{"id":9472,"date":"2011-05-13T10:40:04","date_gmt":"2011-05-13T09:40:04","guid":{"rendered":"https:\/\/joblistnigeria.com\/?p=9472"},"modified":"2014-01-11T21:24:15","modified_gmt":"2014-01-11T20:24:15","slug":"stanbic-ibtc-bank-careers-2011","status":"publish","type":"post","link":"https:\/\/joblistnigeria.com\/stanbic-ibtc-bank-careers-2011.html","title":{"rendered":"Stanbic IBTC Bank Careers 2011"},"content":{"rendered":"

\"\"<\/a>Stanbic IBTC Bank Job Vacancy For Service Centre Managers in Okota and Ikotun<\/strong><\/p>\n

Manager, Service Centre \u2013 IKOTUN<\/p>\n

Job ID6818
\nLocation Nigeria \u2013 Lagos
\nDivision Personal and Business\u00a0Banking
\nPosition Category Customer Relationship Management
\nEmployment Type Full Time \u2013 Permanent
\nShift No
\nRegulatory Approval Yes<\/p>\n

Division Proposition<\/strong>
\nWork with Standard Bank and join a dynamic team of professionals proud to be voted the Best Bank in Africa for three years running. Our core values of service and innovation are at the heart of our business, and our global workforce benefits from our unique culture of empowerment and independence, enabling us to maintain competitive advantage in the world\u2019s premier financial markets<\/p>\n

Position Description
\nJob Purpose<\/strong>
\nEnsure 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 centres. To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling\u00a0opportunities 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.
\n
\nKey Responsibilities
\nCustomer service<\/strong>
\nSet and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
\nEnsure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels
\nEnsure that the centres strive for continuous service improvement.
\nConvene regular customer discussion forums and action the results.
\nMaintain awareness of serious customer complaints and attend to resolution.
\nEnsure that opportunities for migration of customers to more appropriate\/cost-effective channels and migratable teller\/enquiry transactions are identified and actioned.
\nEnsure efficient, customer-orientated telephone procedures.
\nDiscuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
\nEnsure BST schedule adherence for all reporting Service Centres
\n
\nManagement of service improvement<\/strong>
\nManage the customer problem resolution process and ensure the accurate logging of information.
\nSet and monitor turn-around times for resolving customer queries and complaints.
\nEnsure 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).
\nEnsure that service measurement is maintained and action adverse trends.
\nImplement service recovery to facilitate customer retention.
\n
\nLegislative compliance<\/strong>
\nIn terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a Representative of an Authorised Financial Services Provider.
\nIn your current position you are not an accredited Representative in terms of FAIS and are therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.
\nIn your position as a non Representative staff member you may, however, operate in a FAIS position and sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy a financial product as defined in FAIS
\nEnsure that customers provide\/have provided documentation as required in terms of FICA\/KYC legislation
\n
\nManagement of responsive sales<\/strong>
\nDevelop sales plans to achieve responsive sales targets for the centres.
\nManage the sales tracking system and provide feedback and coaching to the team.
\nIdentify different local market segments prevalent in geographical area and keep up to date with changes\/developments.
\nDrive the lead referral system.
\nCoach the responsive sales team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.<\/p>\n

Management of credit and operational risk<\/strong>
\nIdentify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
\nRecommend revision of internal controls to provincial operations where appropriate, to address\u00a0new or previously uncontrolled risks.
\nManage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
\nManage and ensure overall operational readiness\/efficiency of the centres\u2019 infrastructure (including premises, ATMs, systems), physical security, opening\/closing procedures and operational issues such as fraud, losses and differences.
\nEnsure irregularities highlighted in routine control reports are attended to.
\nCo-ordinate the checking of centre tellers\/treasury\/blank forms.
\nComplete monthly centre housekeeping checklist.
\nReport premises\/equipment issues to regional operations.
\nEnsure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
\nEnsure that levels of authority and limits of access to information\/systems are adhered to.
\nEnsure that all routine controls relating to\u00a0new business are effectively applied.
\nEnsure compliance with OHS (Occupational Health and Safety) requirements
\n
\nPeople management<\/strong>
\nDelegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
\nMonitor 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.
\nPrepare a flexible staffing plan to meet service\/sales demands in the centres, taking into account local conditions, resourcing options and costs.
\nOverall staff complement to be in line with productivity measurements. \u2013 Branch Scheduling Tool
\nVisibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
\nEnsure that equity requirements are met and transformation initiatives supported.
\nIdentify strengths and development areas and ensure tat subordinates receive the required coaching\/training
\nTurn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
\nControl operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
\nCosts contained within budget.
\nAvailability of ATMs and within target, site cleanliness requirements met, minimal vandalism.
\nIncreased cross-selling ratios.
\nEffective migration of customers\/transactions to more appropriate channels.
\nRequisite stationery and cash supplies held.
\nEffective, customer-orientated telephone management.
\nRetention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
\nStaff effectiveness and motivation
\nPostive findings of Inspection Compliance reports
\n
\nRequired Skills and Qualifications<\/strong>
\nKNOWLEDGE<\/strong>
\nMinimum of a 2.2 B.Sc degree in any relevant course.
\nThrough knowledge and understanding of market segmentation and management.
\nKnowledge of Personal and Business Banking products and services.
\nKnowledge of the country\u2019s Personal and Business Banking Strategy.
\nKnowledge of sales and\u00a0marketing theory and principles.
\nKnowledge of business and financial management principles and practice, including business economics.
\nKnowledge\u00a0of risk management and credit principles.
\nKnowledge of the bank system.
\nKnowledge of branch transaction processes.
\nKnowledge of distribution channels.
\nKnowledge of human resources principles.<\/p>\n

EXPERIENCE<\/strong>
\nMinimum of 7 years banking experience with a minimum of 5 years within relationship management and sales.
\nA seasoned Banker with wide banking experience.
\nExperience in managing a diverse range of people and activities are essential.<\/p>\n

Required Competencies<\/strong>
\nAbility to communicate clearly verbally and in writing when interpreting and explaining information relating to business plans, strategy, product benefits, service provision etc. to branch staff and customers.
\nGood presentation and negotiation skills.
\nAbility to convey factual information clearly.
\nAbility to question, probe and clarify information in a diplomatic manner.
\nPeople management skills, including teambuilding, motivation, team goal planning and the ability to use team expertise to full advantage.
\nSocially confident, quick to establish rapport, able to maintain good relations even when communicating disagreeable information to customers.
\nAbility to reinforce standards and objectives.
\nAbility to adapt readily to changes in systems and procedures, and encourage others to do the same.
\nLogical thinker \u2013 has a clear, focused and methodical approach to work.
\nResults-orientated, strongly motivated to achieve, adheres to deadlines.
\nCustomer service-orientated.
\nTeam player \u2013 approachable, receptive to ideas\/feedback from subordinates, superiors and customers
\nAssertive \u2013 able to handle conflict, stand by principles and put forward ideas despite opposition.
\nTough-minded, rarely upset by criticism, able to retain optimism despite setbacks.
\nSelf-motivated and energetic.
\nWe are an equal opportunities employer and are totally opposed to discrimination in any form. It is our policy to provide equal employment opportunities for all employees regardless of race, sex, colour, nationality, national or ethnic origin, sexual orientation, marital \/ partnership status, religion, age or disability.<\/p>\n

Click here to Apply for Job<\/strong><\/a>
\n
\nB<\/strong><\/p>\n

Manager, Service Centre \u2013 OKOTA
\nJob ID6819
\nLocation\u00a0Nigeria \u2013 Lagos
\nDivision Personal and Business Banking
\nPosition Category Customer Relationship Management
\nEmployment Type Full Time \u2013 Permanent
\nShift No
\nRegulatory Approval Yes<\/strong><\/p>\n

Division Proposition<\/strong>
\nWork with Standard Bank and join a dynamic team of professionals proud to be voted the Best Bank in Africa for three years running. Our core values of service and innovation are at the heart of our business, and our global workforce benefits from our unique culture of empowerment and independence, enabling us to maintain competitive advantage in the world\u2019s premier financial markets<\/p>\n

Position Description<\/strong><\/p>\n

Job Purpose<\/strong>
\nEnsure 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 centres. 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.<\/p>\n

Key Responsibilities
\nCustomer service<\/strong>
\nSet and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
\nEnsure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
\nEnsure that the centres strive for continuous service improvement.
\nConvene regular customer discussion forums and action the results.
\nMaintain awareness of serious customer complaints and attend to resolution.
\nEnsure that opportunities for migration of customers to more appropriate\/cost-effective channels and migratable teller\/<\/a>enquiry transactions are identified and actioned.
\nEnsure efficient, customer-orientated telephone procedures.
\nDiscuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
\nEnsure BST schedule adherence for all reporting Service Centres
\n
\nManagement of service improvement<\/strong>
\nManage the customer problem resolution process and ensure the accurate logging of information.
\nSet and monitor turn-around times for resolving customer queries and complaints.
\nEnsure 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).
\nEnsure that service measurement is maintained and action adverse trends.
\nImplement service recovery to facilitate customer retention.<\/p>\n

Legislative compliance<\/strong>
\nIn terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a Representative of an Authorised Financial Services Provider.
\nIn your current position you are not an accredited Representative in terms of FAIS and are therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.
\nIn your position as a non Representative staff member you may, however, operate in a FAIS position and sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy\u00a0a financial product as defined in FAIS
\nEnsure that customers provide\/have provided documentation as required in terms of FICA\/KYC legislation
\n
\nManagement of responsive sales<\/strong>
\nDevelop sales plans to achieve responsive sales targets for the centres.
\nManage the sales tracking system and provide feedback and coaching to the team.
\nIdentify different local market segments prevalent in geographical area and keep up to date with changes\/developments.
\nDrive the lead referral system.
\nCoach the responsive sales team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
\n
\nManagement of credit and operational risk<\/strong>
\nIdentify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
\nRecommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
\nManage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
\nManage and ensure overall operational readiness\/efficiency of the centres\u2019 infrastructure (including premises, ATMs, systems), physical security, opening\/closing procedures and operational issues such as fraud, losses and differences.
\nEnsure irregularities highlighted in routine control reports are attended to.
\nCo-ordinate the checking of centre tellers\/treasury\/blank forms.
\nComplete monthly centre housekeeping checklist.
\nReport premises\/equipment issues to regional operations.
\nEnsure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
\nEnsure that levels of authority and limits of access to information\/systems are adhered to.
\nEnsure that all routine controls relating to new business are effectively applied.
\nEnsure compliance with OHS (Occupational Health and Safety) requirements<\/p>\n

People management<\/strong>
\nDelegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
\nMonitor 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.
\nPrepare a flexible staffing plan to meet service\/sales demands in the centres, taking into account local conditions, resourcing options and costs.
\nOverall staff complement to be in line with productivity measurements. \u2013 Branch Scheduling Tool
\nVisibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
\nEnsure that equity requirements are met and transformation initiatives supported.
\nIdentify strengths and development areas and ensure tat subordinates receive the required coaching\/training
\nTurn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
\nControl operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
\nCosts contained within budget.
\nAvailability of ATMs and within target, site cleanliness requirements met, minimal vandalism.
\nIncreased cross–<\/a>selling ratios.
\nEffective migration of customers\/transactions to more appropriate channels.
\nRequisite stationery and cash supplies held.
\nEffective, customer-orientated telephone management.
\nRetention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
\nStaff effectiveness and motivation
\nPostive findings of Inspection Compliance reports<\/p>\n

Required Skills and Qualifications<\/strong>
\nKNOWLEDGE
\nMinimum of a 2.2 B.Sc degree in any relevant course.
\nThrough knowledge and understanding of market segmentation and management.
\nKnowledge of Personal and Business Banking products and services.
\nKnowledge of the country\u2019s Personal and Business Banking Strategy.
\nKnowledge of sales and marketing theory and principles.
\nKnowledge of business and financial management principles and practice, including business economics.
\nKnowledge of risk management and credit principles.
\nKnowledge of the bank system.
\nKnowledge of branch transaction processes.
\nKnowledge of distribution channels.
\nKnowledge of human resources principles.<\/p>\n

EXPERIENCE<\/strong>
\nMinimum of 7 years banking experience with a minimum of 5 years within relationship management and sales.
\nA seasoned Banker with wide banking experience.
\nExperience in managing a diverse range of people and activities are essential.
\nRequired Competencies
\nAbility to communicate clearly verbally and in writing when interpreting and explaining information relating to business plans, strategy, product benefits, service provision etc. to branch staff and customers.
\nGood presentation and negotiation skills.
\nAbility to convey factual information clearly.
\nAbility to question, probe and clarify information in a diplomatic manner.
\nPeople management skills, including teambuilding, motivation, team goal planning and the ability to use team expertise to full advantage.
\nSocially confident, quick to establish rapport, able to maintain good relations even when communicating disagreeable information to customers.
\nAbility to reinforce standards and objectives.
\nAbility to adapt readily to changes in systems and procedures, and encourage others to do the same.
\nLogical thinker \u2013 has a clear, focused and methodical approach to work.
\nResults-orientated, strongly motivated to achieve, adheres to deadlines.
\nCustomer service-orientated.<\/p>\n

Team player \u2013 approachable, receptive to ideas\/feedback from subordinates, superiors and customers
\nAssertive \u2013 able to handle conflict, stand by principles and put forward ideas despite opposition.
\nTough-minded, rarely upset by criticism, able to retain optimism despite setbacks.
\nSelf-motivated and energetic.<\/p>\n

We are an equal opportunities employer and are totally opposed to discrimination in any form. It is our policy to provide equal employment opportunities for all employees regardless of race, sex, colour, nationality, national or ethnic origin, sexual orientation, marital \/ partnership status, religion, age or disability.<\/p>\n

Click here to Apply for Job<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Stanbic IBTC Bank Job Vacancy For Service Centre Managers in Okota and Ikotun Manager, Service Centre \u2013 IKOTUN Job ID6818 Location Nigeria \u2013 Lagos Division Personal and Business\u00a0Banking Position Category…..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[11],"tags":[303],"jetpack_publicize_connections":[],"yoast_head":"\nStanbic IBTC Bank Careers 2011 - Jobs in Nigeria<\/title>\n<meta name=\"description\" content=\"Stanbic IBTC Bank Job Vacancy For Service Centre Managers in Okota and Ikotun Manager, Service Centre \u2013 IKOTUN Job ID6818 Location Nigeria \u2013 Lagos\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistnigeria.com\/stanbic-ibtc-bank-careers-2011.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Joblist Nigeria\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"14 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistnigeria.com\/stanbic-ibtc-bank-careers-2011.html\",\"url\":\"https:\/\/joblistnigeria.com\/stanbic-ibtc-bank-careers-2011.html\",\"name\":\"Stanbic IBTC Bank Careers 2011 - 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