Manager, Client Experience at Standard Chartered Bank

Job ID: 545096  
Location: Victoria Island, Nigeria - SCB
Regular/Temporary: Permanent
Full/Part Time: Full time

Strategy Formulation

• 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 and Skills

• 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