Cluster Head, Service Delivery at Standard Chartered Bank

Standard Chartered Bank Nigeria - We attract talented individuals. Not only can they give you the benefit of their experience, they also reveal a closer, more personal look at the wide range of global opportunities we offer. At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.
 
We are recruiting for the position of:

Job Title: Cluster Head, Service Delivery
Job ID: 360920

Location: Lagos
   
Job Description
This position will be accountable for creating and delivering truly effective end to end process development, deployment and management in countries. Specifically, the position will be accountable for :

All activities currently performed under the ambit of Service Quality & Re-engineering
First line of defence under the Unit Operational Risk Manager (UORM) structure
All activities currently performed by the Business Money Laundering Prevention Officer (BMLPO) where available, and future activities that are designed to be performed by CDD Operations, which is a newly created utility in country

Key Roles & Responsibilities
Below summarizes key accountabilities and outcomes ; is not a listing of all the accountabilities and outcomes and only key ones are listed:

Service Quality
Accountabilities

• Oversee the effective resolution of complaints
• Obtain Voice of Customer data and using that data drive process improvements and service culture improvements

Outcomes

• NPS Scores – Best in class in the market at an overall level, and at product / channel / segment level
• Satisfaction Scores for channels
• Achieve targets on all Complaint Management Metrics

Re-engineering
Accountabilities

• Design, development and deployment of processes taking into account customer experience, frontline effectiveness, operational risk & costs
• Using Voice of Customer data & complaint data, ensure a prioritized list of areas for process improvement is always available and work off that list to drive process improvements
• Work with Channels, Products and Segments on the digitization agenda
• Work with CB Head and other functions on the standardization agenda

Outcomes

• NPS scores
• Best in class competitive Turnaround Time across identified processes
• At least 2 material process changes to be rolled out every year and at least 4 minor process changes that improve customer experience to be rolled out every six months – processes that visibly improve customer & frontline experience
• Digitization – Increase Straight Through Processing and percentage of applications sourced via the Internet
• Standardization – Focus on rationalization of product and product codes

CDD Operations
Accountabilities

• Develops and manages a sustainable and scalable CDD operations capability
• Accountable for implementation and continued compliance with policies, procedures and risk control requirements through application of consistent group practices
• Leads implementation of policies and procedures end to end for the country ensuring consistency with global Group standards and ensures these are, and remain,  firmly embedded
• Assures AML CDD risk management through testing of AML related BKCSAs  ensures compilation, review and distribution of M.I, reports and escalates exceptions and tracks to closure

Outcomes

• Satisfactory audit results
• Assurance that all controls for AML CDD are in place
• Cost of control is effectively reduced year on year without compromising controls

Unit Operational Risk Management
Accountabilities

• Custodian of the first line of defence
• Effectiveness utilisation of resources doing activities related to first line of defence across the business
• Early identification and resolution of risks in the business

Outcomes

• Satisfactory audit results
• Reduced operational losses

Qualifications & Skills

• Post Graduate
• At least 10 years of  experience with the banking industry, with a focus either on Branch Banking or New Business
• Strong analytical skills
• Good knowledge of systems, processes and service delivery across CB
• Attention to detail
• Ability to network effectively with other units within the business and within the team
• Effective communication, coordination, and influencing skills, team work and leadership qualities
• Ability to work with people across all levels of seniority
• Willingness to work across time-zones of Africa

Application Closing Date
4th N\December, 2012

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

Note: When the page opens, at the Location dropdown, select Nigeria - SCB and click Search, then click Cluster Head, Service Delivery