Career Opportunities at Stanbic IBTC Bank, 11th January, 2018

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Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent. Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices. We are recruiting to fill the position below:     Job Title: Personal Banker (Olu Obasanjo 1) Job ID: 26998 Location: Rivers Job Sector: Financial Services Job Details

• Retail & Business Banking

Job Purpose

• Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for customer in the branch, providing banking solutions which meet the customer’s needs in accordance with each of personal banking segment’s value proposition

Key Responsibilities/Accountabilities

• Retain customers (Blue, Silver and Gold) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy.
• Liaise effectively with the sales team to ensure seamless transfer of clients after sale has been concluded to relationship management.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Conduct a comprehensive calling/contact management programme for all customers aligned with the cost to serve proposition.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.

Preferred Qualification and Experience

• A bachelor’s degree in any related field
• Minimum of Second Class Lower (2:2) division
• 0-2 years banking experience, preferably interfacing with customers.
• Strong relationship management background.
• Experienced in upholding the highest levels of service.
• Experience in completing credit applications successfully

Knowledge/Technical Skills/Expertise

• Deep knowledge and understanding of the different personal and segment value proposition.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Working knowledge of bank systems and operations
• Thorough understanding of credit principles as well as application and maintenance processes.
• Knowledge of the banks organogram and awareness of relevant reporting lines.
• Interpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).
• Demonstrate high levels of computer literacy - able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.
• Proficient in Microsoft word and excel.
• Time management
• Ability to multi task
• Ability to handle matrix reporting

Interested and qualified candidates should:Click here to apply     Job Title: Client Service Officer Job ID: 34077 Location: Nigeria Job Sector: Banking Job Details

• Retail & Business Banking

Job Purpose

• To render frontline service support

Key Responsibilities/Accountabilities Control chequebooks:

• Attend to telephonic queries regarding cheque books.
• Control Automated Teller Machine (ATM) cards:
• Receive and handle ATM cards according to laid-down policies and procedures.
• Ensure the ATM cards are locked away overnight.
• Dispatch and receive ATM cards to/from away branches.
• File ATM cards in received-date order.
• Handle retained ATM cards according to laid-down procedures.
• Perform daily balancing of ATM cards in conjunction with the Asset Custodian
• Attend to all telephonic enquiries regarding ATM cards.

Statements:

• Issue off-cycle statements at customer’s instance and take charges as appropriate
• Keep records of all source instructions from customers

Reactive selling:

• Identify cross-selling and migration opportunities and sell products/services reactively.
• Participate in tactical sales/marketing activities as required.

SIPML Management:

• Attend to all pension enquiries
• Processing of client withdrawal application.
• Processing of client change of account information and signature
• Processing of NSITF transfer.
• Processing of deceased person benefit withdrawal.
• Print statement of account and registration certificate for the client
• Cross sale.
• Render daily report on applicable platform.

SIAML Management:

• Attend to all Asset management enquiries
• Processing of client subscription.
• Processing of client redemption
• Processing of client change of account information.
• Processing of deceased person redemption
• Print statement of account and registration certificate for the client
• Dispatch all document to appropriate unit after execution
• Cross sale

Preferred Qualification and Experience

• A bachelor's degree in any related field
• 0-2years banking experience, preferably interfacing with customers.
• Strong relationship management background.
• Experienced in upholding the highest levels of service.
• Experience in completing credit applications successfully.

Knowledge/Technical Skills/Expertise:

• Relevant business/financial qualification
• Interpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).
• Demonstrate high levels of computer literacy - able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.

Interested and qualified candidates should:Click here to apply     Job Title: Asset Custodian - NNPC Abuja Job ID: 34004 Location: Abuja Job Sector: Banking Job Details

• Retail & Business Banking

Job Purpose

• To ensure the availability of treasury cash, reserve and blank forms.
• Ensure the availability of a fully functional cash service to tellers including the custody and balancing of vault cash,  processing of vault deposits, withdrawal and handling of related reports.
• Control treasury cash, blank forms, safe custody items and duplicate keys.
• Understand and manage the risks associated with the custody of these items as well as the changes in the custody of assets through effective system controls.

Key Responsibilities/Accountabilities Asset custodianship:

• Custodian of treasury cash, reserve, blank forms and keys & cash
• Ensure that the correct procedures for handling and movement of cash assets in the branch are adhered to.
• Ensure that the correct security procedures are adhered to when cash is moved to agencies and delivered to/collected from Cash Management Unit.
• Effective cash management to ensure vault approved limits are adhered to.
• Receive notes and coins from tellers to be lodged into the vault.
• Check physical cash received / evacuated in the presence of the Cash Management Unit (CMU) representatives.
• Control Keys for container / trolley (Used for transporting cash from vault to tellers).
• Assist with surprise checks of tellers.

Support functions:

• Attend to branch account payments.
• Issue Bank Cheques as required.
• Counter sign issued Bank Cheques as required.
• Reconcile all branch suspense accounts as listed below.
• Attend to Cash Advance transactions.
• Attend to all Records Administration issues in the branch
• Attend to all issues on refunds on all closed customers accounts

ATM Custodians Support functions:

• Carry out first level support (basic) on User's workstations, scanners, or other peripherals
• Resolve basic finacle issues such as applet, Invalid username/Password, or proxy exception errors, etc
• Map users' workstations to the Combo printer and ensure quality printout
• Assist RIS connect remotely to systems & resolve simple LAN issues
• ATM support including: simple power related issues on UPS and inverter, ATM operation support (Availability, Cash management, resolution of simple issues like cash jam, paper jam, etc)
• Supervise vendors, contractors, PM engineers to ensure a good and neat work is done in the branch

Reports:

• ATM Reports
• Operating Cash Report
• Listing of ATM Transactions

Accounts:

• Cash
• Vault Reserve
• ATM
• Overage Account
• Shortage Account
• SRAs
• Certified Cheque
• Stale Cheques
• Bank Cheques

Other Functions:

• Custom Duty Payments
• Mails Administration
• Administration of Stationery (vault out of stationary items)
• Maintenance of Office Equipment
• Call-over functions

Registers:

• Cash Advance Register - Petty cash
• Bank Cheque Register.
• Customs Duty Register (where applicable)

Preferred Qualification and Experience

• Bachelor's Degree from an accredited University
• Minimum 2 years branch banking experience with exposure to tellering and safe custody.

Knowledge/Technical Skills/Expertise

• Financial Analysis
• ATM operating and maintenance experience
• HSE certification

Interested and qualified candidates should:Click here to apply     Job Title: Team Leader, Customer Service - Sapon Branch Job ID: 29548 Location: Ogun Job Sector: Banking Detail: Retail and Business Banking Job Purpose

• Lead and supervise the Enquiries, Service Consultants and Frontline Support teams in order to meet and exceed customer service expectations in the Service zone
• Where necessary direct customers to the correct department and/or migrate to more appropriate channels
• Maintain a high level of integrity and ethical standards.

Key Responsibilities Customer Service:

• Ensure that subordinates provide customers with appropriate information and services.
• Ensure that subordinates provide customers with exceptional service in the Service Express zone.
• In cases that have been escalated, refer customers to the correct department or migrate to a more appropriate, cost-effective channel, e.g. self-service banking.
• For complaints that have been referred to the incumbent by subordinates, listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible referring queries/complaints to the appropriate area and follow up on referrals to ensure satisfactory resolution.
• Initiate steps to resolve issues/problems affecting customer service timeously, where issues are referred by subordinates or identified by the incumbent.
• Ensure identification of opportunities to cross-sell products and services and pass leads to the relevant sales departments.
• Ensure correct scheduling of staff to meet customer demands by using Branch Scheduling Tool (BST)
• Ensure workload fit is achieved

People Management:

• Lead the Service Express zone team in the provision of excellent service, providing guidance and coaching where necessary.
• Monitor service levels provided and initiate appropriate steps to address any concerns or below standard service.
• Identify and address staff training and development issues.

Legislative Compliance:

• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act and National Credit Act requirements.

Key Performance Measures:

• Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
• An effective and motivated team – subordinate feedback.
• Queuing times within agreed standards.
• Turn-around times adhered to.
• Compliance with procedures.
• Accurate documentation.
• Positive findings of Internal Audit and compliance reports.
• Achievement of Sales Budgets that have been set for staff in the Express Service zone.

Important relationships:

• Build and maintain successful relationships with new and existing customers
• Build and maintain good working relationships with frontline and sales staff, other team leaders and management within the branch and in other business units in order to ensure smooth resolution of customer queries and referrals.

Problem Solving, Planning and Decision Making:

• Deal with a wide range of queries from customers taking into account the customers requirements as well as the bank’s operational limitations.
• Problems tend to be operational issues that do not have set solutions and have been referred by either the Service Consultant or the Express Enquiries Officers, they typically require substantial work experience and knowledge to find the correct solution.
• In the case of complaints or difficult situations that are not clear-cut, incumbent recommends appropriate action to management, taking the individual customer history and circumstances into account.
• Works within laid down policy, procedures, system parameters and internal controls.

Preferred Qualification and Experience Qualification:

• Degree holder from a recognized University ( 2.2 minimum).

Experience:

• 2 to 3 years branch banking experience, which includes exposure to customer service areas.
• 1 to 2 years experience leading a team would be an advantage.

Key Performance Measures:

• Prompt and efficient service, indicated by number of customer complaints in respect of service provided.
• An effective and motivated team – subordinate feedback.
• Queuing times within agreed standards.
• Turn-around times adhered to.
• Compliance with procedures.
• Accurate documentation.
• Positive findings of Internal Audit and compliance reports.
• Achievement of Sales Budgets that have been set for staff in the Express Service zone.

Knowledge, Experience and Personal Competencies:

• Financial Services related qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
• Sound knowledge of laid down procedures and policies.
• Excellent knowledge of Self-Service Banking (ATM’s, Internet, Telephone and Cell Phone Banking).
• Comprehensive knowledge of Customer Service principles and how to apply them.
• Comprehensive knowledge of banking products and services offered, and the systems and procedures underpinning them.
• Understanding of the products offered by other Standard Bank Group Companies.
• Knowledge of the functions of the different job roles in the branch.
• Understanding of service and sales initiatives
• Knowledge of the functions and activities of other departments and support entities.
• Knowledge of how to motivate, coach, develop and lead a team.

Interested and qualified candidates should:Click here to apply     Job Title: Branch Manager Job ID: 31047 Location: Nigeria Job Sector: Banking Detail: Retail Banking 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 Responsibilities/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.

Management of Credit and Operational Risk:

• Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
• Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
• Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
• Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
• Ensure irregularities highlighted in routine control reports are attended to.
• Co-ordinate the checking of centre tellers/treasury/blank forms.
• Complete monthly centre housekeeping checklist.
• Report premises/equipment issues to regional operations.
• Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
• Ensure that levels of authority and limits of access to information/systems are adhered to.
• Ensure that all routine controls relating to new business are effectively applied.
• Ensure compliance with OHS (Occupational Health and Safety) requirements

Management of Service Improvement:

• Manage the customer problem resolution process and ensure the accurate logging of information.
• Set and monitor turn-around times for resolving customer queries and complaints.
• Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
• Ensure that service measurement is maintained and action adverse trends.
• Implement service recovery to facilitate customer retention.
• Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation

Management of responsive sales and relationship management:

• Develop sales and relationship management plans to achieve responsive sales targets for the centers.
• Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
• Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
• Drive the lead referral system.
• Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
• Ensure the territory where the branch is situated has adequate feel of the bank and its products

Increased cross-selling ratios:

• Effective migration of customers/transactions to more appropriate channels.
• Requisite stationery and cash supplies held.
• Effective, customer-orientated telephone management.
• Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
• Staff effectiveness and motivation Positive findings of Inspection Compliance reports

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

People Management:

• Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
• Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
• Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
• Overall staff complement to be in line with productivity measurements. – Branch Scheduling Tool
• Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
• Ensure that equity requirements are met and transformation initiatives supported.
• Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
• Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
• Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
• Costs contained within budget.
• Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.

Requirements Preferred Qualification and Experience:

• A Bachelor's degree in any related field
• Minimum 2 years Banking Operatons experience
• Minimum 6-8 years Retail Banking, Business Development experience
• At least one professional qualificiation, e.g CIBN, ICAN

Knowledge/Technical Skills/Expertise:

• Basic Financial Analysis - Ability to interpret income statement, balance sheet, cash flow statement and financial ratios.
• Business acumen - Ability to spot opportunities and optimize revenue generation for the business
• A thorough knowledge of standardised business banking transactional products and other core products relevant to small business enterprises.
• A good working knowledge and understanding of behavioural credit scoring principles and practices, including an understanding of all SME product programs

Interested and qualified candidates should:Click here to apply     Job Title: Head, Service Support Job ID: 32189 Location: Ikorodu, Lagos Job Sector: Banking Job Details Retail & Business Banking:

• Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Head Service Support to help us fulfil our business objectives and build customer loyalty.

Job Purpose

• Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team.
• Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure.
• Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities Customer Service:

• Ensure that communication with customers is of a consistently high standard.
• Ensure that telephones are answered and calls returned promptly.
• Ensure that all customer queries are resolved within laid-down time frames to the satisfaction of the customer.
• Initiate root cause analysis workshops to prevent recurring queries/problems.
• Facilitate good communication between the branch and Operations Processing Centre (OPC)/BFC/Recons/IT/Property and Premises to ensure prompt resolution of queries/problems and provision of effective customer service.

Risk management:

• Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Monitor internal controls to ensure their adequacy and effectiveness.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks.
• Promote staff awareness of fraud through regular workshops.
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Loss Control Head Office when reporting losses, and attend to all Loss Control Queries regarding losses.
• Circulate Internal Audit reports and disciplinary procedures.
• Attend to all routine control issues
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Ops Integrity and Head Office when reporting losses.
• Attend to all Ops Integrity queries pertaining to losses.

Safety and security:

• Ensure that staff is fully conversant with branch opening and closing procedures as well as security measures during banking hours.
• Ensure that security procedures/measures are adhered to.
• Control the security guards according to laid down procedure.
• Control testing of alarms and panic buttons.
• Control and authorise changes to PINs of security equipment.
• Ensure emergency drills and procedures are carried out.
• Monitor the general physical security of the branch and liaise with Premises (Facility Management Unit), in need.
• Control levels of authority for branch.
• Monitor staff profiles.

Fraud Control:

• Control fraud investigation returns.
• Ensure staff awareness in terms of fraud.

Asset custodianship:

• Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
• Ensure locking away procedures are carried out.
• Sign the Locking Away Record daily.
• Control, scrutinise and authorise all changes to the Key Register / Schedule
• Ensure that duplicate keys are controlled and maintained according to laid-down policy.
• Control the reserve and current stocks of blank forms.
• Ensure that procedures regarding the control and movement of cash are adhered to.
• Control cash limits for branch.

People management:

• Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.
• Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
• Assist with the appointment of staff when required.
• Attend to Letters of Understanding and Undertaking for all staff members. (Form 00030177).
• Identify and address staff training/development needs.
• Ensure that staff are fully trained (permanent and casual) and coached with regard to routine compliance and loss control.
• Ensure Duty of Care tests are undertaken by staff concerned.
• Ensure that “Duty of Care” requirements are adhered to.
• Manage workflow in the department and ensure that service standards/turn-around times are adhered to:
  • Attend to staff administration, including Personnel Record Updates with HR.
  • Control and scrutinise the Staff Attendance Register. (Form 00013631).
  • Conduct regular staff performance discussions, interim and annual appraisals.
  • Attend to leave, training and Saturday schedules for own department.
  • Conduct regular staff meetings and teambuilding exercises, as required.
  • Control the branch cleaning staff.
  • Ensure all relevant communications that affect branches are re-emphasised to branch staff

Operations and administration:

• Ensure that recoveries are made in respect of copy statements, transfers, certificates of balance etc.
• Control Levels of Authority.
• Monitor revenue and expenditure and ensure that controllable costs are within budget.
• Release / Authorise inter-account transfers for own department.
• Monitor volumes of inter-account transfers and discuss with Branch Manager if assistance is required.
• Counter-sign cheques within level of authority.
• Spot check vouchers despatched to OPC.
• Liase with Operations/IT regarding moving of computers, ordering new equipment etc.
• Authorise account payments and stationery orders for the branch.
• Control old records and forward same to Archive Unit.
• Monitor and Control Utility documentation.
• Ensure that periodic revenue checks are undertaken.

Routine:

• Ensure that routine in respect of the following is handled according to laid-down instructions:  opening and transfer of accounts, mandates and signature cards.
• Monitor Automated Teller Machines (ATMs) for uptime and general condition.
• Control ATM contingency procedures.
• Attend to monthly surprise checks and branch routine control checks.
• Ensure that the Teller specification records are scrutinized.
• Control dispatch of administration work to the OPC and BFC.
• Provide input for returns to the OPC.
• Monitor voucher flow in the branch and to OPC.
• Attend to maintenance of e-mail facilities in the branch.
• Attend to related telephone calls and customer queries.
• Control of registered mail received.
• Ensure that a scrutiny of all blank forms is undertaken once a month on a surprise basis by an independent nominated officer.
• Attend to inward and outward mail for own area.
• Supervise call-over activities in the branch

Records and Registers:

• Scrutinise the following according to laid-down instructions:
  • The Teller Specification Books
  • The ATM Specification Book:
    • Special Reserve Account - daily
    • Balancing of Suspense Accounts
    • Retained ATM cards register
    • Cheque book balancing records
    • Bank Cheque Book
    • Action Operations Checklist on monthly basis
    • IT Movement Register – Entering the Server Room
    • Customer Compliments & Complaints Register
    • Mandate File Register – Mandate Movements
    • The Locking Away Register daily

Reports:

• Scrutinise actioning of the following reports according to laid-down instructions:
  • Branch Consolidated Report
  • Branch Operating Accounts
  • Bank Cheque Report
  • Account Closure Report
  • Accounts Opened Report
  • Accounts Reactivation Report

Keys:

• Vault – grill door
• Cheque book cabinet - Secondary Custodian
• Vault and ATM Combination locks
• Branch key

Requirements Preferred Qualification and Experience:

• Minimum of a first degree
•  Institute of Bankers or related qualification would be an advantage.
• 5 Years branch banking experience, with exposure to all areas under control.
• People management experience.

Knowledge/Technical Skills/Expertise:

• Institute of Bankers or related qualification would be an advantage.
• Sound knowledge of bank’s laid-down policies and procedures relating to all areas under control.
• Knowledge of the NDS System in relation to own area of responsibility
• Knowledge and understanding of the Area sales and service strategies.
• Thorough knowledge and understanding of local target market profiles.
• Thorough knowledge of the products and services applicable to the local market/s.
• Knowledge of the Code of Banking Practice.
• Knowledge of Managing Local Market sales principles.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.

Interested and qualified candidates should:Click here to apply     Job Title: Head, Service Support - North Central Job ID: 22805 Location: Kano, Nigeria Job Sector: Banking Job Details Retail & Business Banking:

• Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Head Service Support to help us fulfil our business objectives and build customer loyalty.

Job Purpose

• Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team.
• Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure.
• Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities Customer service:

• Ensure that communication with customers is of a consistently high standard.
• Ensure that telephones are answered and calls returned promptly.
• Ensure that all customer queries are resolved within laid-down time frames to the satisfaction of the customer.
• Initiate root cause analysis workshops to prevent recurring queries/problems.
• Facilitate good communication between the branch and Operations Processing Centre (OPC)/BFC/Recons/IT/Property and Premises to ensure prompt resolution of queries/problems and provision of effective customer service.

Risk Management:

• Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
• Monitor internal controls to ensure their adequacy and effectiveness.
• Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks.
• Promote staff awareness of fraud through regular workshops.
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Loss Control Head Office when reporting losses, and attend to all Loss Control Queries regarding losses.
• Circulate Internal Audit reports and disciplinary procedures.
• Attend to all routine control issues
• Prepare detailed correspondence to Internal Audit when a special investigation is required.
• Prepare detailed correspondence to Ops Integrity and Head Office when reporting losses.
• Attend to all Ops Integrity queries pertaining to losses.

Safety and Security:

• Ensure that staff is fully conversant with branch opening and closing procedures as well as security measures during banking hours.
• Ensure that security procedures/measures are adhered to.
• Control the security guards according to laid down procedure.
• Control testing of alarms and panic buttons.
• Control and authorise changes to PINs of security equipment.
• Ensure emergency drills and procedures are carried out.
• Monitor the general physical security of the branch and liaise with Premises (Facility Management Unit), in need.
• Control levels of authority for branch.
• Monitor staff profiles.

Fraud Control:

• Control fraud investigation returns.
• Ensure staff awareness in terms of fraud.

Asset Custodianship:

• Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
• Ensure locking away procedures are carried out.
• Sign the Locking Away Record daily.
• Control, scrutinise and authorise all changes to the Key Register / Schedule
• Ensure that duplicate keys are controlled and maintained according to laid-down policy.
• Control the reserve and current stocks of blank forms.
• Ensure that procedures regarding the control and movement of cash are adhered to.
• Control cash limits for branch.

People Management:

• Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.
• Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
• Assist with the appointment of staff when required.
• Attend to Letters of Understanding and Undertaking for all staff members. (Form 00030177).
• Identify and address staff training/development needs.
• Ensure that staff are fully trained (permanent and casual) and coached with regard to routine compliance and loss control.
• Ensure Duty of Care tests are undertaken by staff concerned.
• Ensure that “Duty of Care” requirements are adhered to.
• Manage workflow in the department and ensure that service standards/turn-around times are adhered to:
  • Attend to staff administration, including Personnel Record Updates with HR.
  • Control and scrutinise the Staff Attendance Register. (Form 00013631).
  • Conduct regular staff performance discussions, interim and annual appraisals.
  • Attend to leave, training and Saturday schedules for own department.
  • Conduct regular staff meetings and teambuilding exercises, as required.
  • Control the branch cleaning staff.
  • Ensure all relevant communications that affect branches are re-emphasised to branch staff

Operations and Administration:

• Ensure that recoveries are made in respect of copy statements, transfers, certificates of balance etc.
• Control Levels of Authority.
• Monitor revenue and expenditure and ensure that controllable costs are within budget.
• Release / Authorise inter-account transfers for own department.
• Monitor volumes of inter-account transfers and discuss with Branch Manager if assistance is required.
• Counter-sign cheques within level of authority.
• Spot check vouchers despatched to OPC.
• Liase with Operations/IT regarding moving of computers, ordering new equipment etc.
• Authorise account payments and stationery orders for the branch.
• Control old records and forward same to Archive Unit.
• Monitor and Control Utility documentation.
• Ensure that periodic revenue checks are undertaken.

Routine:

• Ensure that routine in respect of the following is handled according to laid-down instructions:  opening and transfer of accounts, mandates and signature cards.
• Monitor Automated Teller Machines (ATMs) for uptime and general condition.
• Control ATM contingency procedures.
• Attend to monthly surprise checks and branch routine control checks.
• Ensure that the Teller specification records are scrutinized.
• Control dispatch of administration work to the OPC and BFC.
• Provide input for returns to the OPC.
• Monitor voucher flow in the branch and to OPC.
• Attend to maintenance of e-mail facilities in the branch.
• Attend to related telephone calls and customer queries.
• Control of registered mail received.
• Ensure that a scrutiny of all blank forms is undertaken once a month on a surprise basis by an independent nominated officer.
• Attend to inward and outward mail for own area.
• Supervise call-over activities in the branch

Records and Registers:

• Scrutinise the following according to laid-down instructions:
  • The Teller Specification Books
  • The ATM Specification Book:
    • Special Reserve Account - daily
    • Balancing of Suspense Accounts
    • Retained ATM cards register
    • Cheque book balancing records
    • Bank Cheque Book
    • Action Operations Checklist on monthly basis
    • IT Movement Register - Entering the Server Room
    • Customer Compliments & Complaints Register
    • Mandate File Register - Mandate Movements
    • The Locking Away Register daily

Reports:

• Scrutinise actioning of the following reports according to laid-down instructions:
  • Branch Consolidated Report
  • Branch Operating Accounts
  • Bank Cheque Report
  • Account Closure Report
  • Accounts Opened Report
  • Accounts Reactivation Report

Keys:

• Vault - grill door
• Cheque book cabinet - Secondary Custodian
• Vault and ATM Combination locks
• Branch key

Requirements Preferred Qualification and Experience:

• Minimum of a first degree
•  Institute of Bankers or related qualification would be an advantage.
• 5 Years branch banking experience, with exposure to all areas under control.
• People management experience.

Knowledge/Technical Skills/Expertise:

• Institute of Bankers or related qualification would be an advantage.
• Sound knowledge of bank’s laid-down policies and procedures relating to all areas under control.
• Knowledge of the NDS System in relation to own area of responsibility
• Knowledge and understanding of the Area sales and service strategies.
• Thorough knowledge and understanding of local target market profiles.
• Thorough knowledge of the products and services applicable to the local market/s.
• Knowledge of the Code of Banking Practice.
• Knowledge of Managing Local Market sales principles.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.

Interested and qualified candidates should:Click here to apply

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