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 lead, Account Reconciliation to help us fulfil our business objectives and build customer loyalty
We are recruiting to fill the position of:
Job Title: Team Lead, Account Reconciliation
Job ID: 12856
Location: Nigeria
Division: Customer Experience
Position Category: Customer Experience
Employment Type: Full Time - Permanent
Position Description
- Reconciliation of customer's account of excess charge claims submitted by customers/consultants to prevent litigation that can result in a huge loss, also proactively detecting shortfalls that arise as a result of process or system glitch.
- Processing of account statement confirmation requests on audit confirmation and embassy verifications letters, confirmation of account status to Legal Services Unit.
- To create a customer-centric service culture by responding to internal and external enquiries swiftly without compromising data integrity.
Key Responsibilities
- Review of excess charge claims submitted by customers.
- Processing of audit confirmation requests and embassy verifications letters, confirmation of account status to Legal Services Unit and disclosure of discrete information to other Banks.
- Responding to investment validation enquiries from banks and non-bank financial institutions.
- Processing of Letter of Non Indebtedness for customers.
- Processing of deal disclosure request for Investor Services clients.
- Confirmation of customer mandate (signature) to Registrars.
Cost Management:
- Develops and implements initiatives to reduce cost and ensures that budgets for Customer Complaint & Experience department are met.
- Ensures that paper usage and time spent on audit confirmation are maximised.
Performance:
- Development of a standard process and work flow for audit confirmation process.
- Improve on turnaround time and quality of all audit confirmations
- Review and reconciliation of customer's account based on complaints received.
- To report all exception noted on customer’s account during audit confirmation/reconciliation of customer’s account and other activities of the unit for appropriate correction.
- Ensured memorable customer experience across the network and support units
Self-Development:
- Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
- Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.
Key Performance Measures:
- Processing of all categories of data validation enquiries with the approved SLA.
- Reduced income loss associated with wrongly captured data on the system through Reconciliation of customer’s account
- Reduced customer complaints on excess charges
- To achieve positive satisfactory feedback from both internal and external customer.
- Ensure adequate consequence management to forestall a repeat occurrence of reported errors.
- Efficient management of the group email. No service failure attributable to untreated emails.
- Good attitude to work and team spirit.
Internal and External Relationships:
- Good communication skills with colleagues resulting in good customer service.
- Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
Internal Relationships:
- Other Operations Depts, PBB, CIB
External Relationships:
- Clients’ External Auditors, Embassies, Other Banks, CBN, Clients & their Consultants
Required Skills and Qualifications
Experience:
- At least 2 years’ experience in managing a complex operation, ideally within the financial service sector
- Practical experience managing accounts
Technical Competencies:
- Budgeting skills
- Risk identification and assessment skills
- Strong analytical skill
- Computer literacy with good knowledge of Microsoft Excel or any other data processing related application.
- Systems used to process transactions for various accounts
- Comprehensive knowledge of banking transaction processes relevant to products and services offered to customers
Personal Competencies:
- Excellent interpersonal and communication skills
- Strong customer focus and service orientation
- Creative, analytical with good problem solving skills
- Conflict management skills and ability to manage ambiguity
- Self-driven, values based, innovative, independent adaptive and results orientated person
- Good leadership skill
- Good verbal communication skills - sincere and articulate.
- Passionate about service.
- Ability to listen and probe effectively to determine customers’ real needs.
- Ability to provide accurate information.
- Focuses on getting things finished.
- Ability to handle pressure/conflict.
- Ability to remain calm under pressure and not to take criticism personally.
- Self-motivated.
- Integrity and honesty.
Application Closing Date
19th June, 2015
Method of Application
Interested and qualified candidates should:
Click here to apply online