Head, Service Support - North Central at Stanbic IBTC

Job ID: 22805
Location: Kano, Nigeria
Job Sector: Banking

Job Details
Retail & Business Banking:

• Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Head Service Support to help us fulfil our business objectives and build customer loyalty.

Job Purpose

• 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 Responsibilities/Accountabilities
Customer service:

• Ensure that communication with customers is of a consistently high standard.
• Ensure that telephones are answered and calls returned promptly.
• Ensure that all customer queries are resolved within laid-down time frames to the satisfaction of the customer.
• Initiate root cause analysis workshops to prevent recurring queries/problems.
• Facilitate good communication between the branch and Operations Processing Centre (OPC)/BFC/Recons/IT/Property and Premises to ensure prompt resolution of queries/problems and provision of effective customer service.

Risk Management:

• Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Monitor internal controls to ensure their adequacy and effectiveness.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks.
• Promote staff awareness of fraud through regular workshops.
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Loss Control Head Office when reporting losses, and attend to all Loss Control Queries regarding losses.
• Circulate Internal Audit reports and disciplinary procedures.
• Attend to all routine control issues
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Ops Integrity and Head Office when reporting losses.
• Attend to all Ops Integrity queries pertaining to losses.

Safety and Security:

• Ensure that staff is fully conversant with branch opening and closing procedures as well as security measures during banking hours.
• Ensure that security procedures/measures are adhered to.
• Control the security guards according to laid down procedure.
• Control testing of alarms and panic buttons.
• Control and authorise changes to PINs of security equipment.
• Ensure emergency drills and procedures are carried out.
• Monitor the general physical security of the branch and liaise with Premises (Facility Management Unit), in need.
• Control levels of authority for branch.
• Monitor staff profiles.

Fraud Control:

• Control fraud investigation returns.
• Ensure staff awareness in terms of fraud.

Asset Custodianship:

• Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
• Ensure locking away procedures are carried out.
• Sign the Locking Away Record daily.
• Control, scrutinise and authorise all changes to the Key Register / Schedule
• Ensure that duplicate keys are controlled and maintained according to laid-down policy.
• Control the reserve and current stocks of blank forms.
• Ensure that procedures regarding the control and movement of cash are adhered to.
• Control cash limits for branch.

People Management:

• Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.
• Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
• Assist with the appointment of staff when required.
• Attend to Letters of Understanding and Undertaking for all staff members. (Form 00030177).
• Identify and address staff training/development needs.
• Ensure that staff are fully trained (permanent and casual) and coached with regard to routine compliance and loss control.
• Ensure Duty of Care tests are undertaken by staff concerned.
• Ensure that “Duty of Care” requirements are adhered to.
• Manage workflow in the department and ensure that service standards/turn-around times are adhered to:
  • Attend to staff administration, including Personnel Record Updates with HR.
  • Control and scrutinise the Staff Attendance Register. (Form 00013631).
  • Conduct regular staff performance discussions, interim and annual appraisals.
  • Attend to leave, training and Saturday schedules for own department.
  • Conduct regular staff meetings and teambuilding exercises, as required.
  • Control the branch cleaning staff.
  • Ensure all relevant communications that affect branches are re-emphasised to branch staff

Operations and Administration:

• Ensure that recoveries are made in respect of copy statements, transfers, certificates of balance etc.
• Control Levels of Authority.
• Monitor revenue and expenditure and ensure that controllable costs are within budget.
• Release / Authorise inter-account transfers for own department.
• Monitor volumes of inter-account transfers and discuss with Branch Manager if assistance is required.
• Counter-sign cheques within level of authority.
• Spot check vouchers despatched to OPC.
• Liase with Operations/IT regarding moving of computers, ordering new equipment etc.
• Authorise account payments and stationery orders for the branch.
• Control old records and forward same to Archive Unit.
• Monitor and Control Utility documentation.
• Ensure that periodic revenue checks are undertaken.

Routine:

• Ensure that routine in respect of the following is handled according to laid-down instructions:  opening and transfer of accounts, mandates and signature cards.
• Monitor Automated Teller Machines (ATMs) for uptime and general condition.
• Control ATM contingency procedures.
• Attend to monthly surprise checks and branch routine control checks.
• Ensure that the Teller specification records are scrutinized.
• Control dispatch of administration work to the OPC and BFC.
• Provide input for returns to the OPC.
• Monitor voucher flow in the branch and to OPC.
• Attend to maintenance of e-mail facilities in the branch.
• Attend to related telephone calls and customer queries.
• Control of registered mail received.
• Ensure that a scrutiny of all blank forms is undertaken once a month on a surprise basis by an independent nominated officer.
• Attend to inward and outward mail for own area.
• Supervise call-over activities in the branch

Records and Registers:

• Scrutinise the following according to laid-down instructions:
  • The Teller Specification Books
  • The ATM Specification Book:
    • Special Reserve Account - daily
    • Balancing of Suspense Accounts
    • Retained ATM cards register
    • Cheque book balancing records
    • Bank Cheque Book
    • Action Operations Checklist on monthly basis
    • IT Movement Register - Entering the Server Room
    • Customer Compliments & Complaints Register
    • Mandate File Register - Mandate Movements
    • The Locking Away Register daily

Reports:

• Scrutinise actioning of the following reports according to laid-down instructions:
  • Branch Consolidated Report
  • Branch Operating Accounts
  • Bank Cheque Report
  • Account Closure Report
  • Accounts Opened Report
  • Accounts Reactivation Report

Keys:

• Vault - grill door
• Cheque book cabinet - Secondary Custodian
• Vault and ATM Combination locks
• Branch key

Requirements
Preferred Qualification and Experience:

• Minimum of a first degree
•  Institute of Bankers or related qualification would be an advantage.
• 5 Years branch banking experience, with exposure to all areas under control.
• People management experience.

Knowledge/Technical Skills/Expertise:

• Institute of Bankers or related qualification would be an advantage.
• Sound knowledge of bank’s laid-down policies and procedures relating to all areas under control.
• Knowledge of the NDS System in relation to own area of responsibility
• Knowledge and understanding of the Area sales and service strategies.
• Thorough knowledge and understanding of local target market profiles.
• Thorough knowledge of the products and services applicable to the local market/s.
• Knowledge of the Code of Banking Practice.
• Knowledge of Managing Local Market sales principles.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.