Standard Chartered Bank Nigeria - We are recruiting to fill the position below:
POSITION : Manager, Client Experience
Description
Contribute insights & feedback from customer complaints and conversations towards strategy formulation & execution of CE overall objectives.
Complaint Management Including Resolution:
- Manage complaints to deliver on the target KPI’s
- Ensure timely processing of complaints logged in the Complaints Management System and customer feedback forms to deliver on CE and Retail Clients turnaround time.
- Ensure that all complaints logged on the Complaints Management System are accurate and follow the required work flow.
- Ensure acknowledgement and closure messages are sent out for all complaints received.
- Contribute to up-skilling of frontline and complaint handlers on quality of complaint handling.
- Ensure zero backlog on escalations
- Ensure that OHS & closed loop calls are done on recorded lines as well as verbal resolutions of complaints
- Ensure timely complaint MIS updates to CE Head & Head CEPG
- Ensure adherence to communications, empowerment & delegation matrix
Continuous Improvements:
- Contribute ideas towards how to continually improve complaint mgt process
- Contribute on assigned process improvement projects
- Contribute a minimumof 4 magic ideas identified from customner complaints and see them to full implementation
- Contribute on assigned strategic initiatives
- Participate in initiatives
- Drive utilisation of the bank reversal policy & Empowerment grid with the frontline
- Track & eliminate repeat complaints
- Follow up and report progress in monthly CEG
KYC/CDD:
- Remain alert to risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to: “Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers”.
Risk & Governance:
- Compliance with changes in Group Policy & Standards, TCF, local laws & regulations
- Compliance with guidelines & procedures on KYC in daily handling of customer service issues
- Ensure robust quality audit checks & controls are embedded
- Preemptively escalate to Head CEPG service issues or compliance gaps that will have negative
Leadership, People & Development:
- Lead and embed a strong performance culture within the CCU/CE team through inspiring, motivating & rigorous performance & productivity mgt discipline
- Develop and build talents within CCU/CE
- Personally coach officers to enable fulfillment of service recovery SLAs
- Contribute towards building quality service recovery capabilities of non CCU/CE functions (frontline & support) as subject matter experts in complaints resolutions, customer management, Bank’s process & related product knowledge, policies & procedures through trainings
Qualifications
- A University Graduate with a minimum of a Second Class Degree, excellent communication, analytical and computer skills/computer literacy
- Highly customer focused with high level of interpersonal and communication skills – listening, writing, negotiating and training
- Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels
- Knowledge of business processing, management information systems and company technology.
- Good knowledge of core banking products, markets and main competitors.
- Logical with an accurate eye for detail
- Proactive, flexible and a resilient team player
- Practical working knowledge of company, industry and banking guidelines and regulations
Sorry the application deadline for this job has elapsed
