Careers at Standard Chartered Bank Nigeria

Job Title: Manager, Customer Care Unit

Job ID: 304800
Job Function: Consumer Banking
Location: Nigeria – SCB
Full/Part Time: Full-Time
Regular/Temporary:

Job Description
Contribute insights & feedback as VOF & VOC towards strategy formulation & execution of plan
Key Roles & Responsibilities
Complaint Management Including Resolution

???Lead execution of assigned CCU strategic projects
???Daily leadership & mgt of units to ensure adherence to TAT & service standards
???Ensure zero backlog on escalations
???Personally involved in resolution of escalated complaints
???Ensure overall audit, controls & costs are well executed
???Ensure timely MIS updates
???Ensure adherence to communications, empowerment & delegation matrix

Continuous Improvements
???Contribute ideas towards how to continually improve complaint management process
???Lead on assigned process improvement projects
???Lead on assigned strategic initiatives

Risk & Governance
???Ensure compliance with changes in Group Policy & Standards, TCF, local laws & regulations
???Ensure compliance with guidelines & procedures on KYC in daily handling of customer service issues
???Ensure robust quality audit checks & controls are embedded

Leadership, People & Development
???Lead and embed a strong performance culture within direct team through inspiring, motivating & rigorous performance & productivity mgt discipline
???Develop and build talents within CCU through optimal resourcing, capacity & succession planning & team engagements
???Personally coach team leaders to enable fulfillment of service recovery SLAs
???Build the Bank’s profile in service centricity through strong engagement with regulators, media or customer associations

KEY COMPLAINTS METRICS
1. Complaints per 1000 accounts
2. OHS – Overall Handling Score of complaint resolution
3. FCR – First Call Resolution
4. FTR – First Time Resolution
5. Inappropriate Sales
6. TAT 24 hrs
8. Unresolved complaints > 20 days

Synthesizing the VOC for action by the business
? Segment Marketing Roles
? Value Stream Heads
? Country Marketing
? Country Service Quality
? VOC Manager
? Project Managers
? CB Manco through VOC Forum
? Market Research

CONTRIBUTES TO
Overall Net Promoter Score for the country.

JUDGEMENT/COMPLEXITY
• Lead the overall development, implementation and delivery of business strategy and financial plans, within regulatory framework and the group’s policies and risk guidelines
• Lead the overall development, implementation and delivery of business process efficiency and effectiveness, within regulatory framework and the group’s policies and risk guidelines
• Develop and drive initiatives based on Voice of staff to deliver consistent and exceptional staff experience and to increase staff effectiveness and productivity.
• Improve process metrics and efficiency measures and deliver exceptional Customer and staff experience with the objective of increasing Customer and Employee Loyalty and Satisfaction.
Qualifications & Skills
? Post-graduate qualifications in Business/ Marketing desirable.
? 10 – 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.
? Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management.
? Working Experience across Product, Research and analytics
? Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.
? Project management skills to conceptualise, test, implement and deliver.
? High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong “people” skills

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