Search for Job Vacancies and Career Opportunities in Nigeria

Stanbic IBTC Bank Recruiting Massively (20 New Positions)

Date Posted: 31/Jan/2014
Deadline: 13/Feb/2014

Project Support Officer

 

Position Description

Supporting the Project Manager at delivering all assigned functions and ensuring responsibilities given by the Head of Change Services are efficiently handled.


KEY RESPONSIBILITIES

Project Plans
•  Clear understanding and representation of defined Projects
•  Articulate and provide support for timelines mapped for delivering Projects
•  Follow up with Stakeholders regarding resource and information gathering
•  Effectively draw Process Flows and Charts
•  Provide adequate support to ensure successful implementation of all Project plans

Performance Drive / Service Focus

•  Efficient follow up on all stages of Project execution 
•  Daily and weekly Project report rendition
•  Adequate formulation of Whys or Questionnaire that would deduce appropriate data

Sustain Project Implementation
•  Clearly disseminate Project and Process knowledge unto business unit team members
•  Visit business unit after Project execution and ensure implemented “to be” processes are being followed (follow up with LMs for 2months)
•  Provide training manuals for organizing training engagements when and where required
•  Support Change Services in implementing process improvement programs
Identification and Analysis of Risk
•  Understanding Project control systems used for eliminating Project failures
•  Provide support for managing approved Project timelines
•  Create strategy for initiating risk evaluation through industry/market comparability of Products and Processes
•  Monitor and manage risk management dashboard used for tracking and resolving identified risks and outstanding issues
Reporting
•  Provision of daily, weekly, monthly and/or quarterly Reports as duly requested  

KEY PERFORMANCE MEASURES

•  Timely management of delivering stages of
•  Applicable performance metric assessment
•  Provision of user friendly process documentation

 

APPLY HERE

 

 

Finance Analyst – Business Banking

Position Description

•  Overall responsibility for finance related activities for business banking.
•  Responsible for contributing to overall business banking strategy
•  Actively participate in preparing detailed business banking budgets annually as well as rolling forecasts.
•  Assist in periodic performance reporting for the business taking into consideration various segments, products and channels.
•  Continuous contribution to business decisions in terms of providing insights and offering finance professional advice to the business at all times.
•  Responsible for ensuring that costs are properly authorised and correctly captured for the business.
•  Actively participate and intimate the business on rationale for indirect cost allocations with underlying activities.
•  Actively participate in their periodic management meetings and contribute from time to time. 
•  Serve as interface between the business and other finance functional areas. 
•  Actively participate and contribute to the overall PBB business and finance objectives.
•  To provide insights and detailed business driven commentaries in financial reports.
•  Support the business in understanding key changes within the business environment and finance principles – especially with providing impact analysis and recommending alternative courses of action.
•  Smooth engagement and positive perception from the business as a key supporter and enabler.
•  Continuously seek for ways to improve performance through continuous automation of manually generated reports.
•  Proactively anticipate the business needs and requirements from time to time. 
•  Analyse and understand cost drivers for the business and support them in making cost efficient decisions.



Key result areas: 
•  Timely and delivery of budget and revised estimates
•  Timely, consistent and accurate monthly reporting 
•  Early identification of problem areas
•  Swift and effective problem resolution
•  Monthly analysis resulting in greater understanding of business
•  Effective financial controls, which operate as designed
•  Cost reduction initiatives and other key provincial financial objectives attained

 

 

APPLY HERE

 

 

MIS Analyst – Branch Network

Position Description

• Overall responsibility for MIS reporting activities for the branch network.
• Responsible for creating, preparing and sending out aligned reports in different dimensions to the network periodically.
• Design various performance monitoring dashboards
• Regularly engage with the network on various reports, their usefulness and new requirements.
• Serve as the coordinator between the network and the IT/ Finance MIS technical team on various reports. Specifically for monitoring delivery on reporting projects.
• Responsible for testing branch reports across the various reporting platforms and deploying to the network
• Assist in setting access controls for various users of financial information within the network.
• Actively participate in automating reports on various platforms from time to time.
• Actively participate in preparing network budget and ensure alignment to overall PBB budget.
• Attend periodic performance review sessions across the network
• Responsible for communicating principles applied in preparing reports and impact of decisions.
• Monitor branch cost and resolve concerns with various enabling functions.
• Act as the link between the branch network and other finance functional areas.


Key result areas: 
• Timely delivery of budget and revised estimates
• Timely, consistent and accurate monthly reporting 
• Early identification of problem areas
• Swift and effective problem resolution
• Monthly analysis resulting in greater understanding of business
• Effective financial controls, which operate as designed
• Cost reduction initiatives and other key provincial financial objectives attained

 

APPLY HERE

 

 

Change Services Project Manager

Position Description

Designing project plans and agenda, engagement of required stakeholders, implementation of project plans and rendition of project reporting.


KEY RESPONSIBILITIES
Designing Project Plans
•  Design scope of Project
•  Describe measurement of timelines defined for delivering Project
•  Engage Stakeholders regarding goals and objectives of defined Project
•  Implement Project plans
•  Provide adequate communication for stages of Project implementation

Performance Drive / Service Focus

•  Coordinating different stages defined for executing Project
•  Supporting Team Leads at delivering Project inputs and requirements to be used to drive implementation of Project
•  Monitor executed processes and track fall-outs
•  Rendition of weekly and monthly report

Sustain Project Implementation
•  Organize training engagements when and where required
•  Design feedback platform that would enhance continuous improvement
•  Support Change Services in the implementation process improvement projects across the Group
Identification and Analysis of Risk
•  Defining control systems that would reduce or eliminate Project failure
•  Manage approved control systems that would ensure all Project stages are delivered within agreed set timelines
•  Create strategy to ensure change management is effectively implemented
•  Proactively develop risk management dashboard to monitor, track and resolve identified risks
•  Project strategy for resolving foreseeable challenges that may emanate from human resistance to change 

Reporting
•  Provision of weekly, monthly and quarterly Reports on all activities and stages of Project implementation

KEY PERFORMANCE MEASURES

•  Timely management of delivery on various stages of the Project 
•  Applicable performance metric assessment
•  Provision of user friendly process documentation

 

APPLY HERE

 

 

BRANCH MANAGER

Position Description

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. 

•Set and monitor turn-around times for resolving customer queries and complaints. 

•Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals). 

•Ensure that service measurement is maintained and action adverse trends. 
Implement service recovery to facilitate customer retention. 


•Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management 
•Develop sales and relationship management plans to achieve responsive sales targets for the centers. 

•Manage the sales and relationship management tracking system and provide feedback and coaching to the team. 

•Identify different local market segments prevalent in geographical area and keep up to date with changes/developments. 

•Drive the lead referral system. 

•Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development. 

•Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk 
•Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks. 

•Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks. 

•Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs. 

•Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences. 

•Ensure irregularities highlighted in routine control reports are attended to. 

•Co-ordinate the checking of centre tellers/treasury/blank forms. 

•Complete monthly centre housekeeping checklist. 

•Report premises/equipment issues to regional operations. 

•Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated. 

•Ensure that levels of authority and limits of access to information/systems are adhered to. 

•Ensure that all routine controls relating to new business are effectively applied. 

•Ensure compliance with OHS (Occupational Health and Safety) requirements 
People management 
•Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. 

•Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. 

•Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs. 
•Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool 
•Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance. 
•Ensure that equity requirements are met and transformation initiatives supported. 
•Identify strengths and development areas and ensure tat subordinates receive the required coaching/training 
•Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service. 
•Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc. 
•Costs contained within budget. 
•Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism. 
Increased cross-selling ratios. 
•Effective migration of customers/transactions to more appropriate channels. 
•Requisite stationery and cash supplies held. 
•Effective, customer-orientated telephone management. 
•Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings. 
•Staff effectiveness and motivation Postive findings of Inspection Compliance reports

 

APPLY HERE

 

Branch Manager- Kontagora

Position Description

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. 

•Set and monitor turn-around times for resolving customer queries and complaints. 

•Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals). 

•Ensure that service measurement is maintained and action adverse trends. 
Implement service recovery to facilitate customer retention. 


•Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management 
•Develop sales and relationship management plans to achieve responsive sales targets for the centers. 

•Manage the sales and relationship management tracking system and provide feedback and coaching to the team. 

•Identify different local market segments prevalent in geographical area and keep up to date with changes/developments. 

•Drive the lead referral system. 

•Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development. 

•Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk 
•Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks. 

•Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks. 

•Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs. 

•Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences. 

•Ensure irregularities highlighted in routine control reports are attended to. 

•Co-ordinate the checking of centre tellers/treasury/blank forms. 

•Complete monthly centre housekeeping checklist. 

•Report premises/equipment issues to regional operations. 

•Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated. 

•Ensure that levels of authority and limits of access to information/systems are adhered to. 

•Ensure that all routine controls relating to new business are effectively applied. 

•Ensure compliance with OHS (Occupational Health and Safety) requirements 
People management 
•Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. 

•Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. 

•Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs. 
•Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool 
•Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance. 
•Ensure that equity requirements are met and transformation initiatives supported. 
•Identify strengths and development areas and ensure tat subordinates receive the required coaching/training 
•Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service. 
•Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc. 
•Costs contained within budget. 
•Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism. 
Increased cross-selling ratios. 
•Effective migration of customers/transactions to more appropriate channels. 
•Requisite stationery and cash supplies held. 
•Effective, customer-orientated telephone management. 
•Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings. 
•Staff effectiveness and motivation Postive findings of Inspection Compliance reports

 

APPLY HERE

 

Branch Manager- Kwara

Position Description

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. 

•Set and monitor turn-around times for resolving customer queries and complaints. 

•Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals). 

•Ensure that service measurement is maintained and action adverse trends. 
Implement service recovery to facilitate customer retention. 


•Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management 
•Develop sales and relationship management plans to achieve responsive sales targets for the centers. 

•Manage the sales and relationship management tracking system and provide feedback and coaching to the team. 

•Identify different local market segments prevalent in geographical area and keep up to date with changes/developments. 

•Drive the lead referral system. 

•Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development. 

•Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk 
•Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks. 

•Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks. 

•Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs. 

•Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences. 

•Ensure irregularities highlighted in routine control reports are attended to. 

•Co-ordinate the checking of centre tellers/treasury/blank forms. 

•Complete monthly centre housekeeping checklist. 

•Report premises/equipment issues to regional operations. 

•Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated. 

•Ensure that levels of authority and limits of access to information/systems are adhered to. 

•Ensure that all routine controls relating to new business are effectively applied. 

•Ensure compliance with OHS (Occupational Health and Safety) requirements 
People management 
•Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. 

•Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. 

•Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs. 
•Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool 
•Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance. 
•Ensure that equity requirements are met and transformation initiatives supported. 
•Identify strengths and development areas and ensure tat subordinates receive the required coaching/training 
•Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service. 
•Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc. 
•Costs contained within budget. 
•Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism. 
Increased cross-selling ratios. 
•Effective migration of customers/transactions to more appropriate channels. 
•Requisite stationery and cash supplies held. 
•Effective, customer-orientated telephone management. 
•Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings. 
•Staff effectiveness and motivation Postive findings of Inspection Compliance reports

 

APPLY HERE

 

Branch Manager- Calabar

Position Description

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. 

•Set and monitor turn-around times for resolving customer queries and complaints. 

•Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals). 

•Ensure that service measurement is maintained and action adverse trends. 
Implement service recovery to facilitate customer retention. 


•Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management 
•Develop sales and relationship management plans to achieve responsive sales targets for the centers. 

•Manage the sales and relationship management tracking system and provide feedback and coaching to the team. 

•Identify different local market segments prevalent in geographical area and keep up to date with changes/developments. 

•Drive the lead referral system. 

•Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development. 

•Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk 
•Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks. 

•Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks. 

•Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs. 

•Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences. 

•Ensure irregularities highlighted in routine control reports are attended to. 

•Co-ordinate the checking of centre tellers/treasury/blank forms. 

•Complete monthly centre housekeeping checklist. 

•Report premises/equipment issues to regional operations. 

•Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated. 

•Ensure that levels of authority and limits of access to information/systems are adhered to. 

•Ensure that all routine controls relating to new business are effectively applied. 

•Ensure compliance with OHS (Occupational Health and Safety) requirements 
People management 
•Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. 

•Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. 

•Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs. 
•Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool 
•Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance. 
•Ensure that equity requirements are met and transformation initiatives supported. 
•Identify strengths and development areas and ensure tat subordinates receive the required coaching/training 
•Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service. 
•Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc. 
•Costs contained within budget. 
•Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism. 
Increased cross-selling ratios. 
•Effective migration of customers/transactions to more appropriate channels. 
•Requisite stationery and cash supplies held. 
•Effective, customer-orientated telephone management. 
•Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings. 
•Staff effectiveness and motivation Postive findings of Inspection Compliance reports

 

APPLY HERE

 

 

Branch Manager- Onitsha

Position Description

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. 

•Set and monitor turn-around times for resolving customer queries and complaints. 

•Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals). 

•Ensure that service measurement is maintained and action adverse trends. 
Implement service recovery to facilitate customer retention. 


•Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management 
•Develop sales and relationship management plans to achieve responsive sales targets for the centers. 

•Manage the sales and relationship management tracking system and provide feedback and coaching to the team. 

•Identify different local market segments prevalent in geographical area and keep up to date with changes/developments. 

•Drive the lead referral system. 

•Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development. 

•Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk 
•Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks. 

•Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks. 

•Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs. 

•Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences. 

•Ensure irregularities highlighted in routine control reports are attended to. 

•Co-ordinate the checking of centre tellers/treasury/blank forms. 

•Complete monthly centre housekeeping checklist. 

•Report premises/equipment issues to regional operations. 

•Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated. 

•Ensure that levels of authority and limits of access to information/systems are adhered to. 

•Ensure that all routine controls relating to new business are effectively applied. 

•Ensure compliance with OHS (Occupational Health and Safety) requirements 
People management 
•Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates. 

•Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff. 

•Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs. 
•Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool 
•Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance. 
•Ensure that equity requirements are met and transformation initiatives supported. 
•Identify strengths and development areas and ensure tat subordinates receive the required coaching/training 
•Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service. 
•Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc. 
•Costs contained within budget. 
•Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism. 
Increased cross-selling ratios. 
•Effective migration of customers/transactions to more appropriate channels. 
•Requisite stationery and cash supplies held. 
•Effective, customer-orientated telephone management. 
•Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings. 
•Staff effectiveness and motivation Postive findings of Inspection Compliance reports

 

APPLY HERE

 

 

Officer, Branch Control

Position Description

Key Responsibilites

• Call over of Transactions as per the approved threshold. 
• Carrying out spot checks and review of activities in the branches under coverage, cash count and vault administration, funds transfer, Clearing processes and returned cheques, etc, ensuring adherence to policies and procedures
• Review of system exception override message report.
• Review of GL/P&L Movement Report.
• Conduct Seriality checks /test on Managers Cheque/Bank draft in the branches under coverage.
• Review of Suspense/Transit/Proxy Accounts. 
• Review of expense and cash advances and ensure conformity with laid-down policies.
• Carrying out security sweep at least once in a month. 
• Daily review of accounts closure and transfers.
• Ensure complete and accurate recognition of all fees and charges on every relevant account.
• Review of Fixed Asset Register
• Review of Finacle users’ profile.
• Investigations of all Income reversal requests and ensure compliance with approval authority limits.
• Ensure total income leakage detection and recovery.
• Initiates process of investigation into unusual occurrence in the branches.
• Ensure Cleanliness and Integrity of all Internal/GL accounts in the branches under coverage through review of proof of accounts
• Tracking of Regulatory Requirements relevant to the operations of the branches by way of Spot Checks.
• Rendition of Weekly Exception Reports to the Head Branch Control.
• First level  Investigation of Customer Complaints received in the branches
• First level Investigation of all fraud and staff disciplinary cases and ensure that relevant Disciplinary Committee Meeting is held thereon 
• Review of Custody, proper safe keeping and archiving of Transaction Tickets
• Any other adhoc assignment assigned by the Head – Branch control.

 

APPLY HERE

 

 

Head, Service Support – Jos

Position Description

Purpose of Job
Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

Key Accountabilities/KRA
• Risk control, compliance, safe custody and physical security procedures in place and adhered to. 
• Operational losses, revenue, expenditure, cash holdings, blank forms and headcount within agreed budgets and projections. 
• Sales, cross-selling and migration targets met. 
• Efficient voucher flow. 
• Accurate vouchers and documentation. 
• Customer queuing times within limits as a result of efficient service. 
• Turn-around times for customer problem resolution, new accounts, account maintenance, ATM cards etc. in terms of standards. 
• Low numbers of exceptions reflected on data clean-up report. 
• Positive findings of Internal Audit inspection reports and Compliance teams. 
• Satisfied and well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) and Customer Satisfaction Survey (CUSSATS) ratings.
• Subordinate effectiveness and motivation.

 

APPLY HERE

 

Head, Service Support – Ogun

Position Description

Purpose of Job
Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

Key Accountabilities/KRA
• Risk control, compliance, safe custody and physical security procedures in place and adhered to. 
• Operational losses, revenue, expenditure, cash holdings, blank forms and headcount within agreed budgets and projections. 
• Sales, cross-selling and migration targets met. 
• Efficient voucher flow. 
• Accurate vouchers and documentation. 
• Customer queuing times within limits as a result of efficient service. 
• Turn-around times for customer problem resolution, new accounts, account maintenance, ATM cards etc. in terms of standards. 
• Low numbers of exceptions reflected on data clean-up report. 
• Positive findings of Internal Audit inspection reports and Compliance teams. 
• Satisfied and well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) and Customer Satisfaction Survey (CUSSATS) ratings.
• Subordinate effectiveness and motivation.

 

APPLY HERE

 

Head, Service Support – Lagos

Position Description

Purpose of Job
Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

Key Accountabilities/KRA
• Risk control, compliance, safe custody and physical security procedures in place and adhered to. 
• Operational losses, revenue, expenditure, cash holdings, blank forms and headcount within agreed budgets and projections. 
• Sales, cross-selling and migration targets met. 
• Efficient voucher flow. 
• Accurate vouchers and documentation. 
• Customer queuing times within limits as a result of efficient service. 
• Turn-around times for customer problem resolution, new accounts, account maintenance, ATM cards etc. in terms of standards. 
• Low numbers of exceptions reflected on data clean-up report. 
• Positive findings of Internal Audit inspection reports and Compliance teams. 
• Satisfied and well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) and Customer Satisfaction Survey (CUSSATS) ratings.
• Subordinate effectiveness and motivation.

 

APPLY HERE

 

Relationship Manager, Commercial Banking – Lagos

Position Description

Main purpose of the job

•To grow and retain a portfolio of commercial banking relationships by performing both a pro- and re-active value adding role to those customers, ensuring that appropriate personal attention is given to customers and that the customers are provided with products, services and advice that meet their needs

 

APPLY HERE

 

Relationship Manager, Commercial Banking – Kwara

Position Description

Main purpose of the job

•To grow and retain a portfolio of commercial banking relationships by performing both a pro- and re-active value adding role to those customers, ensuring that appropriate personal attention is given to customers and that the customers are provided with products, services and advice that meet their needs

 

APPLY HERE

 

 

Relationship Manager, Commercial Banking - South-South

Position Description

Main purpose of the job

•To grow and retain a portfolio of commercial banking relationships by performing both a pro- and re-active value adding role to those customers, ensuring that appropriate personal attention is given to customers and that the customers are provided with products, services and advice that meet their needs

 

APPLY HERE

 

 

Team Leader, Customer Service – North

Position Description

Main purpose of the job


Lead and supervise the Enquiries, Service Consultants and Frontline Support teams in order to meet and exceed customer service expectations in the Service zone. Where necessary direct customers to the correct department and/or migrate to more appropriate channels. Maintain a high level of integrity and ethical standards.


Key responsibilities

Customer Service

Ensure that subordinates provide customers with appropriate information and services.
Ensure that subordinates provide customers with exceptional service in the Service Express zone.
In cases that have been escalated, refer customers to the correct department or migrate to a more appropriate, cost-effective channel, e.g. self-service banking.
For complaints that have been referred to the incumbent by subordinates, listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible referring queries/complaints to the appropriate area and follow up on referrals to ensure satisfactory resolution.
Initiate steps to resolve issues/problems affecting customer service timeously, where issues are referred by subordinates or identified by the incumbent.
Ensure identification of opportunities to cross-sell products and services and pass leads to the relevant sales departments.
Ensure correct scheduling of staff to meet customer demands by using Branch Scheduling Tool (BST)
Ensure workload fit is achieved

People Management

Lead the Service Express zone team in the provision of excellent service, providing guidance and coaching where necessary.
Monitor service levels provided and initiate appropriate steps to address any concerns or below standard service.
Identify and address staff training and development issues.

Legislative Compliance

Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act and National Credit Act requirements.


Key performance measures

Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
An effective and motivated team – subordinate feedback.
Queuing times within agreed standards.
Turn-around times adhered to.
Compliance with procedures.
Accurate documentation.
Positive findings of Internal Audit and compliance reports.
Achievement of Sales Budgets that have been set for staff in the Express Service zone.


Important relationships

Build and maintain successful relationships with new and existing customers
Build and maintain good working relationships with frontline and sales staff, other team leaders and management within the branch and in other business units in order to ensure smooth resolution of customer queries and referrals.


Problem solving, planning and decision making

Deal with a wide range of queries from customers taking into account the customers requirements as well as the bank’s operational limitations.
Problems tend to be operational issues that do not have set solutions and have been referred by either the Service Consultant or the Express Enquiries Officers, they typically require substantial work experience and knowledge to find the correct solution.
In the case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management, taking the individual customer history and circumstances into account.
Works within laid down policy, procedures, system parameters and internal controls.


Knowledge, experience and personal competencies

Knowledge

Financial Services related qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
Sound knowledge of laid down procedures and policies.
Excellent knowledge of Self-Service Banking (ATM’s, Internet, Telephone and Cell Phone Banking).
Comprehensive knowledge of Customer Service principles and how to apply them.
Comprehensive knowledge of banking products and services offered, and the systems and procedures underpinning them.
Understanding of the products offered by other Standard Bank Group Companies.
Knowledge of the functions of the different job roles in the branch.
Understanding of service and sales initiatives
Knowledge of the functions and activities of other departments and support entities.
Knowledge of how to motivate, coach, develop and lead a team.

 

APPLY HERE

 

Team Leader, Customer Service - Southwest zone

Position Description

Main purpose of the job


Lead and supervise the Enquiries, Service Consultants and Frontline Support teams in order to meet and exceed customer service expectations in the Service zone. Where necessary direct customers to the correct department and/or migrate to more appropriate channels. Maintain a high level of integrity and ethical standards.


Key responsibilities

Customer Service

Ensure that subordinates provide customers with appropriate information and services.
Ensure that subordinates provide customers with exceptional service in the Service Express zone.
In cases that have been escalated, refer customers to the correct department or migrate to a more appropriate, cost-effective channel, e.g. self-service banking.
For complaints that have been referred to the incumbent by subordinates, listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible referring queries/complaints to the appropriate area and follow up on referrals to ensure satisfactory resolution.
Initiate steps to resolve issues/problems affecting customer service timeously, where issues are referred by subordinates or identified by the incumbent.
Ensure identification of opportunities to cross-sell products and services and pass leads to the relevant sales departments.
Ensure correct scheduling of staff to meet customer demands by using Branch Scheduling Tool (BST)
Ensure workload fit is achieved

People Management

Lead the Service Express zone team in the provision of excellent service, providing guidance and coaching where necessary.
Monitor service levels provided and initiate appropriate steps to address any concerns or below standard service.
Identify and address staff training and development issues.

Legislative Compliance

Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act and National Credit Act requirements.


Key performance measures

Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
An effective and motivated team – subordinate feedback.
Queuing times within agreed standards.
Turn-around times adhered to.
Compliance with procedures.
Accurate documentation.
Positive findings of Internal Audit and compliance reports.
Achievement of Sales Budgets that have been set for staff in the Express Service zone.


Important relationships

Build and maintain successful relationships with new and existing customers
Build and maintain good working relationships with frontline and sales staff, other team leaders and management within the branch and in other business units in order to ensure smooth resolution of customer queries and referrals.


Problem solving, planning and decision making

Deal with a wide range of queries from customers taking into account the customers requirements as well as the bank’s operational limitations.
Problems tend to be operational issues that do not have set solutions and have been referred by either the Service Consultant or the Express Enquiries Officers, they typically require substantial work experience and knowledge to find the correct solution.
In the case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management, taking the individual customer history and circumstances into account.
Works within laid down policy, procedures, system parameters and internal controls.


Knowledge, experience and personal competencies

Knowledge

Financial Services related qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
Sound knowledge of laid down procedures and policies.
Excellent knowledge of Self-Service Banking (ATM’s, Internet, Telephone and Cell Phone Banking).
Comprehensive knowledge of Customer Service principles and how to apply them.
Comprehensive knowledge of banking products and services offered, and the systems and procedures underpinning them.
Understanding of the products offered by other Standard Bank Group Companies.
Knowledge of the functions of the different job roles in the branch.
Understanding of service and sales initiatives
Knowledge of the functions and activities of other departments and support entities.
Knowledge of how to motivate, coach, develop and lead a team.

 

APPLY HERE

 

 

Team Leader, Customer Service – Lagos

Position Description

Main purpose of the job


Lead and supervise the Enquiries, Service Consultants and Frontline Support teams in order to meet and exceed customer service expectations in the Service zone. Where necessary direct customers to the correct department and/or migrate to more appropriate channels. Maintain a high level of integrity and ethical standards.


Key responsibilities

Customer Service

Ensure that subordinates provide customers with appropriate information and services.
Ensure that subordinates provide customers with exceptional service in the Service Express zone.
In cases that have been escalated, refer customers to the correct department or migrate to a more appropriate, cost-effective channel, e.g. self-service banking.
For complaints that have been referred to the incumbent by subordinates, listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible referring queries/complaints to the appropriate area and follow up on referrals to ensure satisfactory resolution.
Initiate steps to resolve issues/problems affecting customer service timeously, where issues are referred by subordinates or identified by the incumbent.
Ensure identification of opportunities to cross-sell products and services and pass leads to the relevant sales departments.
Ensure correct scheduling of staff to meet customer demands by using Branch Scheduling Tool (BST)
Ensure workload fit is achieved

People Management

Lead the Service Express zone team in the provision of excellent service, providing guidance and coaching where necessary.
Monitor service levels provided and initiate appropriate steps to address any concerns or below standard service.
Identify and address staff training and development issues.

Legislative Compliance

Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act and National Credit Act requirements.


Key performance measures

Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
An effective and motivated team – subordinate feedback.
Queuing times within agreed standards.
Turn-around times adhered to.
Compliance with procedures.
Accurate documentation.
Positive findings of Internal Audit and compliance reports.
Achievement of Sales Budgets that have been set for staff in the Express Service zone.


Important relationships

Build and maintain successful relationships with new and existing customers
Build and maintain good working relationships with frontline and sales staff, other team leaders and management within the branch and in other business units in order to ensure smooth resolution of customer queries and referrals.


Problem solving, planning and decision making

Deal with a wide range of queries from customers taking into account the customers requirements as well as the bank’s operational limitations.
Problems tend to be operational issues that do not have set solutions and have been referred by either the Service Consultant or the Express Enquiries Officers, they typically require substantial work experience and knowledge to find the correct solution.
In the case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management, taking the individual customer history and circumstances into account.
Works within laid down policy, procedures, system parameters and internal controls.


Knowledge, experience and personal competencies

Knowledge

Financial Services related qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
Sound knowledge of laid down procedures and policies.
Excellent knowledge of Self-Service Banking (ATM’s, Internet, Telephone and Cell Phone Banking).
Comprehensive knowledge of Customer Service principles and how to apply them.
Comprehensive knowledge of banking products and services offered, and the systems and procedures underpinning them.
Understanding of the products offered by other Standard Bank Group Companies.
Knowledge of the functions of the different job roles in the branch.
Understanding of service and sales initiatives
Knowledge of the functions and activities of other departments and support entities.
Knowledge of how to motivate, coach, develop and lead a team.

 

APPLY HERE

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 







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