Operations Service Officer at Stanbic Bank

Key Responsibilities

Strategic Execution

• Discuss client service improvements with manager and RM.
• Attend and participate in all departmental meetings to review client issues, resolution and idea generation for improved service.
• Advising clients on Returned funds and request for amendments/clarification of funds sent out.
• Liaising with Beneficiary Banks to confirm application or status of funds remitted by Stanbic but not applied.
• Incident reporting to clients. on system downtimes affecting payments.
• Support the business objectives in the designated CIB Sectors namely Oil & Gas, Industrials, Mombasa Region, South Sudan, Investor Services, Consumer, Public Sector, IDG, NBFI & Financial Institutions.
• This includes but is not limited to being an integral part of the Sector based team providing insights and trend analysis obtained from their daily interactions with clients but on email & telephony.
• Support the Client Analyst role in the handling of Service-related tasks arising in the designated CIB Sector.

Query And complaints management

• Respond to email queries in a professional manner, per the documented procedure guidelines.
• Provide world class first call resolution and after sales support service for enquiries received via telephone from Corporate and Investment Customers of the Bank.
• Ensure to put in all the work codes for all the calls that have been picked while on duty.
• Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
• Timely resolution all email queries assigned.
• Prompt escalation of queries that cannot be resolved within TAT.
• Meet the set targets on TAT, Quality monitoring and Voice of the Customer
• Maintain high level of product knowledge enough to advise customers
• Capture customer feedback on products, services and forward to TL/Manager for compilation.
• Ensure all proactives are logged in the system by 9:00 a.m. daily.
• Responsible for the adoption within line of duty/area of duty of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the recognition and appropriate escalation to your Supervisor with regard to continued business engagements in instances where no adverse information is available.

Monitoring and reporting

• Gather customer feedback, analyze it and design specific practices the Bank should put into place. This will include data analysis of customer interactions and customer behavior to establish market/industry trends for new products or service design.
• Responsible for the continuous analysis of key service indicators as well as the development and implementation of tactics to close emerging gaps.
• Define, standardize, measure and continually improve the Bank’s service delivery framework through cutting edge initiatives and stakeholder engagement.
• Ensure that all customer impacting processes are aligned to enhance client experience.
• Partner with business units to oversee the optimization of business processes to increase operational efficiency.
• Identify, implement, and evaluate projects that have a medium to high impact on customer experience.
• Ensure periodic review of the Service Level Agreement between business units to ensure that it portrays desired service realities.
• Ensure the submission of all metrics related to the CIB Client Service function into the SharePoint portal, CIB Service Forum, and input into the other Governance forums.
• Optimize the risk profile of the business unit
• Ensure that laid-down instructions are adhered to while providing excellent service.
• Ensure compliance with approved limits and levels of authority.
• Maintain confidentiality of client information.
• Control fraud and losses by adhering to bank laid down procedures.
• Adhere to routine control requirements.
• Display responsibility and ownership.

Compliance

• Ensure that service standards provided for in the Kenya Banking Sector Charter are adhered to.
• Support implementation and adoption within assigned portfolio of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures, and processes.
• This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.

Stakeholder Engagement

• Builds and maintain credible and value adding relationships with stakeholders, including management, peers, internal and external audit.