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Job Title: Manager, Customer Care Unit
Job ID: 304800
Job Function: Consumer Banking
Location: Nigeria - SCB
Full/Part Time: Full-Time
Regular/Temporary: Permanent
Company: Standard Chartered Bank Plc
Job Description:
Contribute insights & feedback as VOF & VOC towards strategy formulation & execution of plan
Key Roles & Responsibilities:
• Complaint Management Including Resolution
• Continuous Improvements
• Risk & Governance
• Leadership, People & Development
KEY COMPLAINTS METRICS
1. Complaints per 1000 accounts
2. OHS – Overall Handling Score of complaint resolution
3. FCR – First Call Resolution
4. FTR – First Time Resolution
5. Inappropriate Sales
6. TAT < 24 hrs
7. TAT > 24 hrs
8. Unresolved complaints > 20 days
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 & 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 & working knowledge of technology & process management.
- 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 & strong "people" 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.
Method of Application:
Application is online. Use the following instruction to submit your application:
1. Visit this link: Standard Chartered Bank Careers Page (https://cgportal.global.standardchartered.com/psc/hrms/EMPLOYEE/HRMS/c/HRS_HRS.HRS_APP_SCHJOB.GBL-%20Page=HRS_APP_SCHJOB&Action=U)
2. Enter the 'Job Title' as Keyword OR Select Nigeria-SCB under 'Select Location' when switched to 'Advanced Search
3. Click on search
4. Then, click on the job title to read more information about the job and submit your application.