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  • Posted: Apr 20, 2020
    Deadline: Not specified
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  • Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nig...
    Read more about this company

    Business Banker - North Central

    Job ID: 48467
    Locations: Abuja, Benue, Nasarawa
    Job Sector: Banking

    Job Details

    • Retail & Business Banking

    Job Purpose

    • To manage and optimize value from a portfolio of SME customers

    Key Responsibilities/Accountabilities

    • Promote and sell a range of appropriate products and solutions that meet the financial needs of small and medium business customers.
    • Selling includes acquiring and opening new business accounts (walk-in customers and customers pro-actively approached in the local market area)
    • Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
    • Identify sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Trade; Global Markets; etc.
    • Mine existing customer data to identify expansion and/or additional business opportunities.
    • Identify opportunities to migrate top-end customers to Commercial Banking.
    • Providing a central (information/ query handling) service point for a portfolio of SME customers. .
    • Ensure KYC documentation, regulatory compliance and control is adhered to

    Preferred Qualification and Experience

    • Bachelors Degree in any related field
    • Min 2 years of Business Banking Sales experience

    Knowledge/Technical Skills/Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs.

    go to method of application »

    Business Banker - North West

    Job ID: 48466
    Locations: Kano, Jalingo - Taraba, Yobe
    Job Sector: Banking

    Job Details

    • Retail & Business Banking

    Job Purpose

    • To manage and optimize value from a portfolio of SME customers

    Key Responsibilities / Accountabilities

    • Promote and sell a range of appropriate products and solutions that meet the financial needs of small and medium business customers.
    • Selling includes acquiring and opening new business accounts (walk-in customers and customers pro-actively approached in the local market area)
    • Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
    • Identify sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Trade; Global Markets; etc.
    • Mine existing customer data to identify expansion and/or additional business opportunities.
    • Identify opportunities to migrate top-end customers to Commercial Banking.
    • Providing a central (information/ query handling) service point for a portfolio of SME customers. .
    • Ensure KYC documentation, regulatory compliance and control is adhered to

    Preferred Qualification and Experience

    • Bachelor's Degree in any related field
    • Min 2 years of Business Banking Sales experience

    Knowledge / Technical Skills / Expertise:

    • Basic Financial Analysis - Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen - Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs.

    go to method of application »

    Business Banker - Lagos (Mainland)

    Job ID: 48465
    Locations: Lagos (Mainland)
    Job Sector: Banking

    Job Details

    • Retail & Business Banking

    Job Purpose

    • To manage and optimize value from a portfolio of SME customers

    Key Responsibilities/Accountabilities

    • Promote and sell a range of appropriate products and solutions that meet the financial needs of small and medium business customers.
    • Selling includes acquiring and opening new business accounts (walk-in customers and customers pro-actively approached in the local market area)
    • Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
    • Identify sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Trade; Global Markets; etc.
    • Mine existing customer data to identify expansion and/or additional business opportunities.
    • Identify opportunities to migrate top-end customers to Commercial Banking.
    • Providing a central (information/ query handling) service point for a portfolio of SME customers. .
    • Ensure KYC documentation, regulatory compliance and control is adhered to

    Preferred Qualification and Experience

    • Bachelors Degree in any related field
    • Min 2 years of Business Banking Sales experience

    Knowledge / Technical Skills / Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    go to method of application »

    Business Banker - Kwara

    Job ID: 48464
    Locations: Kwara
    Job Sector: Banking

    Job Details

    • Retail & Business Banking

    Job Purpose

    • To manage and optimize value from a portfolio of SME customers

    Key Responsibilities/Accountabilities

    • Promote and sell a range of appropriate products and solutions that meet the financial needs of small and medium business customers.
    • Selling includes acquiring and opening new business accounts (walk-in customers and customers pro-actively approached in the local market area)
    • Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
    • Identify sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Trade; Global Markets; etc.
    • Mine existing customer data to identify expansion and/or additional business opportunities.
    • Identify opportunities to migrate top-end customers to Commercial Banking.
    • Providing a central (information/ query handling) service point for a portfolio of SME customers. .
    • Ensure KYC documentation, regulatory compliance and control is adhered to

    Preferred Qualification and Experience

    • Bachelors Degree in any related field
    • Min 2 years of Business Banking Sales experience

    Knowledge / Technical Skills / Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    go to method of application »

    Business Banker - Edo

    Job ID: 48463
    Locations: Edo
    Job Sector: Banking

    Job Details

    • Retail & Business Banking

    Job Purpose

    • To manage and optimize value from a portfolio of SME customers

    Key Responsibilities/Accountabilities

    • Promote and sell a range of appropriate products and solutions that meet the financial needs of small and medium business customers.
    • Selling includes acquiring and opening new business accounts (walk-in customers and customers pro-actively approached in the local market area)
    • Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
    • Identify sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking; Trade; Global Markets; etc.
    • Mine existing customer data to identify expansion and/or additional business opportunities.
    • Identify opportunities to migrate top-end customers to Commercial Banking.
    • Providing a central (information/ query handling) service point for a portfolio of SME customers. .
    • Ensure KYC documentation, regulatory compliance and control is adhered to

    Preferred Qualification and Experience

    • Bachelors Degree in any related field
    • Min 2 years of Business Banking Sales experience

    Knowledge / Technical Skills / Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    go to method of application »

    Branch Manager - Lagos

    Job ID: 48462
    Location: Lagos
    Job Sector: Banking

    Job Purpose

    • Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
    • To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs.
    • Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
    • Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.

    Key Responsibilities/Accountabilities
    Customer Service:

    • Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
    • Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
    • Ensure that the centres strive for continuous service improvement.

    Management of Credit and Operational Risk:

    • Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
    • Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
    • Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
    • Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
    • Ensure irregularities highlighted in routine control reports are attended to.
    • Co-ordinate the checking of centre tellers/treasury/blank forms.
    • Complete monthly centre housekeeping checklist.
    • Report premises/equipment issues to regional operations.
    • Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
    • Ensure that levels of authority and limits of access to information/systems are adhered to.
    • Ensure that all routine controls relating to new business are effectively applied.
    • Ensure compliance with OHS (Occupational Health and Safety) requirements

    Management of Service Improvement:

    • Manage the customer problem resolution process and ensure the accurate logging of information.
    • Set and monitor turn-around times for resolving customer queries and complaints.
    • Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
    • Ensure that service measurement is maintained and action adverse trends.
    • Implement service recovery to facilitate customer retention.
    • Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

    Management of responsive sales and relationship management:

    • Develop sales and relationship management plans to achieve responsive sales targets for the centers.
    • Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
    • Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
    • Drive the lead referral system.
    • Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
    • Ensure the territory where the branch is situated has adequate feel of the bank and its products

    Increased cross-selling ratios:

    • Effective migration of customers/transactions to more appropriate channels.
    • Requisite stationery and cash supplies held.
    • Effective, customer-orientated telephone management.
    • Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
    • Staff effectiveness and motivation Postive findings of Inspection Compliance reports
    • Convene regular customer discussion forums and action the results
    • Maintain awareness of serious customer complaints and attend to resolution.
    • Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and actioned.
    • Ensure efficient, customer-orientated telephone procedures.
    • Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
    • Ensure BST schedule adherence for all reporting Service Centres

    People Management:

    • Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
    • Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
    • Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
    • Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
    • Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
    • Ensure that equity requirements are met and transformation initiatives supported.
    • Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
    • Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
    • Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
    • Costs contained within budget.
    • Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.

    Preferred Qualification and Experience

    • A bachelor’s degree in any related field
    • Minimum 2 years Banking Operatons experience
    • Minimum 6-8 years Retail Banking, Business Development experience
    • At least one professional qualificiation, e.g  CIBN, ICAN

    Knowledge/Technical Skills/Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    go to method of application »

    Branch Manager - South West

    Job ID: 48461
    Location: Ado-Ekiti
    Job Sector: Banking

    Job Details

    • Retail Banking

    Job Purpose

    • Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
    • To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs.
    • Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
    • Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.

    Key Responsibilities/Accountabilities
    Customer Service:

    • Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
    • Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
    • Ensure that the centres strive for continuous service improvement.

    Management of Credit and Operational Risk:

    • Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
    • Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
    • Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
    • Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
    • Ensure irregularities highlighted in routine control reports are attended to.
    • Co-ordinate the checking of centre tellers/treasury/blank forms.
    • Complete monthly centre housekeeping checklist.
    • Report premises/equipment issues to regional operations.
    • Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
    • Ensure that levels of authority and limits of access to information/systems are adhered to.
    • Ensure that all routine controls relating to new business are effectively applied.
    • Ensure compliance with OHS (Occupational Health and Safety) requirements

    Management of Service Improvement:

    • Manage the customer problem resolution process and ensure the accurate logging of information.
    • Set and monitor turn-around times for resolving customer queries and complaints.
    • Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
    • Ensure that service measurement is maintained and action adverse trends.
    • Implement service recovery to facilitate customer retention.
    • Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

    Management of responsive sales and relationship management:

    • Develop sales and relationship management plans to achieve responsive sales targets for the centers.
    • Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
    • Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
    • Drive the lead referral system.
    • Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
    • Ensure the territory where the branch is situated has adequate feel of the bank and its products

    Increased cross-selling ratios:

    • Effective migration of customers/transactions to more appropriate channels.
    • Requisite stationery and cash supplies held.
    • Effective, customer-orientated telephone management.
    • Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
    • Staff effectiveness and motivation Postive findings of Inspection Compliance reports

    Convene regular customer discussion forums and action the results:

    • Maintain awareness of serious customer complaints and attend to resolution.
    • Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and actioned.
    • Ensure efficient, customer-orientated telephone procedures.
    • Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
    • Ensure BST schedule adherence for all reporting Service Centres

    People Management:

    • Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
    • Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
    • Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
    • Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
    • Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
    • Ensure that equity requirements are met and transformation initiatives supported.
    • Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
    • Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
    • Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
    • Costs contained within budget.
    • Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.

    Preferred Qualification and Experience

    • A bachelor’s degree in any related field
    • Minimum 2 years Banking Operatons experience
    • Minimum 6-8 years Retail Banking, Business Development experience
    • At least one professional qualificiation, e.g  CIBN, ICAN

    Knowledge/Technical Skills/Expertise:

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    go to method of application »

    Business Development Manager - SIPML

    Job ID: 48459
    Location: Benue
    Job Sector: Banking

    Job Details

    • Wealth and Investment

    Job Purpose

    • The Business Development Manager is responsible in providing tailored consultative solutions for all Pension and Gratuity related matters in the region by driving voluntary contributions across the employees of assigned institutions and growing SIPML’s market share in RSA Holders and Assets Under Management.
    • Responsible for ensuring clients perceive, feel and experience the Company positively through timely and conclusive resolution of pre and post sales issues; and other related/incidental matters.
    • The Business Development Manager is also responsible to support and deliver on the universal financial solution goals of the Stanbic IBTC Group .

    Key Responsibilities/Accountabilities
    Achieve monthly sales target in RSA & Contributions:

    • Achieve and surpass assigned monthly RSA pin target
    • Achieve and surpass assigned monthly/yearly contribution target
    • Achieve and surpass assigned new employers targets
    • Grow SIPML’s wallet share of employer’s business by generating and creating more contributing RSA pins.
    • Provide advice to employers, on potential Pension/Gratuity solutions based on consultative analysis of their business model and pension industry dynamics.
    • Identify, initiate and convert leads for SIPML.
    • Operate within the Pencom guidelines and framework so as to avoid sanctions or infractions to the Company.
    • Analyze and review potential labor challenges or peculiarities that may lead to sub-optimization for the employer or organization.
    • Make physical / telephone calls / e-mails to clients for customer interactions
    • Organize and facilitate Interactive sessions and Rotating Desks/PoW with clients and prospective clients.
    • Effectively communicate and follow through, with client requests to back office /support units
    • Maintain and update comprehensive employers’ database.
    • Ensure Employers have updated contribution schedules.
    • Collect schedules from Employer for upload to clients’ accounts.
    • Follow up with employers on monthly pension contribution as at when due.
    • Increase number of funded and contributing RSA Pins in the department.
    • Consistently identify value to our customers by leveraging the various resources within the group
    • Ensure not more than 5% customer attrition from assigned institutions during the transfer window
    • Collect and correct email mandates for employees in assigned institutions
    • Organize CFI capture with Organizations periodically by the regulator.
    • Grow SIPML’s share of mind among clients/ organizations in assigned institutions
    • Increase the funding and contribution ratios of employees’ contribution within assigned institutions
    • Proffer possible strategies/ways to improve sales and relating to customers.

    Ensure Legislative Compliance and SIBTC standards:

    • Educate and enlighten employees and their employers about the dynamics of the Pension industry
    • Operate within the Pencom guidelines and framework so as to avoid sanctions or infractions to the Company
    • Ensure adherence to code of ethics and all other related guidelines
    • Ensure smooth internal & external stakeholder management

    Preferred Qualification and Experience

    • First Degree in General Social Science
    • Chartered Financial Analyst (CFA)
    • Masters Degree in Marketing
    • Minimum of five years experience with exposure in sales relationship management & leadership position
    • Minimum of five years experience with exposure in client profiling
    • Minimum of five years experience with exposure in sales relationship management
    • Minimum of three years sales experience with exposure in sales and relationship management

    Knowledge/Technical Skills/Expertise:

    • Effective Business Communication
    • Presentation Skills
    • Compliance-Know-Your-Customer
    • Brand Management
    • Customer Understanding
    • Applications: Microsoft Office Suite
    • Compliance

    go to method of application »

    Branch Manager - South Zone

    Job ID: 48460
    Locations: Edo, Rivers, Delta
    Job Sector: Banking

    Job Purpose

    • Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
    • To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs.
    • Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
    • Ensure the effective rollout of change management initiatives to the service centres. Maintain a high level of integrity and ethical standards.

    Key Responsibilities/Accountabilities
    Customer Service:

    • Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
    • Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
    • Ensure that the centres strive for continuous service improvement.

    Management of Credit and Operational Risk:

    • Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
    • Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
    • Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
    • Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
    • Ensure irregularities highlighted in routine control reports are attended to.
    • Co-ordinate the checking of centre tellers/treasury/blank forms.
    • Complete monthly centre housekeeping checklist.
    • Report premises/equipment issues to regional operations.
    • Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
    • Ensure that levels of authority and limits of access to information/systems are adhered to.
    • Ensure that all routine controls relating to new business are effectively applied.
    • Ensure compliance with OHS (Occupational Health and Safety) requirements

    Management of Service Improvement:

    • Manage the customer problem resolution process and ensure the accurate logging of information.
    • Set and monitor turn-around times for resolving customer queries and complaints.
    • Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
    • Ensure that service measurement is maintained and action adverse trends.
    • Implement service recovery to facilitate customer retention.
    • Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

    Management of responsive sales and relationship management:

    • Develop sales and relationship management plans to achieve responsive sales targets for the centers.
    • Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
    • Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
    • Drive the lead referral system.
    • Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
    • Ensure the territory where the branch is situated has adequate feel of the bank and its products

    Increased cross-selling ratios:

    • Effective migration of customers/transactions to more appropriate channels.
    • Requisite stationery and cash supplies held.
    • Effective, customer-orientated telephone management.
    • Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
    • Staff effectiveness and motivation Postive findings of Inspection Compliance reports

    Convene regular customer discussion forums and action the results:

    • Maintain awareness of serious customer complaints and attend to resolution.
    • Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and actioned.
    • Ensure efficient, customer-orientated telephone procedures.
    • Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
    • Ensure BST schedule adherence for all reporting Service Centres

    People Management:

    • Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
    • Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
    • Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
    • Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
    • Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
    • Ensure that equity requirements are met and transformation initiatives supported.
    • Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
    • Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
    • Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
    • Costs contained within budget.
    • Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.

    Preferred Qualification and Experience

    • A bachelor’s degree in any related field
    • Minimum 2 years Banking Operatons experience
    • Minimum 6-8 years Retail Banking, Business Development experience
    • At least one professional qualificiation, e.g  CIBN, ICAN

    Knowledge/Technical Skills/Expertise

    • Basic Financial Analysis – Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
    • Business acumen – Ability to spot opportunities and optimize revenue generation for the business
    • A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
    • A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

    Method of Application

  • Send your application

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