Job ID: 324274
Job Function: Technology & Operations
Regular/Temporary: Permanent
Key Roles & Responsibilities
Delivery & Efficiency
- Primary point of contact for external OCC clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
- Ensure the provision of the highest standard of customer service in response to customer enquiries and complaints, so as to create improved, lasting relationships with our clients
- Responsible for client satisfaction with service arrangements and delivery
- Manage the resources within CSG to meet and exceed service standards
- Monitor the performance of Hub processing centre in accordance with the agreed service standards on a regular basis
- Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
- Work with internal stakeholders for service requirements, enquiries, and instructions.
- Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels.
Service Management
- Drive Client Experience and partnership Forum agendas in-country and ensure senior management engagement and ownership of service issues / opportunities
- Participate actively in the Client Experience Forum and ensure service trends are addressed.
- Ensure Outserve activities and a holistic service quality management process that includes service reviews, VOC analysis , call quality assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures, metrics and service culture
- Prepare, analyse and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc.
- Lead Service Reviews meetings with key clients. Review service performance with the customers and generate ways to continuously improve service level standards.
- Leverage on the VOC process to understand clients’ needs and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage.
- Ensure an effective service recovery process which includes complaint logging and handling is in place and appropriate empowerment is given to staff to act quickly when necessary
- On a selective basis, accompany Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues.
Risk & Control
- Ensure client identification is adhered to where required by all staff and the necessary step is incorporated into the relevant process flows
- Ensure all activities are well documented through process flows with process timings.
- Ensure all process risk steps are performed by the team and KCSA requirements are observed.
- Ensure that all control reconciliation activities are conducted in a timely and accurate manner
- Analyse risk data and risk reports. Where necessary, mitigate and/or escalate to appropriate parties
- Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
People Management
- Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
- Plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in client service team.
Projects & Managerial Responsibilities
- Assist in the launching and implementation of new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.
- Plan and implement service improvement initiatives in client service centre based on metrics, complaints and VoC. Transfer best practice to other client service centres.
- Make proactive calls on Platinum and Gold clients to improve the utilisation level of facilities, increase transaction volume, and to identify opportunities for channels and referrals for the business.
Skills/Behaviour Standards
- Maintain a professional SCB image through all interactions with customers
- Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
Qualifications & Skills
For Grading Purposes - Experience/Knowledge Required
- Organised and detail orientated
- Strategic and result-driven
- Computer literate with the ability to learn customer service software applications
- Effective interpersonal and communication skills
- Good questioning skills
- Good analytical and problem solving skills
- Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
- Able to identify and manage both transactional and operational risks
- Ability to work under pressure
- Intermediate level product/processes knowledge
- Sound WB banking operations experience including channels an advantage
- Good leadership skills
Profile
- A genuine liking for people
- Enjoy working for and serving others
- Loves to solve problems
- Ability to feel comfortable amongst strangers
- A good listener
- Make themselves understood when communicating with all kinds of people
- Pleasant disposition and able to control feelings that may create conflict
- Sensitivity towards people and ability to show compassion or empathy
- High self-esteem and confidence level
- Track record of competence
- Proactive rather than reactive
- A sense of belonging to a group of people or place
- A general sense of trusting others
- Strong social need
Complexity/Judgment
- Able to provide professional advice on WB products and services
- Able to analyse the clients’ perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement
- Able to apply questioning skills for in-depth analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
Freedom of Decision Making
- Type of differentiated services that suits the client based on structured analytical process
- Non-financial / financial compensation for service recovery purposes
How to Apply:
Only online application will be accept by bank for Head - WB Client Services Group Nigeria post. So please follow the following instruction to submission of applications online.
- Visit the official website of the bank - www.standardchartered.com
- Now you are home page of the site, on left hand site you will see career option, click on this link
- Click of search for role
- Set your location to “Nigeria – SCB”
- Click on Head - WB Client Services Group Nigeria
Done!
