STANBIC IBTC Vacancy In Lagos Nigeria. July 13, 2011
Employment Nigeria
01-Jan-1970
NIGERIA , NIGERIA ,
SERVICE CENTER MANAGER VACANCY IN STANBIC IBTC LEKKI BRANCH
Job ID: 7072
Location: Lekki, Lagos, Nigeria
Division: Personal and Business Banking
Position Category: Customer Relationship Management
Employment Type: Full Time - Permanent
Position Description
- 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 centres.
- 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.
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.
- 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
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