Workforce & Portfolio Manager, Retail Banking at Standard Chartered Bank

Job Description

• To ensure Client Relationship achieves its KPIs by supporting with reviews of individual/branch/regional performances.

Key Roles and Responsibilities
Performance monitoring:

• Responsible for  ensuring the delivery of the productivity metrics in line with allocated targets
• Provision of daily performance reports
• Follow up in the preparation of timely and correct scorecards for all Sales Staff, in line with the advised KPIs
• The preparation of effective scorecards for non sales staff
• Actively participate in branch activities b y ensuring that all Branches are visited at least once a quarter
• Timely preparation and rendition of the relevant Regional Reports
• Providing market intelligence based on competitor offerings within our target segment
• Frontline capacity planning, target setting and administration through proper workforce scheduling.
• Ensuring proper load allocation in terms of productivity
• Execution of client engagement/portfolio management model
• Drive  productivity of the sales staff, by supporting with reviews of individual/branch/regional performances
• Drive CEM’s and contact plan usage
• Any other official duties as may be directed by the line manager

Service:

• Ensure the Team achieves its EV days’ targets.
• Actively participate and challenge the status quo, to improve on processes through documented service storming sessions.

Controls:

• Ensure that MIS is correct at all times
• Ensure that you understand, sign and adhere to the Group code of conduct
• Ensure proper time and resources management.

Qualifications and Skills

• Thorough knowledge of Bank’s products and services
• Excellent interpersonal and networking skills, internally and externally
• Strong analytical skills skills
• A working knowledge of Branch operations
• Good grasp of the activities of our competition
• University Degree.