Job Title: Branch Manager
Job ID for North Zone 2 – Maidugri, Otukpo Branch: 8201
Job ID for South-East 6 – Calabar, Asaba, Onitsha, Ariaria, Enugu, Warri: 8185
Location: Nigeria
Company: Stanbic IBTC Bank Plc (a subsidiary of Standard Bank Group)
Sector: Banking and Finance
Job Purpose:
• Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
• 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.
Key accountabilities:
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.
Required Skills and Qualifications:
• Staff Minimum of a 2.2 B.Sc degree in any relevant course.
• Thorough knowledge and understanding of market segmentation and management.
• Knowledge of Personal and Business Banking products and services.
• Knowledge of the country's Personal and Business Banking Strategy.
• Knowledge of sales and marketing theory and principles.
• Knowledge of business and financial management principles and practice, including business economics.
• Knowledge of risk management and credit principles.
• Knowledge of the bank system.
• Knowledge of branch transaction processes.
• Knowledge of distribution channels.
• Knowledge of human resources principles.
• Knowledge of Public Sector market
Experience:
• Minimum of 7 years banking experience with a minimum of 3 years within relationship management and sales.
• A seasoned Banker with wide banking experience.
• Experience in managing a diverse range of people and activities are essential.
Required Competencies:
• Ability to communicate clearly verbally and in writing when interpreting and explaining information relating to business plans, strategy, product benefits, service provision etc. to branch staff and customers.
• Good presentation and negotiation skills.
• Ability to convey factual information clearly.
• Ability to question, probe and clarify information in a diplomatic manner.
• People management skills, including teambuilding, motivation, team goal planning and the ability to use team expertise to full advantage.
• Socially confident, quick to establish rapport, able to maintain good relations even when communicating disagreeable information to customers.
• Ability to reinforce standards and objectives.
• Ability to adapt readily to changes in systems and procedures, and encourage others to do the same.
• Logical thinker – has a clear, focused and methodical approach to work.
• Results-orientated, strongly motivated to achieve, adheres to deadlines.
Customer service-orientated.
• Team player – approachable, receptive to ideas/feedback from subordinates, superiors and customers
• Assertive – able to handle conflict, stand by principles and put forward ideas despite opposition.
• Tough-minded, rarely upset by criticism, able to retain optimism despite setbacks.
• Self-motivated and energetic.
How to Apply:
• Visit Standard Bank Nigeria Jobs Portal (http://u.theinfostrides.com/stanbic-ibtc) .
• Scroll down and enter the "Job ID" in the field provided named "Search by Job ID"
• Click on "Search".
Branch Manager Job in Nigeria (http://www.jobnavy.com/job/3261/branch-manager-job-in-nigeria-at-stanbic-ibtc-bank-plc/)