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: Personal Banker
Job ID: 36394
Location: Abuja
Job Sector: Financial Services
Job Purpose
- Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for customer in the branch, providing banking solutions which meet the customer’s needs in accordance with each of personal banking segment’s value proposition
Key Responsibilities/Accountabilities
- Retain customers (Blue, Silver and Gold) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy.
- Liaise effectively with the sales team to ensure seamless transfer of clients after sale has been concluded to relationship management.
- Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
- Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
- Conduct a comprehensive calling/contact management programme for all customers aligned with the cost to serve proposition.
- Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
Preferred Qualification and Experience
- A bachelor’s degree in any related field
- Minimum of Second Class Lower (2:2) division
- 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:
- Deep knowledge and understanding of the different personal and segment value proposition.
- Knowledge of local market environment and financial issues that may impact portfolio.
- Working knowledge of bank systems and operations
- Thorough understanding of credit principles as well as application and maintenance processes.
- Knowledge of the banks organogram and awareness of relevant reporting lines.
- 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.
- Proficient in Microsoft word and excel.
- Time management
- Ability to multi task
- Ability to handle matrix reporting
Interested and qualified candidates should:Click here to apply
Job Title: Client Service Officer – North Central
Job ID: 36388
Location: Abuja
Job Purpose
- To render frontline service support
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
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.
Interested and qualified candidates should:Click here to apply
Job Title: Team Leader, Customer Service
Job ID: 36397
Location: Lagos Mainland, Lagos
Job Sector: Banking
Job Purpose
- Lead and supervise the Enquiries, Service Consultants and Frontline Support teams in order to meet and exceed customer service expectations in the Service zone.
- Where necessary direct customers to the correct department and/or migrate to more appropriate channels. Maintain a high level of integrity and ethical standards.
Key Responsibilities/Accountabilities
Customer Service:
- Ensure that subordinates provide customers with appropriate information and services.
- Ensure that subordinates provide customers with exceptional service in the Service Express zone.
- In cases that have been escalated, refer customers to the correct department or migrate to a more appropriate, cost-effective channel, e.g. self-service banking.
- For complaints that have been referred to the incumbent by subordinates, listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible referring queries/complaints to the appropriate area and follow up on referrals to ensure satisfactory resolution.
- Initiate steps to resolve issues/problems affecting customer service timeously, where issues are referred by subordinates or identified by the incumbent.
- Ensure identification of opportunities to cross-sell products and services and pass leads to the relevant sales departments.
- Ensure correct scheduling of staff to meet customer demands by using Branch Scheduling Tool (BST)
- Ensure workload fit is achieved
People Management:
- Lead the Service Express zone team in the provision of excellent service, providing guidance and coaching where necessary.
- Monitor service levels provided and initiate appropriate steps to address any concerns or below standard service.
- Identify and address staff training and development issues.
Legislative Compliance:
- Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
- Complete disclosure to the customers in terms of accreditation, service fees, and commission.
- Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act and National Credit Act requirements.
Key Performance Measures:
- Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
- An effective and motivated team – subordinate feedback.
- Queuing times within agreed standards.
- Turn-around times adhered to.
- Compliance with procedures.
- Accurate documentation.
- Positive findings of Internal Audit and compliance reports.
- Achievement of Sales Budgets that have been set for staff in the Express Service zone.
Important Relationships:
- Build and maintain successful relationships with new and existing customers
- Build and maintain good working relationships with frontline and sales staff, other team leaders and management within the branch and in other business units in order to ensure smooth resolution of customer queries and referrals.
Preferred Qualification and Experience
Qualification:
- Degree holder from a recognized University( 2.2 minimum).
Experience:
- 2 to 3 years branch banking experience, which includes exposure to customer service areas.
- 1 to 2 years experience leading a team would be an advantage.
Problem solving, planning and decision making:
- Deal with a wide range of queries from customers taking into account the customers requirements as well as the bank’s operational limitations.
- Problems tend to be operational issues that do not have set solutions and have been referred by either the Service Consultant or the Express Enquiries Officers, they typically require substantial work experience and knowledge to find the correct solution.
- In the case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management, taking the individual customer history and circumstances into account.
- Works within laid down policy, procedures, system parameters and internal controls.
Knowledge, Experience and Personal Competencies:
- Financial Services related qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
- Sound knowledge of laid down procedures and policies.
- Excellent knowledge of Self-Service Banking (ATM’s, Internet, Telephone and Cell Phone Banking).
- Comprehensive knowledge of Customer Service principles and how to apply them.
- Comprehensive knowledge of banking products and services offered, and the systems and procedures underpinning them.
- Understanding of the products offered by other Standard Bank Group Companies.
- Knowledge of the functions of the different job roles in the branch.
- Understanding of service and sales initiatives
- Knowledge of the functions and activities of other departments and support entities.
- Knowledge of how to motivate, coach, develop and lead a team.
Interested and qualified candidates should:Click here to apply
Job Title: Branch Manager
Job ID: 36392
Location: Abuja
Job Purpose
- Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
- To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs. Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
- Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.
Key Responsibilities/Accountabilities
Customer Service:
- Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
- Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
- Ensure that the centres strive for continuous service improvement.
Management of Credit and Operational Risk:
- Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
- Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
- Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
- Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
- Ensure irregularities highlighted in routine control reports are attended to.
- Co-ordinate the checking of centre tellers/treasury/blank forms.
- Complete monthly centre housekeeping checklist.
- Report premises/equipment issues to regional operations.
- Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
- Ensure that levels of authority and limits of access to information/systems are adhered to.
- Ensure that all routine controls relating to new business are effectively applied.
- Ensure compliance with OHS (Occupational Health and Safety) requirements
Management of Service Improvement:
- Manage the customer problem resolution process and ensure the accurate logging of information.
- Set and monitor turn-around times for resolving customer queries and complaints.
- Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
- Ensure that service measurement is maintained and action adverse trends.
- Implement service recovery to facilitate customer retention.
- Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management:
- Develop sales and relationship management plans to achieve responsive sales targets for the centers.
- Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
- Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
- Drive the lead referral system.
- Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
- Ensure the territory where the branch is situated has adequate feel of the bank and its products
Increased cross-selling ratios:
- Effective migration of customers/transactions to more appropriate channels.
- Requisite stationery and cash supplies held.
- Effective, customer-orientated telephone management.
- Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
- Staff effectiveness and motivation Postive findings of Inspection Compliance reports
Convene regular customer discussion forums and action the results:
- Maintain awareness of serious customer complaints and attend to resolution.
- Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and actioned.
- Ensure efficient, customer-orientated telephone procedures.
- Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
- Ensure BST schedule adherence for all reporting Service Centres
People Management:
- Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
- Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
- Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
- Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
- Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
- Ensure that equity requirements are met and transformation initiatives supported.
- Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
- Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
- Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
- Costs contained within budget.
- Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.
Preferred Qualification and Experience
- A Bachelor’s degree in any related field
- Minimum 2 years Banking Operatons experience
- Minimum 6-8 years Retail Banking, Business Development experience
- At least one professional qualificiation, e.g CIBN, ICAN
Knowledge/Technical Skills/Expertise:
- Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
- Business acumen – Ability to spot opportunities and optimize revenue generation for the business
- A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
- A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs
Interested and qualified candidates should:Click here to apply
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