Standard IBTC Bank: Regional Operations Manager

Standard IBTC Bank is hiring for Regional Operations Manager.

Division Proposition
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 Regional Operations Manager professional, who will help guide our work to fulfill our ambitious growth strategy

Position Description

Job Purpose
Overall Management of the Regional Card Centre through the support of expanding Card Issuing and Acquiring business in Africa, by attending to all direct and indirect customer touch-points within the Card Value Chain.

KRAs
- Deliver the committed financial performance for the Card Businesses represented in the countries within which we operate.
- Take full accountability for all aspects of the Regional centre inclusive of client contact centers, card production and delivery, suspense account clearing and settlement and escalations.
- Deliver a consistently acceptable customer experience throughout the card value chain by:
   Building and maintaining effective operational structures and teams, who are sufficiently competent, skilled, trained and motivated.
   Building and maintaining key stakeholder relationships, ensuring buy-in/support of and alignment with Card Business Objectives.
   Ensuring the necessary Service Level Agreements are well defined and agreed to and that the service levels are monitored for exceptions and where found, corrective measures are promptly employed.
- Ensure the Customer’s experience, as it relates to any part or activity within the business is regularly reported back to the business, learnt from and improved upon.
- Operationalise all agreed fraud and collections strategies.
- Ensure appropriate tracking/monitoring and reports are made available to allow for informed debate and early identification of adverse trends.
- Timeously identify risks/opportunities and where appropriate mitigate/exploit these risks/opportunities to the benefit of the organization. 
- Continually review the customer experience/ops processes/systems with a view to ensuring the best possible customer experience. Ensure these processes are documented and updated as changes are introduced or tested. Ensure compliance with all relevant laws and internal regulations.
- Continually look for opportunities to align existing Credit Card and Debit Card Operations, into Country regional ops support areas for Card.
- Day to day management of Center Staff through
 Performance management process
Meet training requirements
- Management of the various policies, procedures and processes
Required Skills and Qualifications
Excellent verbal communication skills, sincere and articulate
Good presentation and negotiation skill
Able to convey factual information clearly.
Diplomatic and tolerant in relaying and receiving information.
Socially confident, quick to establish rapport and able to maintain relationships with customers
Methodical, organized and detail-conscious
Goal and Customer service-orientated.
Results-orientated, competitive, adheres to turn-around times/deadlines.
Adapt readily to changes in structure, systems, procedures, new products etc

Required Competencies
Minimum of a B.Sc or its equivalent in a business related course
A relevant  Masters degree or professional qualifications will be an added advantage
Minimum of 8 years banking experience, with at least 4 years in managerial capacity in the related sector

Experienced, product discipline
Ability to gain and maintain an in-depth knowledge of
- macro issues in Nigeria and Globally
- our global footprint
- our global offering
- our capital / liquidity strategy
Excellent use of Computer operating systems e.g. Powerpoint, Word, Excel and the Internet.
We are an equal opportunities employer and are totally opposed to discrimination in any form. It is our policy to provide equal employment opportunities for all employees regardless of race, sex, colour, nationality, national or ethnic origin, sexual orientation, marital / partnership status, religion, age or disability.

How To Apply
Visit the Stanbic Careers Portal below and enter the Job ID: 5421. Click search

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