Team Lead, CIB Contact Centre at Stanbic IBTC

• To oversee the CIB Contact Centre within Corporate Client Care.
• To Maintain the team with focus on sales support, successful after sales service of all solutions delivered by Client Services, proactive identification of customers’ needs, and service preferences aimed at providing high and consistent service quality at par with service standards delivered by other members of the Standard Bank Group.
• To ensure efficient, professional handling of all incoming telephonic and email queries from external and internal clients by effectively managing, developing and utilising all available resources (staff, systems and processes).
• To ensure that telephones are answered within laid-down time frames and abandoned calls are minimal.
• To understand the risks associated with handling client queries and dissemination of confidential information.
• To effectively manage all compliance issues including regulatory requirements as they pertain to account management.
• To maintain a high level of integrity and ethical standards. To ensure that the query resolution process is effectively managed.

Qualifications

• Minimum of First Degree
• Professional certification in customer service – Certified Customer Service Associate (CCSA), Certified Customer Service Professional (CCSP) is an added advantage

Additional Information

Behavioural Competencies

• Examining Information
• Resolving Conflict
• Documenting Facts
• Showing Composure
• Interpreting Data

Technical Competencies

• Data Management
• Effective Business Communication
• Customer Understanding

Leadership Competencies

• Driving Delivery of Results
• Influencing Others
• Purposeful Collaboration