Career Opportunities at Stanbic IBTC Bank

Job ID: 36499
Location: Lagos Island
Job Sector: Banking

Job Details

• Customer Channels

Job Purpose

• Lead a team of Consultants to assist and support the effective & efficient management of the customer care centre by providing first line contact to customers/general public.

Key Responsibilities/Accountabilities

• Oversee the activities of a team of Customer Care Centre Consultants:   General supervision of the team to ensure smooth running of the centre. Ensuring the customer care centre is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Onboarding of new consultants and training of old ones:Learning sessions to enhance consultant product knowledge and better service delivery on the job. Responsible for ensuring that new agent go through the onboarding process and are adequately trained to effectively settle in on the assigned roles.
• Daily coaching of team members:To help prepare/sensitize consultants for the day’s task as this enables consultants identify potential complaints that might become escalations, salient feedback that should be reported e.tc.
• Effective monitoring of consultants’ interactions on calls Social media and emails with customers:To ensure that the team’s goal and target are achieved in terms of Key result areas. This ensures there are no abandonment of calls, emails or social media messages.
• Dealing of escalation on all channels i.e. email, phone calls and social media
• Ensuring High quality interaction on all channels
• Tracking of consultants performance

Preferred Qualification and Experience

• First Degree
• 1-2 years experience in customer service and sales

Knowledge/Technical Skills/Expertise:

• Generating Ideas: The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process.
• Following Procedures: The important behaviours associated with “Following Procedures” in the organisation include adhering to rules, following instructions and being risk averse.
• Team Working : This competency is about working well in a team. In order to develop this competency, individuals are encouraged to acknowledge the views and contributions of others, and to involve others in decision-making. This competency includes facets of behaviour such as being visionary and establishing effective plans that take into consideration long-term aspects. This competency also includes the need for individuals to focus on identifying trends.
• Taking Action: This competency is about taking action in service of achieving the organisation's goals. It is about being energetic, showing initiative and being action oriented.
• Completing Tasks: This competency is about completing tasks and projects in a structured manner by employing effective planning and prioritising skills. Once tasks have been planned and priorities have been set, individuals also need to be able to manage the project or task to completion in order to demonstrate effectiveness.
• Thinking Positively: This competency is about the extent to which individuals are optimistic, the extent to which they display cheerful behaviour in the workplace and how quickly individuals are able to recover from setbacks. Individuals who think positive thoughts are better equipped to adapt to changing circumstances, influence other people’s attitudes and are generally better positioned to persevere in the face of difficulties.
• Valuing Individuals: This competency is about helping others to feel that they are worthwhile and important. The behaviours emphasised in developing this competency are trusting and tolerating others as well as showing consideration.
• Meeting Timescales: This competency involves individuals adhering to time scales and meeting deadlines. The focus is therefore on being reliable at completing tasks and being punctual.

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Job ID: 36498
Location: Lagos Island, Lagos

Job Purpose

• To manage the Bank’s Virtual Banking proposition, execute the Bank’s VB strategy; ensuring that the different delivery channels are available and accessible to the target segment
• To ensure that the proposition remains profitable through the entire life cycle and attain significant market dominance.

Key Responsibilities/Accountabilities

• Liaise with stakeholders at all levels within and outside the bank towards the successful implementation of the VB strategy
• End to end management of the proposition liaising with stakeholders in ensuring all the offerings ( pensions, Mutual funds, insurance, loans,  etc) are readily available, suitable for the target market and that the transaction channels are available and seamlessly accessible
• Liaise with all relevant stakeholders in ensuring the successful implementation  of marketing, sales and activation plans,
• Closely monitor performance, appraise market acceptance, use feedback to initiate modification or enhancements
• Develop MIS reports for portfolio analysis to assist management in decision making and optimisation of the proposition
• Liaise regularly with branch staff, Agents and all stake holders  channels to ensure smooth product sales and customer management
• Develop and manage the behavioural scoring model parameters for the VB loan offerings
• Manage loan books to minimize losses using approved credit risk  parameters to hedge credit risk
• Ensure continued adherence to governance and compliance in line with regulatory and bank policy
• Carry out periodic market survey to ascertain how competitor’s offering or market changes is impacting on the proposition

Preferred Qualifications and Experience

• Minimum of First degree  (Experience in product & management,  and retail banking would be an added advantage)
• Minimum of 6 years experience

Knowledge/Technical Skills/Expertise:

• Project Management
• Budgeting & Reporting
• Customer Insight Analytics
• MS Office Suites (Visio, Word,Excel, PPT & Project).

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Job ID: 36500
Location: Lagos Island, Lagos
Job Sector: Banking

Job Purpose

• The Business Analyst works with stakeholders across the organization to understand the business objective driving various projects or changes, define the scope of the change, analyze and specify the detailed requirements related to the change and finally support the implementation of the project or change

Key Responsibilities/Accountabilities
Business Analysis:

• Work with business partner to elicit high-level requirements and capture business needs.
• Designs new solutions/products by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities.
• Clearly articulate and document business, stakeholder, solution and transition requirements. Assist the Business in the Creation of Business Cases and Cost-Benefit Analysis.
• Write specifications that improves systems by studying current practices; designing modifications.
• Identify possible risks and recommend controls by identifying problems; writing improved procedures for mitigation
• Provide support in documentation of all project artefacts. Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.

Reporting and Compliance:

• Rendition of reports and updating all documents regularly.
• Creating Status Reports for Delivery to Business and IT Executives
• Ensure compliance to all standards and applicable controls with zero audit exceptions.
• Compliance to IT Project Governance, process and function.
• Facilitate vendor engagement for project delivery
• Prioritization and effective time management.

Effective Digital Management:

• Maintains system protocols by writing and updating procedures. Provides references for users by writing and maintaining user documentation; providing help desk support and training users.
• Prepares technical reports by collecting, analyzing, and summarizing information and trends.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed
• Rendition of reports and updating all documents regularly.
• Creating Status Reports for Delivery to Business and IT Executives
• Ensure compliance to all standards and applicable controls with zero audit exceptions.
• Compliance to IT Project Governance, process and function.
• Facilitate vendor engagement for project delivery
• Prioritization and effective time management.

Preferred Qualification and Experience

• Bachelor's Degree in Business or Economics; Post Graduate Degree preferred
• Professional Certification is valuable advantage
• 1-2 years’ general banking experience
• Experience in Research and Development; Strategy formulation and execution

Knowledge/Technical Skills/Expertise:

• Business Analysis Planning & Monitoring
• Facilitate requirements elicitation meeting or engagements, ability to elicit obvious and tacit requirements, understand the concept of active and passive observation as part of requirements elicitation
• Understanding various approaches to requirements management including requirements traceability, prioritization, validation etc. Also understand the concept of stakeholder analysis, communication medium and planning
• Understand the concept of analysing requirements gathered from various sources in order to separate the relevant from superfluous requirements
• Focusing attention and efforts on understanding customers (or customer segments) and proactively addressing different customer/client needs. Makes organisational changes or innovates when needed to address customer/client needs.
• Effectively and strategically influences across the organisation, based on previously established credibility and respect, as well as understanding the organisational dynamics, politics and interpersonal context.

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Job ID: 36497
Location: Lagos
Job Sector: Banking

Job Purpose

• To supervise Field Officers within Region of Coverage.
• Responsible for the achievement of Regional targets

Key Responsibilities/Accountabilities

• Responsible for the development, growth and expansion of the Virtual Banking agent network within region of coverage
• Drive customer growth and deliver regional Revenue Targets
• Supervision of agency field officers within the region
• Co-ordinate activities involved in identifying, onboarding, training and support of Agents
• Organise Regional Agent Trainings and customer education forums to drive brand visibility and transaction growth
• Develop, co-ordinate and implement marketing activities to create brand awareness and visibility aimed at driving customer growth and transactions.
• Evaluation of agency channel processes and procedures from time to time for improvements of more efficient operations, compliance, and better controls.
• Liaising closely with other departments and vendors for an end-to-end integrated governance of day-to-day agency banking activities

Preferred Qualification and Experience

• Minimum of First degree  (Experience in product & management,  and retail banking would be an added advantage)
• Minimum of 6 Years experience is required

Knowledge/Technical Skills/Expertise:

• Project Management
• Budgeting & Reporting
• Customer Insight Analytics
• MS Office Suites (Visio, Word, Excel, PPT & Project).