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Customer Service Manager, Ota At Standard Chartered Bank

Date Posted: 28/Jan/2014
Deadline: Not Specified

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.
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

Method of Application

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