Stanbic IBTC Bank Recruits Officer, Corporate Client Care

Posted on Thu 04th Jul, 2013 - hotnigerianjobs.com --- (0 comments)

Stanbic IBTC Bank - The Operations division of Standard Bank is at the very centre of all the bank’s procedures, enabling and optimising our Corporate and Investment Banking activities. We develop prototype concepts into robust, reliable solutions, constantly evolving our existing product range to help the bank maintain a competitive lead with our global clients. We are also in demand as internal consultants to the business, helping to manage the Bank’s assets through effective risk management and control systems. As part of this role we now seek an experienced professional, who will help guide our work to fulfill our ambitious growth strategy

We are recruiting to fill the above position of:

Job Title: Officer, Corporate Client Care

Job ID: 11678
Location: Nigeria

Purpose of Job

To optimise Corporate Client Care fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank’s vision & values
Maintain a corporate customer care team with focus on sales support, account opening and documentation, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.
Ensure successful after sales service of all solutions delivered by Client Services and maintain a proactive means of identifying customers’ needs and service preferences

Key Responsibilities

Customer and Business Partner Relationship Management
Identifies customer service expectations, applies SLAs and aligns to the Customer Value Proposition in order to deliver an appropriate service.
Investigates customers’ complaints relating to payments by continuously interacting with the various customers to ensure high service levels by Payment function
Cost Management
Implements tactical initiatives to reduce cost to ensure that budgets for the Payments function are met
Ensures that throughput is maximised throughout the payments function by implementing principles of Lean manufacturing and Six Sigma

Resource Utilisation
Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies

Operational Performance

Support the head of unit to develop and deploy operational strategy to integrate, improved and innovate through uniformity of processes and optimal utilization of technology platforms to improve service, turnaround times and improved customer satisfaction.
Provide efficient and effective service by ensuring that customer queries are Managed effectively and we utilize customer feedback to enhance our offering.
Understanding industry trends relating to telephone banking and query handling capabilities
To understand and mould the Client Account Management area, ultimately driving the desired CIB and the teams business objective business objectives.
Improving performance by raising efficiency through technology opportunities available.

Control

Compliance with processes and procedures in place within the region and align with benchmark Risk Management practices and the Corporate Client Care broader risk policies and procedures
Ability to identify, accurately access and appropriately act on all aspects of risk associated with their specialist area, division and interdependent projects/ areas (including their client base, products, systems and services).

Self Development
Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Key Performance Measure

Consistent achievement of high levels of customer service and satisfaction
Compliance and improvement on turn- around times (TAT)
Improved customer service and satisfaction levels as per customer survey results
Reduction of costs and increased throughput
Compliance to regulatory requirements governing banking practices
Effective management and mitigation of operational risks
Management of relationships with suppliers and stakeholders

Required Skills and Qualifications

Relevant Degree (BSc)
Minimum of 2 years Customer service experience
Knowledge of banking products, account opening requirements and services, deposits, liquidity management (sweeping capabilities and rules), and other liability instruments.
High customer service experience, ethic and responsibility
Strong written, verbal communication skills and product/client presentation skills
Good knowledge of Microsoft Office – (Word)
SWIFT operations
Good customer service experience managing accounts
Managing projects
Building and maintaining relationships
Risk identification and assessment skills
People management skills

Required Competencies

Good planning and query resolution skills
Communicate effectively at all levels, take initiative, excellent listening skills
Strong Customer Focus and continuous interface
Strong interdepartmental skills, high customer service ethic and responsibility
Technology Competent
Analytical
Team Player
Decisive
Planning and Organisational Skills

Application Closing Date
17th July, 2013

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

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