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Standard Chartered Bank Nigeria is seeking to fill the full time position of Head - WB Client Services Group Nigeria. Interested candidates must apply online not later then 20th March, 2012. Other information like education, qualification, selection process and how to apply are given below…

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.
  1. Visit the official website of the bank - www.standardchartered.com
  2. Now you are home page of the site, on left hand site you will see career option, click on this link
  3. Click of search for role
  4. Set your location to “Nigeria – SCB
  5. Click on Head - WB Client Services Group Nigeria
Now here you will find the instruction and registration link to submit the application form.

Done!

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