Author Topic: Customer Service Manager, Ota - Nigeria Job at Standard Chartered Bank Plc  (Read 325 times)


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Job Title: Customer Service Manager    

Employer: Standard Chartered Bank Plc (SCB)

Job ID: 412828    

Job Function: Consumer Banking

Location: Ota, Nigeria  

Full/Part Time: Full time

Job Description:

•   The incumbent would be expected to manage the branch team working closely both with the Regional Branch Head and the Segment Head. He/She would be expected to acquire, grow and deepen customer relationships through excellent service delivery, with a special focus on understanding, analysing and satisying the financial and investment needs of these customers

•   The role holder is responsible for driving profitable volume growth through new business acquisition and maximizing every customer (both new and existing) engagement.

•   In addition to acquiring new to bank customers, the role holder will manage an assigned portfolio of high value customers segment to further deepen existing relationships and grow share of wallet / potential value within the Bank.

•   It is expected for the role holder to be customer centric and provide excellent customer service to complete customer experience.

Key Roles & Responsibilities:

Progress against balance scorecard
  • Ensures increase in No of new customers to the bank;
  • Growth in product cross holding ratio;
  • Customer Satisfaction Score / Net Promoter Score (NPS);
  • Adherence to process and compliance.

Qualifications & Skills:

• Minimum of a 2nd Class Honours degree in a Business related or other relevant course.

• Minimum 6-9 years sales experience in a similar role

• Strong sales and relationship management skills

• Very strong Communication and Interpersonal skills.

• Role holder is expected to have detailed knowledge of Service Delivery and a competent understanding of Lending and Wealth Management products.

•   Credit  Risk Analysis (Core)

•   Customer Relationship Management (Core)

•   Data Conversion & Reporting (Core)

•   Legal & Regulatory Knowledge (Core)

•   Market / Competitor Knowledge (Core)

•   Product knowledge (Core)

•   Risk Management (Core)

•   Needs profiling & analysis (Core)

•   Negotiation & Objection Handling (Core)

•   Needs Based / Consultative Sales 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.

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