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: Head, Service Management Digital Channels
Job ID: 34084
Location: Lagos
Job Sector: Banking
Job Details
- Customer Channels
Job Purpose
- To implement processes and tools that track, resolve, oversee and optimise customer interactions with the bank; and foster customer loyalty by enabling effective and efficient customer interactions & usage of digital channels (e.g. ATM, POS, BNA, internet banking etc. by customers
Key Responsibilities
Customer experience across digital channels:
- Reviews customer utilisation of existing products, digital channels and functionality in order to understand trends and identify the reasons why certain products and channels are favoured by customers and incorporate learning into new customer experience designs
- Engages with frontline sales teams and teams that work with customer complaints, to get a real world understanding of what customers are asking for (customer needs) and to gain an understanding of complaints data; in order to incorporate findings into future process improvements for customer touch points
- Reviews the uptake and patterns of customer use of existing loyalty programmes to identify opportunities to improve the uptake of the bank’s loyalty programmes by advising product and channel managers on how to incorporate the existing loyalty offerings into their processes and value propositions.
Measures:
- Increase in number of active users
- Achieve and continuously improve NPS target
- Tracking and analyzing trend of issues and incidents to ensure the root causes of issues are being dealt
Process design and efficiencies:
- Works with process owners, process designers and process custodians in the bank to review processes and provide input on the customer requirements and look for opportunities to digitise, automate, integrate and simplify customer-impacting processes and make recommendations to product and channel teams.
- Reviews the customer touch points in the processes (whether it be a digital experience, frontline or call centre experience) to understand how the customer will be impacted by process changes, in order to make recommendations on improvements required from a customer point of view
- Reviews customer documentation and interfaces (for example digital interfaces if deployed in digital or phone scripts in a call centre) and make recommendations to product, process and design teams on improvements that could be made to enhance the customer’s experience
Measures:
- Achieve and continuously improve NPS target
- Number of continuous improvement opportunities identified and implemented
- No fraud incidents
- Prevent and Manage Fraud effectively
- Effective Event , Incidence and Problem Management across channels
Drive digital channels adoption strategy and project deliver:
- Works with branch teams to ensure that the digital channel strategy is adopted accordingly as it pertains to digital migration and penetration
- Scopes and documents business requirements for project that for Digital Banking channels and ensure that the business mandate is clearly documented, effective requirement gathering, analysis and successful implementation of projects.
- Continuously tracks and monitors projects to ensure delivery as per agreed scope and timelines and report on projects.
Measures:
- Achieve designated channel penetration targets across respective branch zones
- Achieve liability and income targets through channels sales and customer wallet share grow
People management:
- Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
- Ensures skill assessments and competency-based training takes place as and when required.
- Takes personal responsibility for coaching and mentoring others.
- Ensures the implementation of the leadership promise and employee engagement programme.
Measures:
- Staff engagement score
- Approved talent and succession plans
- Execution of talent and training plans for all staff
Internal & External Relationships:
- Enabling functions (IT) – Resolution of Channel downtime issues, Technical Vendors Engagement, Technical Projects delivery
- Operations (Account Maintenance) – Setup of intermediary channel accounts, Update of Account Status and customer information
- Operations (Domestic Payment & Card Operations)
- Personal and Business Banking (Branches) – ATM Channels support, delivery of service to walk-in customers(card activation, Funds transfer, Internet Banking Activation)
- Vendors/Service providers – Track SLA on service delivery
- Regulatory authority representatives – Receive regulatory directions for compliance implementation
Preferred Qualification and Experience
Qualifications:
- Degree Holder from a recognised University.
- Certification in service management, project management, leadership programmes
Experience:
- 7- 10 years experience of customer service PBB (card, IB, Mobile Banking); CIB (merchant acquiring, ecommerce and POS); and payments.
- General account on-boarding processes.
- Processes for seamless service delivery
- Experience in application of risk and compliance requirements related to customer onboarding
Knowledge/Technical Skills/Expertise:
- Banking Process and Procedures – Sound knowledge of the Bank’s laid down policies and procedures as it relates to the processing of customer transactions.
- Business Acumen – The ability to analyse business financial performance as well as competitor and external factors as it would apply to the people practice in the organisation.
- Financial Acumen – Knowledge and understanding of costing, budgeting and finance concepts and the understanding and application of related processes and procedures.
- Risk Management – Demonstrates knowledge and understanding of risk management methodologies, tools, governance structures and regulatory requirements for good management of risk.
- Financial Planning – The ability to determine how a business will finance its strategic objectives
- Strategic Planning and Reporting – Knowledge and understanding of the process and thinking required to formulate objectives and priorities, and implement plans consistent with the long-term interests of the organisation in a global environment.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Head,Credit and Prepaid Card
Job ID: 34083
Location: Lagos
Job Sector: Banking
Job Details
- Customer Channels
Job Purpose
- Collaborates with Segments and the Branch network to execution of the Card strategy in the designated market(s) and execute against the defined strategy across the Credit and Prepaid product lines.
Key Responsibilities/Accountabilities
Profitability, revenue and sales generation:
- Implements the strategic business plan, including defining the product continuum, formulating annual budgets/periodic forecasting of sales and financial targets; converts the business plan into target sets and agree these target with PBB Head and RoA Card Accountable for delivering sustainable profit for the Card business.
- Collaborates with internal stakeholders (e.g., RoA Centre, Product team and Enabling Functions) to drive profitability of the Card business and manages costs of all the card products. For example, provides input into the annual marketing plan for Card in Nigeria and ensures the successful implementation thereof, manages downtime due to operational issues.
- Grows the Card base in line with the set goals and targets for the year.
- Responsible for regulating pricing, fees of Card products in line with Central Bank of Nigeria (CBN) policies to ensure compliance.
- Develops reviews and implements appropriate product pricing and philosophy.
- Drives campaigns to achieve acquisition, activation, retention and turnover targets.
Customer service and relationship management:
- Integrates work streams/projects to ensure stated objectives are achieved on schedule. This includes effectively managing both internal and external support areas.
- Develops strong partnerships with Credit Risk, Finance and Operations both centrally and in designated country.
- Manages relationships with the card associations (MasterCard, Visa), card processors (Inters witch, EPM Card personalisation vendors (Berkeley Cupola, Secure ID, Electronic Payment Plus, etc.) to ensure consistent and effective service delivery.
- Maintains solid relationships with internal and external business partners to ensure smooth delivery of stated business objectives and projects.
- Assists the in country teams to deliver and maintain a world class service experience by setting minimum standards and SLAs with each market for the Card portfolio.
- Implements programs in country to measure performance and quality of customer touch points to ensure optimal performance
Product management:
- Ensures Card life cycle management is seamless by coordinating all the internal support teams to align with the bank’s card strategy.
- Manages all Card products (Debit, Credit and Prepaid) to ensure compliance and smooth business operations (e.g. cards are issued to the right segments, requests channelled to the right product, adherence to validation processes before the cards are issued, etc.)
- Provides the best suited Card products based on customer needs by improving current services and rolling out new card products in collaboration with the Product team through product launches, product design and modification.
- Grows the card base (e.g., increase number of card users, ensures usage) in line with the set goals and targets for the year (e.g. number of people to be carded, number of active users and number of transactions).
- Monitors efficiency of the Card service providers and to ensure efficiency and cost optimisation.
- Oversee training of internal staff/stakeholders, and customers on card usage, functions, security, product knowledge, etc.
People Management:
- Defines the Cards portfolio staffing / capacity requirements and make recommendations for reporting structures for approval by Head, Channel.
- Responsible for inspiring, motivating, leading and managing the team.
- Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
- Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
Preferred Qualification and Experience
- First Degree
Knowledge/Technical Skills/Expertise:
- Product Development-Previous general banking experience of which 4-5 years should have been in a leadership role in product management.3-4 previous experience in research and development; strategy formulation. 3-4 years execution and banking experience in segment, product or portfolio management roles with Income Statement and Balance Sheet management experience, as well as influencing key business stakeholder and managing teams
- Generating Ideas-The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favor radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process
- Making Decisions-This competency is about the pace at which individuals are prepared to make decisions, as well as their willingness to take responsibility for their decisions. It also deals with the extent to which individuals are definite about their views and opinions
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Client Service Officer
Job ID: 34008
Location: Lokoja, Kogi
Job Sector: Banking
Job Purpose
- To render frontline service support
Preferred Qualification and Experience
- A bachelor’s degree in any related field
- 0-2 years banking experience, preferably interfacing with customers.
- Strong relationship management background.
- Experienced in upholding the highest levels of service.
- Experience in completing credit applications successfully.
Knowledge/Technical Skills/Expertise:
- Relevant business/financial qualification
- Interpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).
- Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.
Key Responsibilities/Accountabilities
Control chequebooks:
- Attend to telephonic queries regarding cheque books.
Control Automated Teller Machine (ATM) cards:
- Receive and handle ATM cards according to laid-down policies and procedures.
- Ensure the ATM cards are locked away overnight.
- Dispatch and receive ATM cards to/from away branches.
- File ATM cards in received-date order.
- Handle retained ATM cards according to laid-down procedures.
- Perform daily balancing of ATM cards in conjunction with the Asset Custodian
- Attend to all telephonic enquiries regarding ATM cards.
Statements:
- Issue off-cycle statements at customer’s instance and take charges as appropriate
- Keep records of all source instructions from customers
Reactive selling:
- Identify cross-selling and migration opportunities and sell products/services reactively.
- Participate in tactical sales/marketing activities as required.
SIPML Management:
- Attend to all pension enquiries
- Processing of client withdrawal application.
- Processing of client change of account information and signature
- Processing of NSITF transfer.
- Processing of deceased person benefit withdrawal.
- Print statement of account and registration certificate for the client
- Cross sale.
- Render daily report on applicable platform.
SIAML Management:
- Attend to all Asset management enquiries
- Processing of client subscription.
- Processing of client redemption
- Processing of client change of account information.
- Processing of deceased person redemption
- Print statement of account and registration certificate for the client
- Dispatch all document to appropriate unit after execution
- Cross sale.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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