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 teamOn 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 8.5Responsible for the implementation and adoption within CCC of all Compliance, IT Security, Anti-Money Laundering and Sanctions relatedrequirements 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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