Team Lead, Client Communication at Stanbic IBTC Pension Managers Limited

The Client Communications Team Lead is to ensure that the team delivers superior customer service to external and internal clients’ complaints and enquiries through various communication channels such as letter, e-mail, social media and chat.

Job Responsibilities

• Providing customers with accurate information on our products and services, their Retirement Savings Accounts and also on other guidelines relating to the industry.
• The supervisor manages, leads and supports a dynamic team in its day-to-day operation to ensure customer satisfaction and retention (customer loyalty) as well as continuity to improve on the current processes to ensure a world-class service delivery.
• Reporting/data management.
• Creation of pension account awareness and achieve quality customer service.

Qualifications

Type of Qualification: University Degree

Experience Required

• 3-4 Years hands on experience on customer service roles, good interpersonal skills, communication skill, data analysis skills and customer service experience.
• 1-3 Years in experience in pension fund administration, managing and leading a successful team.

Additional Information

Behavioural Competencies:

• Leading People
• Establishing Rapport
• Exploring Possibilities
• Upholding Standards
• Generating Ideas

Technical Competencies:

• Excellent knowledge of the dynamics and technical aspects of fund management.
• Understanding of policies and procedures.
• Data Analysis
• Experience in Customer Care duties and responding to Client Enquiries.
• Excellent use of MS Office applications, and other customer related tools