Manager Service Recovery at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.
Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:


Job Title : Manager Service Recovery

Job ID: 12857
Location: Nigeria
Division: Customer Experience
Position Category: Customer Experience
Employment Type Full Time - Permanent

Job Purpose

• To Manage and harmonize the resolution of customer complaints and represent all customer facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.

Key Responsibilities

• Develop and implement a centralized complaints management process
• Take ownership of implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Keep record of customer complaints and how they were resolved
• Periodic root - cause analysis
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure proper record keeping in terms of regulatory requirements.
• Weekly complaints management report to be submitted.

Key Performance Measures

• Meet defined turnaround time for each category of complaint.
• Develop initiatives to ensure root cause of complaint is tackled.
• Meet target complaint / resolution ratio.
• Continuous interest and development of innovations to manage complaints.

Internal and External Relationships:

• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at Senior Management level.

Required Skills and Qualifications
Required Competencies:

• Technical competencies
• Problem solving
• Deal with diverse problems using facts, judgement and discretion to resolve them.
• Sound recall of procedures and previous experiences is required in order to assist with the resolution of problems.
• Probe effectively for understanding.
• Listening attentively to customers on every complaint.
• Offer customer a solution or an alternative that best meets their needs.
• Confirm customer is agreeable to the solution.
• Get customer consent and implement the solution.

Planning:

• Daily: review list of complaints logged and sign – off on those resolved
• Weekly: Report on complaints logged and resolved
• Weekly: Root - cause analysis and recommendation of initiatives.
• Follow up and return calls as promised to clients on agreed time.
• Ensure that you introduce yourself; advise customer why you are calling; verify clients initial request; explain your role.

Decision Making:

• Get necessary sign - off (where applicable) on recommendations put forward.
• Provide customer with accurate and detailed information upfront.
• Knowledge, experience and personal competencies.

Knowledge:

• Understanding of a full range of products
• High Degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and the application of the GRG. with particular emphasis on the account opening environment, policies and procedures.
• Code of Banking Practice
• Understanding the branch service standard and practice.
• Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Personal Competencies:

• Good verbal communication skills - sincere and articulate.
• Passionate about service.
• Result oriented.
• Ability to listen and probe effectively to determine customers’ real needs.
• Ability to provide accurate information.
• Focuses on getting things finished.
• Ability to handle pressure/conflict.
• Ability to remain calm under pressure and not to take criticism personally.
• Self-motivated.
• Integrity and honesty.

Application Closing Date
19th June, 2015.

How to Apply
Interested and qualified candidates should:

Click here to apply online