Head, Customer Support at Stanbic IBTC

The Head, Retail Customer Support is responsible for crafting and driving the strategy that will be adopted in engaging and nurturing, customers with NAVs below N20million.  The team is responsible for driving the retention of these customers and the growth of their NAVs. The primary objective of the team is to grow the size of the NAVs of this category of customers in line with agreed targets via adequate data analysis and digital engagements. Customers are to be segmented into different personas based on available data, customer value proposition, risk appetite, NAVs, etc, and then craft various digital engagements to address the customer needs and wants.  Journey maps are to be designed for each category of customers along with the various digital engagement materials with the aim of improving customer experience and increasing AUM. Engagement of customers in this category is largely or primarily digital via emails, channels, SMS, etc

Qualifications

• First Degree Field of Study – Arts and Social Science

Experience

• 5-7 years relevant experience in Retail Banking

Additional Information

Behavioural Competencies

• Upholding standards
• Developing Strategies
• Resolving Conflicts    
• Leading People
• Developing Practical Approaches

Technical Competencies

• Strategic Planning and Reporting
• Control Operational Planning
• Quality Orientation
• Query Resolution