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Service Managers At Standard Chartered Bank Nigeria

Date Posted: 10/Aug/2014
Deadline: Not Specified

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.

 

Service Managers                  

Job Description

               

Ensure delivery of quality service and advice to our Bank segment clients in all interactions for transactional enquiries, feedback, complaints, and other service-related issues.

 

As a Service Partner, work together with TB Sales, OCC, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank.

 

Assist TB Sales in building profitable relationship with clients through (joint) client calling (if appropriate), and regular telephone contacts with clients.

 

As part of the service network, provide assistance to other service teams by contacting banks locally towards resolution of enquiries and issues.

               

Key Roles & Responsibilities

               

Client Service & Client Relationship Building

 

• Primary point of contact for bank clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors

• Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients

• Resolve local clients’ enquiries and issues related to TB outbound business (first tier currencies are USD, EUR and JPY).

• Establish team operating standards (e.g. frequency of follow-up, frequency of reverts to clients etc),monitor adherence and monitor client feedback. Share and discuss this with stakeholders.

• On request of other parts of the service network, contact banks locally to obtain timely information and expedite resolution of enquiries and issues. Build relationship with operations area of banks operating locally (clients and non clients) to facilitate this.

• Work in partnership with TB Sales by:

- Maintaining a coordinated approach to the clients in the portfolio

- Keeping TB Sales regularly updated of key issues and trends

- Involve TB Sales in issues as and when appropriate

- Involve in sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues

- Making proactive calls on clients to improve utilisation, increase transaction volume, identify opportunities for channels and referrals for the business

• Building trusted partnership with clients at the daily transactional / operational level through regular phone calls, and face to face meetings/visits

 

Proactive updates on outstanding issues

- Understanding client expectations and needs for quality client services

- Conduct periodic service reviews with clients (if appropriate)

• Responsible for effective service recovery process through complaint logging and handling

• Maintain a professional SCB image through all interactions with clients

• Continually identify opportunities to improve client efficiency / performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities

               

Qualifications & Skills

               

•  Minimum of a 2nd Class degree in a relevant course.

• Organised and detail orientated

• Computer literate with the ability to learn client service software applications

• Effective interpersonal and communication skills

• Good questioning skills

• Good analytical and problem solving skills

• Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’

• Able to identify and manage both transactional and operational risks

• Ability to work under pressure

• Intermediate level cash and trade product/processes knowledge

• Sound CIC banking operations experience including channels an advantage

 

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

Interested and qualified? Click the Apply now button to send your application

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