STANBIC IBTC BANK NIGERIA, TUESDAY 26, JULY 2011

SERVICE CENTRE MANAGER (ABUJA)
JOB: ID7133
LOCATION: Nigeria
DIVISION: Personal and Business Banking
POSITION CATEGORY: Sales & Marketing
EMPLOYMENT TYPE: Full Time – Permanent
SHIFT: No
REGULATORY APPROVAL: Yes
POSITION DESCRIPTION
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 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.
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
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