Job Position: a)Team lead, Account Reconciliation
b)Manager Service Recovery
Deadline : Jun 19, 2015
b)Manager Service Recovery
Deadline : Jun 19, 2015
Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management.
The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria.
Team lead, Account Reconciliation
Job Description
• To create a customer-centric service culture by responding to internal and external enquiries swiftly without compromising data integrity.
• Reconciliation of customer’s account of excess charge claims submitted by customers/consultants to prevent litigation that can result in a huge loss, also proactively detecting shortfalls that arise as a result of process or system glitch.
• Processing of account statement confirmation requests on audit confirmation and embassy verifications letters, confirmation of account status to Legal Services Unit.
KeyRole
• Processing of Letter of Non Indebtedness for customers.
• Processing of deal disclosure request for Investor Services clients.
• Confirmation of customer mandate (signature) to Registrars.
• Review of excess charge claims submitted by customers.
• Processing of audit confirmation requests and embassy verifications letters, confirmation of account status to Legal Services Unit and disclosure of discrete information to other Banks.
• Responding to investment validation enquiries from banks and non-bank financial institutions.
Cost Management
• Ensures that paper usage and time spent on audit confirmation are maximised.
• Develops and implements initiatives to reduce cost and ensures that budgets for Customer Complaint & Experience department are met.
Performance
• Review and reconciliation of customer’s account based on complaints received.
• To report all exception noted on customer’s account during audit confirmation/reconciliation of customer’s account and other activities of the unit for appropriate correction.
• Ensured memorable customer experience across the network and support units
• Development of a standard process and work flow for audit confirmation process.
• Improve on turnaround time and quality of all audit confirmations
Self-Development
• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.
Performance measures
• To achieve positive satisfactory feedback from both internal and external customer.
• Ensure adequate consequence management to forestall a repeat occurrence of reported errors.
• Efficient management of the group email. No service failure attributable to untreated emails.
• Good attitude to work and team spirit.
• Processing of all categories of data validation enquiries with the approved SLA.
• Reduced income loss associated with wrongly captured data on the system through Reconciliation of customer’s account
• Reduced customer complaints on excess charges
External and Internal relationships
• Good communication skills with colleagues resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
External relationships
Clients’ External Auditors, Embassies, Other Banks, CBN, Clients & their Consultants
Internal relationships
Other Operations Depts, PBB, CIB
Manager Service Recovery
Job Description
- To Manage and harmonize the resolution of customer complaints and represent all customer facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.
• Keep record of customer complaints and how they were resolved
• Periodic root – cause analysis
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure proper record keeping in terms of regulatory requirements.
• Weekly complaints management report to be submitted
• Develop and implement a centralized complaints management process
• Take ownership of implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
Performance measures
• Meet target complaint / resolution ratio
• Continuous interest and development of innovations to manage complaints
• Meet defined turnaround time for each category of complaint.
• Develop initiatives to ensure root cause of complaint is tackled
Internal and external relationships
• Ability to communicate and influence at Senior Management level.
• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
Method of Application
All qualified candidates should click on preferred job titles to apply online.
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