Job Title: Customer Service Manager
Employer: Standard Chartered Bank Plc (SCB)
Job ID: 412828
Job Function: Consumer Banking
Location: Ota, Nigeria
Full/Part Time: Full time
Job Description:
• The incumbent would be expected to manage the branch team working closely both with the Regional Branch Head and the Segment Head. He/She would be expected to acquire, grow and deepen customer relationships through excellent service delivery, with a special focus on understanding, analysing and satisying the financial and investment needs of these customers
• The role holder is responsible for driving profitable volume growth through new business acquisition and maximizing every customer (both new and existing) engagement.
• In addition to acquiring new to bank customers, the role holder will manage an assigned portfolio of high value customers segment to further deepen existing relationships and grow share of wallet / potential value within the Bank.
• It is expected for the role holder to be customer centric and provide excellent customer service to complete customer experience.
Key Roles & Responsibilities:
Progress against balance scorecard
- Ensures increase in No of new customers to the bank;
- Growth in product cross holding ratio;
- Customer Satisfaction Score / Net Promoter Score (NPS);
- Adherence to process and compliance.
Qualifications & Skills:
• Minimum of a 2nd Class Honours degree in a Business related or other relevant course.
• Minimum 6-9 years sales experience in a similar role
• Strong sales and relationship management skills
• Very strong Communication and Interpersonal skills.
• Role holder is expected to have detailed knowledge of Service Delivery and a competent understanding of Lending and Wealth Management products.
• Credit Risk Analysis (Core)
• Customer Relationship Management (Core)
• Data Conversion & Reporting (Core)
• Legal & Regulatory Knowledge (Core)
• Market / Competitor Knowledge (Core)
• Product knowledge (Core)
• Risk Management (Core)
• Needs profiling & analysis (Core)
• Negotiation & Objection Handling (Core)
• Needs Based / Consultative Sales Skills
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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