Job Opportunities at Standard Bank Group

The position is a senior role, responsible for achievement of Call Center targets of Personal Banking email team.

Ensures professional and courteous support to all inbound email Stanbic Bank customers.
Keeps management informed of schedules, priorities, and problems through daily monitoring of outstanding queries, work load and productivity of Personal Banking email team.

Responsible for day-to-day functional supervision of the Personal Banking email team, including work allocation and assignment and attendance monitoring

Provides input to Manager, Customer Care Center, in selecting, training, development and completing performance appraisals of the Personal Banking email team Manages direct reports’ knowledge & technical skills development through continuous coaching, motivational & training initiatives

Responsible for reward and recognition within the PB email team
On needs basis is able to change role and manage the telephony team at manager’s request

Key Responsibilities/Accountabilities

• Schedule adherence by Personal Banking email consultants
• Accurate logging & resolution of queries within the prescribed set standards
• Point of referral for difficult enquiries
• Adherence to escalation matrix by Personal Banking email team
• Resolution and prescribed Escalation of queries
• Learning and growth within Personal Banking email team
• Planning/Allocation/Assignment of email staff support on a day to day basis, ensuring no drop in Customer Service query management levels
• Effective migration of Customers to more appropriate channels
• Review of procedures aimed at improved service quality and TATs
• Personal Banking Email team productivity monitoring & scoring
• Ensure >98% of all investigative queries received are resolved within TAT and >98% general queries within a TAT 48 hours

CCC – ISS score of 8.5
Responsible for the implementation and adoption within CCC of all Compliance, IT Security, Anti-Money Laundering and Sanctions related
requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.

Preferred Qualification and Experience

• University Degree in Commerce, Business Administration or in a numerate field from recognised University
• Institute of Bankers would be an advantage.

Professional Qualifications

• Training in Customer Care/Service, Sales and Marketing.
• Professional Training in Banking and Finance.
• Strong experience in a related position within a call centre environment.
• Previous leadership experience important.
• Relevant Sales and Service experience

Knowledge/Technical Skills/Expertise

• Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types.
• Understanding of the relationships between the various business units.
• Knowledge of bank products and services applicable to the current market served.
• Knowledge of service standards and SLAs.
• Risk and compliance management principles.

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Job Purpose

To provide leadership for the VAF support team, responsible for the optimization of customer service to perform due diligence checks, continuously contact the loan applicant after the approval processes up to draw-down. Ensure that service levels, both to external and internal customers, and work processes are maintained and run both efficiently and effectively in line with customer value propositions to achieve business growth & market share targets, risk management and cost management objectives. Manage sub-ordinates knowledge and technical skills development through continuous coaching, motivational and training initiatives, thus maintaining a highly effective and efficient team. Facilitate proficient information and communication distribution to all key stakeholders throughout the decision making process, whilst ensuring that policies and service level agreements are adhered to and maintained. Also take corrective action where these are deviated.

Key Responsibilities/Accountabilities

Business Growth

• Collaborate with sales teams and support units to seek sales growth and business improvement opportunities.
• Agree on conversion budgets / targets and work with e the sales teams to ensure these are achieved.

Relationship Building

• Establish and maintain a strong customer focus approach both with internal and external stakeholders.
• Facilitate and develop sound relationships with dealers.
• Facilitate and develop sound relationships with the internal channels such as POR/Branch Network, Sales Units and Product departments.
• Ensure that sub-ordinates maintain a good rapport with customers and dealers in a professional manner.
• Manage arbitration of queries and complaints.
• Keep customers informed on the progress of their applications and drive this culture throughout the team.

Legislative Compliance

• Adherence to the VAF Credit Policies, Legislation (KYC) and Code of Banking Practice.
• Identify and address any fraud related activities and ensure risk exposure is minimized.
• Complete disclosure to the customers in terms of accreditation, repayments, service fees, and commission.

Operational Administration

• Track new applications submitted to ensure acceptable turnaround times are met.
• Identifying and monitoring loss experience and implement preventative measures.
• Inform the client /dealer on all approval related conditions.
• Ensure that allocated work is processed within the set turn around times, therefore meeting monthly tat targets.
• Conduct spot checks on staff’s work to ensure accuracy and adherence to SLA’s.

People Management

• Clarify individual roles ensuring clear targets are set and goals are achieved.
• Optimize through the creation of a cohesive / skilled leadership / management team, the attraction, development and performance of staff by promoting the right skills, competencies and business accountability.
• Draft staff performance contracts and key result areas in-line with business objectives.
• Drive and direct all tactical decisions to the team, within your level of authority.
• Manage sub-ordinates performance and productivity.
• Identify skills deficiencies / training needs and address appropriately.
• Conduct weekly informal and monthly formal performance discussions.
• Manage sub-ordinates knowledge and skills development.

Preferred Qualification and Experience

• Degree holder from a recognized University
• Professional Qualifications
• Banking examinations desirable.

Experience

• 2-3 years banking experience.
• Exposure to leadership development is an advantage.
• Relevant Sales and Service experience.

Knowledge/Technical Skills/Expertise

• In depth knowledge of Vehicle & Asset Finance (VAF) and IPF loans service delivery benchmarks and standards.
• Understand the Code of Banking practice and how it applies to sales and service.
• Thorough knowledge and understanding of the credit processes and lending criteria.
• Risk and Compliance Management Principles.
• A sound knowledge of insurance / assurance requirements.