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 Team Leader Customer Service to help us fulfil our business objectives and build customer loyalty.
The State Executive (SE) is responsible for business development within the state and for executing marketing strategy developed in conjunction with Regional Managers on a day to day basis.
The SE is to deliver service to clients, for client acquisition and retention, relationship management, presence across the state and for competition watch.
The primary focus of SEs and SRs is the public sector market due to the minimal private sector opportunity in states outside the 3 commercial nerves - centers of the country (i.e. Lagos, Abuja and PH).
Key Responsibilities/Key Result Areas
The SE has responsibilities to the following key stakeholder groups:
The Company:
Initiating new business prospect by:
Sending proposals to prospective organizations.
Following up with organizations to establish date for presentation.
Making presentation to prospective clients.
Signing up prospective RSA clients.
Ensure that Company policy and guidelines are strictly adhered to.
Marketing of the "Approved Scheme" to organizations.
Ensure that all Pencom guidelines and regulations are adhered to prevent the company from sanctions or reprimand.
Ensure dissemination of relevant communication to BD staff within the state
Provide feedback to assist in strategic decision making.
Ensure implementation of marketing strategy within the state
Regional Manager/Supervisor:
Reporting to line Manager by sending in:
Weekly report.
Variance report.
Preparing Call Memos.
Provide continuous marketing feedback
Provides competition watch feedback
Performance review in conjunction with Regional Manager/Supervisor
Regional Office:
Provide continuous feedback on client requests/complaints
Transport and telephone allowance retirement
Collation and forwarding of contribution schedules
State Employees:
Handles new Admin Officers and Agents orientation
Oversees activities of Admin officers and micro managers
Supervising, training and agency co-ordination
Clients:
Contribution Schedule generation
Marketing Presentations
Keeping sustainable Relationship with RSA clients by:
Providing clients with up to date information on their RSA balance.
Attending to clients' enquiries, issues and complaints.
Key Performance Measures
Achieving 50% of RSA Sales Monthly Target (as determined by Regional Managers)
Timely submission of weekly reports- Sales & Variances
Facilitation of Customer Forum/Interactive Session (at least 5 per quarter).
Conduct marketing presentations on demand
Quarterly Agency training
100% Compliance with PRA 2004 and Pencom guidelines and regulations
Zero Outstanding contribution schedules, TRSAs & No Value schedules
Internal: State Representative, other State Executives, Administrative Officer, IPML Business Development team members, Regional Supervisor, Regional Manager, Head National Sales, Head Business Development, RSA clients, branch BDM and Staffs
External: NULGE, NUT, key public sector officials, bureau or CPS committees, Heads of State and Federal MDAs, Pension Desk Officers in State and Federal MDAs, Chambers of Commerce.
Required Skills and Qualifications Education
University Degree
Strong interpersonal and communications skills
Excellent understanding of the provisions of the Pension Reform Act and Guidelines issued by the National Pension Commission.
Excellent understanding of Stanbic IBTC Pensions operations, products and services
Excellent use of MS Office Applications, and other Technology based tools
Knowledge of the terrain
Experience
Experience in Marketing FMCGs
Experience in supervising and leading teams
Experience in pension fund administration
Required Competencies Problem Solving, Planning and Decision Making
Problem Solving:
Required to use initiative, be creative and innovative in delivering solutions to customers
Required to be proactive and innovative in countering competition challenges e.u unethical requests
Prompt forwarding of clients 3rd party documents to IPML documentary evidence.
Printing of RSA Statements to walk - in clients.
Printing of Welcome letters to walk - in- clients.
Relating to IPML Customer care on issues of clients' double PINs and change of data. Retiree application.
Planning:
Marketing Strategy to be reviewed quarterly
Daily - Weekly meetings with state BDU staff
Daily - Weekly meetings with Admin Officers and Customer Service Staff
State- specific plan for CPS participation and registration.
Succession planning.
Customer forum in the states.
Voluntary contribution plan.
Transfer window plan.
Decision Making:
Focused on increasing company's market share
Impact on customer care delivery.
Effective allocation of company resources.
Personal Competencies:
Passionate about marketing
Sociable, good interpersonal and relationship management skills
Excellent written and oral communication skills
Self Starter, willing to work with little supervision