STANBIC IBTC VACANCY IN ONITSHA FOR SERVICE CENTRE MANAGER

      Job ID:      7170
      Job Location: Onitsha
      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)
  
• 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

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.

Legislative compliance

• In terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a Representative of an Authorised Financial Services Provider.

• In your current position you are not an accredited Representative in terms of FAIS and are therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.

• In your position as a non Representative staff member you may, however, operate in a FAIS position and sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy a financial product as defined in FAIS

• Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

Management of responsive sales

• Develop sales plans to achieve responsive sales targets for the centres.

• Manage the sales 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 sales team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.

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

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.

• 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
  

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