Careers at Standard Chartered Bank Nigeria October, 2011
Job Title: Manager, Customer Care Unit
Job ID: 304800
Job Function: Consumer Banking
Location: Nigeria – SCB
Full/Part Time: Full-Time
Regular/Temporary:
Job Description
Contribute insights and feedback as VOF and VOC towards strategy formulation and execution of plan
Key Roles and Responsibilities
Complaint Management Including Resolution
???Personally involved in resolution of escalated complaints
???Ensure overall audit, controls and costs are well executed
???Ensure timely MIS updates
???Ensure adherence to communications, empowerment and delegation matrix
???Lead execution of assigned CCU strategic projects
???Daily leadership and mgt of units to ensure adherence to TAT and service standards
???Ensure zero backlog on escalations
Continuous Improvements
???Lead on assigned process improvement projects
???Contribute ideas towards how to continually improve complaint management process
???Lead on assigned strategic initiatives
Risk and Governance
???Ensure compliance with changes in Group Policy and Standards, TCF, local laws and regulations
???Ensure compliance with guidelines and procedures on KYC in daily handling of customer service issues
???Ensure robust quality audit checks and controls are embedded
Leadership, People and Development
???Lead and embed a strong performance culture within direct team through inspiring, motivating and rigorous performance and productivity mgt discipline
???Develop and build talents within CCU through optimal resourcing, capacity and succession planning and team engagements
???Personally coach team leaders to enable fulfillment of service recovery SLAs
???Build the Bank’s profile in service centricity through strong engagement with regulators, media or customer associations
KEY COMPLAINTS METRICS
1. FTR – First Time Resolution
2. Inappropriate Sales
3 TAT < 24 hrs
4. TAT > 24 hrs
5. Unresolved complaints > 20 days
6. Complaints per 1000 accounts
7. OHS – Overall Handling Score of complaint resolution
8. FCR – First Call Resolution
Synthesizing the VOC for action by the business
? Country Service Quality
? VOC Manager
? Project Managers
? Segment Marketing Roles
? Value Stream Heads
? Country Marketing
? CB Manco through VOC Forum
? Market Research
CONTRIBUTES TO
Overall Net Promoter Score for the country.
JUDGEMENT/COMPLEXITY
• Lead the overall development, implementation and delivery of business strategy and financial plans, within regulatory framework and the group’s policies and risk guidelines
• Lead the overall development, implementation and delivery of business process efficiency and effectiveness, within regulatory framework and the group’s policies and risk guidelines
• Develop and drive initiatives based on Voice of staff to deliver consistent and exceptional staff experience and to increase staff effectiveness and productivity.
• Improve process metrics and efficiency measures and deliver exceptional Customer and staff experience with the objective of increasing Customer and Employee Loyalty and Satisfaction.
Qualifications and Skills
? Working Experience across Product, Research and analytics
? Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.
? Project management skills to conceptualise, test, implement and deliver.
? High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing and strong “people” skills
? Post-graduate qualifications in Business/ Marketing desirable.
? 10 – 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.
? Extensive knowledge of credit cards, banking products and operations and working knowledge of technology and process management.
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