Job Title: Head, WB Client Services Group Nigeria
Job ID: 324274
Location: Nigeria – SCB
Job Function: Technology & Operations
Company: Standard Chartered Bank Plc
Job Description
To manage the day-to-day service delivery of the WB Client Services Group (CSG) in-country team, including responsibility for overall service quality, process efficiency and improvement, managing risk, people and projects within the CSG.
• Responsible for ensuring high quality customer service in CSG, serving as primary contact point for all OCC clients, Business and segment Heads, Relationship Managers for advice, resolution of transactional enquiries, complaints, service improvement and industry surveys etc.
• Lead Service Reviews meetings with key clients ensuring participation and engagement of business /Segment heads and Senior RMs.
• Deploy and manage a WB client service model that is aligned to client value proposition
• Manage the resources within CSG to meet and exceed service standards
• Responsible for driving Outserve and CIWWW (Continuously improve the way we work) agenda in-country and ensuring senior management engagement and ownership of service issues/opportunities
• Drive Service Quality Management activities – Industry surveys, Internal and External VoC, complaints, metrics, service culture, call quality, root cause analysis and service recovery.
• Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor and regularly review the procedures and controls to ensure they reflect changes in process, products, policies and regulations
• Manage adherence to policies including escalation and compliance requirements.
• Review & monitor workflow for efficiencies in time, costs and service levels
• Plan and implement service improvement initiatives based on metrics, complaints and VoC
• Plan and control staffing, deployment, training, appraisals, etc staff matters
• Build and maintain a supportive organisation climate of continuous guidance, coaching and motivation to team members; up-skilling through on-the-job training and setting/stretching targets and objectives; and through service audits and the reward and recognition system.
Key Roles & Responsibilities
• Delivery & Efficiency
• Risk & Control
• People Management
• Service Management
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
- 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
Method of Application:
Application is online. Use the following instruction to submit your application:
1. Visit this link: Standard Chartered Bank Careers Page (http://u.theinfostrides.com/yKcZK)
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.
Head, WB Client Services Jobs in Nigeria (http://www.jobnavy.com/job/2191/head-wb-client-services-jobs-in-nigeria-at-standard-chartered-bank-plc/)