Banking Job In Nigeria:STANBIC IBTC. August 9, 2011
Employment Nigeria
01-Jan-1970
NIGERIA , NIGERIA ,
BANKING JOB IN NIGERIA: STANBIC IBTC AUGUST 9, 2011
JOB TITLE:Manager, Service Centre
JOB ID: 7174
JOB Location :Umuahia
JOB Division: Personal and Business Banking
JOB Category Customer Relationship Management
Employment Type Full Time - Permanent
Shift: No
Regulatory Approval: Yes
JOB DESCRIPTION
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)
- 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.
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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