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
* Positive findings of Inspection Compliance reports
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