Latest Vacancies at Stanbic IBTC Bank

Job ID: 60324
Location: Lagos Island, Lagos
Job Sector: Banking
Work Arrangement: Fully Office Based

Job Details

• Test Division Summary

Job Purpose

• To ensure an in-depth understanding of all customers in his/her portfolio, using the Customer Value Chain Analysis (CVCA) tool, in order to effectively meet the needs of the customers.
• To execute the NCBC Customer Value Proposition (CVP) and Industry Value Propositions (IVPs) initiatives and activities aimed at optimising both customer experience and profitability for the Bank.
• To execute an effective relationship management strategy in line with overall NCBC strategy of leading with Transactional Banking.
• To ensure that close personal attention is given to providing a full array of customised financial solutions and services tailored to meet the growth needs and potential of the portfolio.
• To grow and retain a portfolio of high value NCBC relationships by performing proactive and value adding portfolio management.
• To achieve financial and non-financial targets for the portfolio.

Key Responsibilities / Accountabilities
Relationship And Portfolio Management:

• Ensure accurate and updated customer information.
• Implement a Customer Relationship Management (CRM) as well as Customer Engagement Management (CEM) strategy to ensure regular contact of all NCBC customers in the portfolio as per the customer value proposition (CVP).
• Develop and implement a client calling schedule for clients in the portfolio.
• Continuously source relevant information around key trends and/or changes in the industries in which the customers operate, to enable proactive information sharing with the customers.
• Ensure that customer service expectations are met and exceeded.
• Ensure effective query management and customer feedback.
• Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times as defined.
• Perform a proactive liaison role, at appropriate levels, between relevant stakeholders (e.g. Credit, Operations, Global Market, IBC, product specialists and other relevant business partners), to ensure customer service expectations are fully met and exceeded.
• Ensure that the customer’s expectations are always managed and that frequent feedback is given to the customer on progress relating to transactions or queries.
• Frequently source feedback on the customer experience and service levels and address areas of concern as a matter of priority.
• Ensure an effective customer on-boarding process.
• Ensure that effective portfolio management strategy is implemented to optimise the potential of the portfolio.
• Accurately and efficiently process customer mandates/documentation requirements for financial facilities.
• Attain full KYC and BVN compliance on all the customers in the portfolio.

Grow And Retain A Portfolio Of High Value Relationships:

• Formulate, drive, measure and manage the implementation of agreed initiatives and a retention strategy for the portfolio to grow profitability per client and share of wallet.
• Achieve the DTF ratio budget for the portfolio, and optimal DTF ratio for each customer in the portfolio based on their industry of operation.
• Optimally utilize Salesforce as CRM tool to manage pipeline and action plans resulting from CVCA exercise.
• Adopt agreed strategic approach to achieve acquisition of profitable NTB clients’ target, in collaboration with business partners (e.g PBB, CIB).
• Drive optimal mining of client’s value chain and building of ecosystems around each client through facilitating mutually beneficial partnership interplay the group.
• Use the outcome of the CVCA exercise as a basis for proactively providing guidance to the customer pertaining to the promotion, selling and structuring of financial solutions customised to best meet the financial needs of the customer.
• Maintain a healthy link between the Balance Sheet and Income Statement through managing the margins at which facilities are made available to clients in the portfolio.
• Deliver The Financial And Non-Financial Targets For The Portfolio
• Achieve the financial budgets for the portfolio through optimal growth of balances, margin management and revenue streams.
• Implement and control the pricing tactics and parameters for the portfolio in line with pricing policy and financial targets.
• Measure, track and manage profitability (total revenue, ARPC, CoF, average assets yields, LTD ratio) targets/budgets for the portfolio.
• Drive the delivery of non-financial performance such as DTF ratio, new customer acquisition, Net Promoter Score, updated customer information, accurate segmentation of customers in the portfolio, effective migration of customers to appropriate segments, etc.

Lending Support And Risk Management:

• Guide customers in the provision of credit application information requirements e.g. balance sheets, financial statements and management accounts.
• Motivate and process non-scored credit applications.
• Notify customers regarding the approval/decline of credit facility requests.
• Effectively utilize arbitration window where necessary and justifiable in the event of unsatisfactory decline decisions from Credit.
• Exercise discretion regarding account conduct based on a close knowledge and understanding of client activities.
• Plan and implement annual credit reviews for the portfolio.
• Manage and control industry, sector, client exposure, and securities held to contain risks including concentration risk.
• Ensure end-to-end TAT (from client interview to disbursement) on facility requests by clients meet set SLA and exceed industry standards.

Regulatory Compliance:

• Ensure full KYC all on accounts in the portfolio.
• Full disclosure to the customers in terms of service fees, commissions and all other applicable charges.
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with regulatory framework.

Key Performance Measures

• Sales and financial targets: Balance Sheet, Non Interest Revenue, Net Interest Income, Total Revenue, Income after Impairment and Average Revenue per Customer
• Customer satisfaction index/Net Promoter Score
• Quality of client engagement and process adherence.
• Customer retention, active customer ratio. Level of Salesforce utilization monitoring.
• Level of country’s compliance on IVPs, CVPs and risk appetite papers for all product areas.

Internal Relationships:

• IT
• MIS & Finance teams
• Credit
• Product Specialists (Trade, DSF, Oil & Gas, VAF, Agric, Property Finance, Digital Channels, TPS)
• Other business units (Ops, Finance, GMO, IBC, SME, PB, CB, CIB, Ecosystem , CCC, Enterprise Direct etc).

External Relationships :

• Research organizations.
• Other relevant external bodies

Minimum Qualification and Experience

• A good First Degree from a reputable university (minimum of second class lower).
• A professional qualification and or 2nd degree / MBA will be an added advantage.
• 3 - 5 years cognate experience in relationship management/Business Development
• A track record of managing Chinese corporates - Preferable
• Fluent Mandarin and Mandarin speaker.

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Location: Lagos Island, Lagos
Job ID: 60446
Job Sector: Banking  
Work Arrangement: Fully Office Based

Job Details

• Test Division Summary

Job Purpose

• To implement, enable, scale, entrench, engage and commercialise the digital functionality for Business and Commercial Clients (BC) in country, in alignment with Platform enablers; Innovation, overall segment value proposition and life journeys.
• To build and run business to business markets and work closely with Head, Digital and eCommerce Consumer and High Net Worth (CHNW) to scale eCommerce functionality across CHNW, Business and Commercial Clients, Country.

Key Responsibilities / Accountabilities
Strategy:

• Leads and executes the Digital, Business to Business platforms and eCommerce value proposition and related toolbox(es) in country and customises accordingly.
• Provides input into the overall Digital, Business to Business and eCommerce value proposition and related toolbox(es).
• Tracks and reports on adoption of the strategy and provides feedback to various domains and capabilities.

Client:

• Implements the client value proposition in country with approved customisations.
• Drives and entrenches a consistent client experience through all engagement platforms.
• Partners with Client Solutions and 3rd Party partners and ecosystems for the delivery of integrated multi-products and services for the client.
• Maintains alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments.
• Stays abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share.
• Together with Group and Engineering, manages digital assets, from an eCommerce perspective, defines the digital customer experience (CX); digital analytics; and digital content strategy, as these contribute to, and have an impact on, the success of the eCommerce capability and strategy.
• Drives scale and usage of relevant digital assets and eCommerce platform when relevant and value-adding to a business life journey.

Product:

• Develops and implements processes of sourcing ideas, building prototypes and scaling the prototypes on platforms; and ensures that funding is managed through a disciplined gated process.
• Continuously scans the external environment in order to keep abreast with new developments in partnerships, business and technology.
• Delivers SBG and 3rd party products and services to the Business and Commercial segments through client centric ecosystem platforms.

Data:

• Develops, defines and analyses Digital, Business to Business and eCommerce metrics on usage, acceptance, value add and market specific nuances to client in collaboration with capability heads, countries, Innovation and platform enablers.

Financial Management:

• Accountable for the achievement of the financial and non-financial outcomes required for Digital and eCommerce, Country in line with Business and Commercial Clients requirements and in close collaboration with Innovation and platform enablers.

Risk, Reg, Prudential and Compliance:

• Defines the Digital and eCommerce, Country Risk framework and appetite in alignment with segment, country and Risk objectives.
• Ensures adherence to risk framework, appetite, risk control procedures, governance and risk toolbox.
• Develops appropriate recovery and resolution plans to protect the Digital, Business to Business and eCommerce, Country capability from any untoward event.
• Ensures satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by Group Internal Audit
• Implements and monitors risk management across Digital and eCommerce (e.g., operational risk, ecosystems risk and partner risk management).
• Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
• Manages Operational Risk loss within a prescribed tolerance limit.

People:

• Sets the example in line with the Group’s leadership identity, core values and People Promise.
• Enables integrated ways of working and collaboration across the value chain to deliver for the client.
• Delivers on the Group’s shared purpose and instilling a culture which enables the Group to evolve into a client led platform organisation.
• Ensures alignment to the People and Culture standards with regards to all employee-related matters.
• Provides input into talent strategy developed by People and Culture.
• Identifies current and potential employee skill requirements in consultation with the People and Culture function.
• Embeds Group culture initiatives (e.g. Vuka, Care and Growth) in Digital and eCommerce, Business and Commercial Clients Country.

Minimum Qualification and Experience

• Type of qualification: First Degree (minimum of second class lower)
• Field of study: Business Commerce / IT / Social Science
• Job Function: Business and Commercial Clients
• Years of Experience: 8-10 years

Experience Description:

• Experience in understanding integration of digital and eCommerce/Business to Business sales growth around products, solutions and go-to market plans.
• Experience in the development, design and enablement of Digital and eCommerce/Business to Business value propositions that work for Business and Commercial clients.
• Strong understanding of digital, open banking and platform integration into a segment.
• Experience in leading, integrating and delivering client solutions through multi-disciplinary teams.