Team Lead, CIB Contact Centre 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 a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Job Title: Team Lead, CIB Contact Centre

Job ID: 80408332_80385089
Location: Lagos
Job Type: Full-time
Business Segment: Consumer & High Net Worth Clients

Job Description

• To oversee the CIB Contact Centre within Corporate Client Care.
• To Maintain the team with focus on sales support, successful after sales service of all solutions delivered by Client Services, proactive identification of customers’ needs, and service preferences aimed at providing high and consistent service quality at par with service standards delivered by other members of the Standard Bank Group.
• To ensure efficient, professional handling of all incoming telephonic and email queries from external and internal clients by effectively managing, developing and utilising all available resources (staff, systems and processes).
• To ensure that telephones are answered within laid-down time frames and abandoned calls are minimal.
• To understand the risks associated with handling client queries and dissemination of confidential information.
• To effectively manage all compliance issues including regulatory requirements as they pertain to account management.
• To maintain a high level of integrity and ethical standards.
• To ensure that the query resolution process is effectively managed.

Qualifications

• Minimum of First Degree
• Professional certification in customer service – Certified Customer Service Associate (CCSA), Certified Customer Service Professional (CCSP) is an added advantage.

Behavioural Competencies:

• Examining Information
• Resolving Conflict
• Documenting Facts
• Showing Composure
• Interpreting Data

Technical Competencies:

• Data Management
• Effective Business Communication
• Customer Understanding

Leadership Competencies:

• Driving Delivery of Results
• Influencing Others
• Purposeful Collaboration

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online