficiency
  • Primary point of contact for external OCC clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
  • Ensure the provision of the highest standard of customer service in response to customer enquiries and complaints, so as to create improved, lasting relationships with our clients
  • Responsible for client satisfaction with service arrangements and delivery
  • Manage the resources within CSG to meet and exceed service standards
  • Monitor the performance of Hub processing centre in accordance with the agreed service standards on a regular basis
  • Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
  • Work with internal stakeholders for service requirements, enquiries, and instructions.
  • Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels. Copied from: www.hotnigerianjobs.com
Service Management
  • Drive  Client Experience and partnership Forum agendas in-country and ensure senior management engagement and ownership of service issues / opportunities
  • Participate actively in the Client Experience Forum and ensure service trends are addressed.
  • Ensure Outserve activities and a holistic service quality management process that includes service reviews, VOC analysis , call quality assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures, metrics and service culture
  • Prepare, analyse and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc.
  • Lead Service Reviews meetings with key clients. Review service performance with the customers and generate ways to continuously improve service level standards.
  • Leverage on the VOC process to understand clients’ needs and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage.
  • Ensure an effective service recovery process which includes complaint logging and handling is in place and appropriate empowerment is given to staff to act quickly when necessary
  • On a selective basis, accompany Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues.
Risk & Control
  • Ensure client identification is adhered to where required by all staff and the necessary step is incorporated into the relevant process flows
  • Ensure all activities are well documented through process flows with process timings.
  • Ensure all process risk steps are performed by the team and KCSA requirements are observed.
  • Ensure that all control reconciliation activities are conducted in a timely and accurate manner
  • Analyse risk data and risk reports.  Where necessary, mitigate and/or escalate to appropriate parties
  • Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
People Management
  • Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
  • Plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in client service team.
  • Projects & Managerial Responsibilities
  • Assist in the launching and implementation of new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.
  • Plan and implement service improvement initiatives in client service centre based on metrics, complaints and VoC. Transfer best practice to other client service centres.
  • Make proactive calls on Platinum and Gold clients to improve the utilisation level of facilities, increase transaction volume, and to identify opportunities for channels and referrals for the business.
Skills/Behaviour Standards
  • Maintain a professional SCB image through all interactions with customers
  • Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
Application Deadline
20th March, 2012

How To Apply
Interested and qualified candidates should follow these steps to apply:
  1. Click here to access the SCB portal page
  2. Select Nigeria-SCB from the Location dropdown
  3. Click Search button
  4. Scroll down at the bottom of the page and click Head - WB Client Services Group Nigeria


 


Comments (0)


Post a Comment
Name: *
Email: *
Comment: *