Corporate Client Care Officer Job at Stanbic IBTC Bank Plc

[Jobrib]

Job Title: Officer, Corporate Client Care

Employer: Stanbic IBTC Bank Plc

Parent Company: Standard Bank Group

Sector: Banking and Finance

Job ID: 11678  

Location: Lagos, Nigeria

Division: Group Operations

Position Category: Group Operations Control

Employment Type: Full Time – Permanent

Shift: No

Regulatory Approval: Yes

Purpose of Job:

•   To optimise Corporate Client Care fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank's vision & values

•   Maintain a corporate customer care team with focus on sales support, account opening and documentation, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.

•   Ensure successful after sales service of all solutions delivered by Client Services and maintain a proactive means of identifying customers' needs and service preferences

KEY RESPONSIBILITIES:

Customer and Business Partner Relationship Management;

•Identifies customer service expectations, applies SLAs and aligns to the Customer Value Proposition in order to deliver an appropriate service.

•Investigates customers' complaints relating to payments by continuously interacting with the various customers to ensure high service levels by Payment function

Cost Management;

•Implements tactical initiatives to reduce cost  to ensure that budgets for the Payments function are met

•Ensures that throughput is maximised throughout the payments function by implementing principles of Lean manufacturing and Six Sigma

Resource Utilisation;

•Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies

Operational Performance;

•Support the head of unit to develop and deploy operational strategy to integrate, improved and innovate through uniformity of processes and optimal utilization of technology platforms to improve service, turnaround times and improved customer satisfaction.

•Provide efficient and effective service by ensuring that customer queries are Managed effectively and we utilize customer feedback to enhance our offering.

•Understanding industry trends relating to telephone banking and query handling capabilities

•To understand and mould the Client Account Management area, ultimately driving the desired CIB and the teams business objective business objectives.

•Improving performance by raising efficiency through technology opportunities available.

Control;

•Compliance with processes and procedures in place within the region and align with benchmark Risk Management practices and the Corporate Client Care broader risk policies and procedures

•Ability to identify, accurately access and appropriately act on all aspects of risk associated with their specialist area, division and interdependent projects/ areas (including their client base, products, systems and services).

Self Development;

•Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Key Performance Measure:

•Consistent achievement of high levels of customer service and satisfaction

•Compliance and improvement on turn- around times (TAT)

•Improved customer service and satisfaction levels as per customer survey results

•Reduction of costs and increased throughput

•Compliance to regulatory requirements governing banking practices

•Effective management and mitigation of operational risks

•Management of relationships with suppliers and stakeholders

Required Skills and Qualifications:

•Relevant Degree (BSc)

•Minimum of  2 years Customer service experience

•Knowledge of banking products, account opening requirements and services, deposits, liquidity management (sweeping capabilities and rules), and other liability instruments.

•High customer service experience, ethic and responsibility

•Strong written, verbal communication skills and product/client presentation skills

•Good knowledge of Microsoft Office – (Word)

•SWIFT operations

•Good customer service experience managing accounts

•Managing projects

•Building and maintaining relationships

•Risk identification and assessment skills

•People management skills

Required Competencies:

•Good planning and query resolution skills

•Communicate effectively at all levels, take initiative, excellent listening skills

•Strong Customer Focus and continuous interface

•Strong interdepartmental skills, high customer service ethic and responsibility

•Technology Competent

•Analytical

•Team Player

•Decisive

•Planning and Organisational Skills

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