Stanbic-IBTC Bank Nigeria Job: Head Customer Contact Centre

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Work with Standard Bank and join a dynamic team of professionals proud to be voted the Best Bank in Africa for three years running. Our core values of service and innovation are at the heart of our business, and our global workforce benefits from our unique culture of empowerment and independence, enabling us to maintain competitive advantage in the world's premier financial markets.

Position: Head Customer Contact Centre
Job ID: 6071
Location: Lagos-Nigeria
Employment Type: Full Time – Permanent

MAIN PURPOSE OF JOB:
•   Oversee the implementation of the customer care and complaints management program and spearhead high quality and effective customer relations and service recovery through the roll out and management of a customer contact centre for the country.
•   Responsible for the daily running and management of the Customer Contact Centre.
•   Implementing innovative service initiatives through the centre.

KEY RESPONSIBILITIES
•   Customer Service
•   Complaints Management
•   Service Measurement and Reporting
•   People Management
•   Problem solving
•   Planning
•   Decision making

Required Skills and Qualifications

PERSONAL COMPETENCIES
• Excellent leadership and managerial skills.
• Good verbal communication skills – sincere and articulate.
• Passionate about service.
• Result oriented.
• Ability to listen and probe effectively to determine customers' real needs.
• Ability to provide accurate information.
• Focuses on getting things finished.
• Ability to handle pressure/conflict.
• Ability to remain calm under pressure and not to take criticism personally.
• Self-motivated.
• Integrity and honesty.

EDUCATION
Minimum of a first degree from a reputable university in a related discipline
Required Competencies

KNOWLEDGE
• Understanding of a full range of products
• Understanding of Contact Centre Operations Management.
• High degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank's procedures and policies and the application of the GRG with particular emphasis on the account opening environment, policies and procedures.
• Code of Banking Practice (BOFIA, CBN ACT)
• Understanding the Bank's service standard and practice.
• Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

For more information and application: Stanbic-IBTC Bank Nigeria Job: Head Customer Contact Centre.

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