Stanbic IBTC Bank Nigeria Plc-Service Centre Manager(Lagos)

Job ID 7028
Location Nigeria – Lagos
Division Personal and Business Banking
Position Category Customer Relationship Management
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 centres. 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.

KRAs
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 result.


For more on qualification and required experience visit the link below


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