Stanbic IBTC Bank Job Vacancies in Nigeria, April 12th 2016
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.
Job Title: Team Lead Contact Centre – Hausa/Yoruba
Job Details
Wealth and Investment
Job Purpose
- The Call Center Team Leader is to ensure that the team delivers
superior customer service to External and Internal clients’ queries and
enquiries through various communication channels such as telephone and
e-mail, in areas as providing customers with accurate information on our
products and services, their Retirement Savings Accounts and also on
other guidelines relating to the industry.
- The supervisor manages, leads and supports a dynamic team in its day
to day operation to ensure customer satisfaction and retention
(customer loyalty) as well as continuity to improve on the current
processes to ensure a world-class service delivery
Key Responsibilities/Accountabilities
- Incoming Calls Monitoring
- Ensure maintenance of 5 minutes average agents' talk time with clients
- Maintain warm, cheerful and professional responses to clients' enquiries
- Follow up calls of clients with peculiar enquiries and requests as
well as liaising with other departments regarding clients’
Contributions, Withdrawals and Payments
- Follow up process to resolve clients issues
- Maintain daily records of incoming calls treatment
- Monitor Call Centre Personnel Performance on ACD system
- Maintain appropriate call duration
- Analysis of incoming call volume on continuous basis
- Analysis of call complaints and preferring possible solutions
- Answer inbound calls as well as assist customers during peak call period/traffic
- NAV Notes Management by ensuring team members interactions are
captured correctly and appropriately reflecting clients’ true
representation at the time of call.
- Achieve customer loyalty and retention by coaching agents to deliver
quality customer service to both internal and external clients whenever
services are required. Telemarketing of SIPML products and service via
customer loyalty. Understand and resolve Clients’ enquiries we come in
contact with either via Telephone.
- Create the awareness in the mind of the Client regarding the
importance and relevance of having a Pensions Account under the Pension
Reforms Act 2014
- Deal with Clients in a Proficient and Professional Capacity,
displaying a profound understanding of their enquiries while showing
compassion and a pleasant personality
- Achieve Quality Customer Service by being proactive in meeting and possibly exceeding client’s expectations.
- Managing the day–to-day planning, operation and problem-solving of a
team of agents to meet with the required service level components,
standards and sales targets
- Aid in the develop the team to ensure delivery of a consistently
superior customer experience by highly knowledgeable and
customer-focused agents and to act as the communication conduit between
Front liners and Management
- Aid in developing the team to ensure delivery of a consistently
superior customer experience by highly knowledgeable and
customer-focused agents and to act as the communication conduit between
Frontliners and Management
- Ensuring delivery of team /unit targets, service level components, quality and productivity targets & indicators
- Ownership and problem resolution. Call monitoring, coaching and
feedback, responsibility for delivery of the defined customer experience
on every call
- Coaching and developing of team members - Leadership for a team of
15 call centre officers who would be emotionally intelligent to manage
different clients.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Compiling daily/weekly/quarterly reports on team’s performance and customer feedback
- Identify specific training needs for Contact Centre Officers
assigned to him/her and adjusting targets to suit the needs of the
business.
- Monitor Industry trend as well as competitors to ensure the team is not running on outdated processes.
Preferred Qualification and Experience
- Minimum of a First Degree
Knowledge/Technical Skills/Expertise
- Experience in managing and leading a successful team
- Hands on experience on phone applications used in the call centre and customer service roles
- Passionate
- Good interpersonal skills, communication and telephone skills
- Experience in pension fund administration
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Job Title: Treasury Accountant
Job Details
Group
Finance: budgeting and forecasting, creating interim and annual
financial statements, facilitating internal mergers and acquisitions, as
well as dealing with analysts and investors.
Job Purpose
To provide a routine product
reporting on income statement and balance sheet and reconciliation
function within the Product Control Division of Global Markets Finance
Key Responsibilities/Accountabilities
Key Responsibilities:
- Daily calculation of P&L, utilising market data from Market Risk
and Deal Data from front end dealing system and Core Banking System.
- Daily reconciliation of the P&L and product balance sheet
between front office dealing systems, core banking systems, general
ledger and dealers, utilising market data from Market Risk and Deal Data
from front end dealing system and Core Banking System.
- Daily reporting, analyses and investigation of P&L and product balance sheet.
- Investigation and resolution of daily P&L and balance sheet variances.
- Preparation of periodic P&L and balance sheet summaries/analyses.
- Liaison with all front office related areas (recons, front-office, back office and market risk).
- Internal client liaison.
- Ad-hoc assignments, projects and systems work.
- Design relevant business processes and system deliverables to
implement new products and systems according to Global Markets Financial
Control requirements.
Key Performance Measures:
- Resolution of outstanding items within the set deadline.
- Reporting of month-end intercompany balances before 12 noon of first working day of the new month.
- Daily advice of accurate trade settlement before 9am.
- Timely reporting and resolution of all general ledger differences
- Timely remittances of statutory obligations
- Ensuring that all relevant financial information is updated on a daily basis for prompt financial decision.
Preferred Qualification and Experience
- Finance/Accounting Degree, ACA, ACCA, CFA or any other relevant financial degree.
- At least 7 years’ experience working in product control or similar
environment (finance or risk support role would be sufficient)
- Knowledge/Technical Skills/Expertise
- A good understanding of financial instruments
- A clear understanding of Accounting for financial instruments.
- Knowledge of Calypso software.
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Job Title: Legal Officer - CIB Transactional Legal Services
Job Details
Group
Legal: guidance across all areas and geographies to ensure: every
transaction is appropriately negotiated, documented and implemented,
losses arising from litigation are minimised, and legal issues carrying
negative reputational consequences are avoided.
Job Purpose
- Assist in providing legal services and support on Corporate Banking and TPS
- Transactions.
- Review and preparation of Facility Letters for CIB Credit.
- Providing general legal advice and opinions to CB & TPS Business Teams.
- Providing support to the CB & TPS Business Teams to deliver stellar customer service.
- Review general documentation and agreements for CB & TPS Transactions.
- Handle such other ad hoc tasks and matters as may be assigned by the Team Head.
- Key Responsibilities/Accountabilities
- Maintain a high level of customer service
- Maintain workflow within the Team and support Business to achieve their objectives.
- Ensure prompt issuance of Facility letters and other Transaction documentation.
- Keep and maintain accurate records of all Transaction documentation.
- Partner with CIB Business Teams and provide the Business with robust and effective Legal support.
Preferred Qualification and Experience
- LLB (minimum of 2.2) BL - 5 – 7 years in a core legal
function within a bank or organization that either provides credit
services or is closely involved in the preparation of documents
relating to the grant of credits
- Knowledge/Technical Skills/Expertise
- Ability to draft in accordance with defined templates facility
letters for CIB transactions that minimize and mitigate the bank’s risk.
- Provide comprehensive and accurate legal advice on various issues that arise during the course of CIB transactions
- Ability to draft documents that minimize the legal risk and provide
legal protection to Stanbic IBTC in the various transactions generated
by its CIB business
Job Title: Legal Officer - PBB Transactional Legal Services
Job Details
Group
Legal: guidance across all areas and geographies to ensure: every
transaction is appropriately negotiated, documented and implemented,
losses arising from litigation are minimised, and legal issues carrying
negative reputational consequences are avoided.
Job Purpose
- Assist in the provision of Legal Services on PBB transactions.
- Providing general legal advice and opinions to PBB Business Teams, Units and Branches.
Key Responsibilities/Accountabilities
- Maintain a high level of customer service
- Maintain workflow within the Team
- Keep and maintain accurate records of Transaction documentation and perfection of collateral.
- Partner with PBB Business Teams and provide the Business with robust and effective Legal support.
Preferred Qualification and Experience
- Ability to provide comprehensive and accurate legal advice on various issues that arise during the course of PBB transactions
Knowledge/Technical Skills/Expertise
- Comprehensive knowledge in relation to the creation and maintenance
of valid securities for the credits created for Stanbic IBTC’s PBB
customers
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Job Title: Legal Officer - Litigation and Dispute Resolution
Job Details
Group
Legal: guidance across all areas and geographies to ensure: every
transaction is appropriately negotiated, documented and implemented,
losses arising from litigation are minimised, and legal issues carrying
negative reputational consequences are avoided.
Job Purpose
- Assist in the provision of legal services relating to litigation commenced by and against the Bank.
- Provide legal support to the Credit Recovery Teams for recovery of delinquent loans.
Key Responsibilities/Accountabilities
- Maintain a high level of customer service to clients.
- Maintain workflow within the Team and prevent service disruption.
- Maintain accurate and updated records on all litigation involving Stanbic IBTC.
Preferred Qualification and Experience
- LLB BL - 3 - 4 years active litigation experience
Knowledge/Technical Skills/Expertise
- Ability to provide legal advice in relation to disputes involving the Stanbic IBTC group and its customers / third parties.
- Ability to represent the Stanbic IBTC group in its interaction with
various Law enforcement agencies like the Nigeria Police , EFCC, ICPC
- Ability to negotiate amicable settlements of disputes
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Job Title: Manager, Operational Risk
Job Details
Group
Risk Management: understanding all risks – from the economic to the
political – that could affect our global business, and offering guidance
to all parts of the bank
Job Purpose
Continuously improve the operational
risk processes with the intention of adding value to business whilst
introducing practices that are fit for purpose in line with leading
global practices
Key Responsibilities/Accountabilities
- Implementation, validation and monitoring of operational risk management processes within the business
- Support Manager to ensure that the business management are fully appraised of the operational risk status
- Provide operational risk tools training support to the business
- Validate reported operational incidents and exceptions, perform root
cause analyses, identify potential opportunities for improvements to
upstream processes/systems. Provide adequate operational risk review and
evaluation of new product releases, and emerging risks due changes to
products and service offerings within the business
- Support Manager in ensuring that in-country and head office operational risk deliverables and strategies are met
- Perform sample-based back-testing analysis on specific operationally
vulnerable areas to pre-empt the development of standards, procedures
and process maps where operational gaps exist across businesses
- Support RCSA facilitation and KRI’s workshops with business; and
monthly collation and validation of Key Risk Indicators, and other
relevant ERM metrics
- Assist in development of a cross departmental communications program
on cross cutting operational risk issues, including those relating to
shared enablement functions such as Finance, Operations, IT, HR and Risk
divisions
- Support Manager in Monitoring bank’s insurance cover by way of
review of the insurance return to ensure that assets are adequately
protected against losses
- Pro-actively identify control deficiencies from Internal Audit, Risk
Assurance, Forensics, BCM, incident reports and external sources (those
outside of immediate environment) and through gap analysis to ensure
‘fit for purpose remediation by business of any risk exposures
- Effective performance and career management of subordinates
- Confirmation of incidents on AVANON
- Loss data reconciliation and monitoring of operational risk loss numbers.
Preferred Qualification and Experience
- A relevant tertiary qualification
- Masters, MBA, or professional qualifications such as CFA is advantageous
- Strong operational risk experience within financial
services/industry (retail, commercial and corporate and investment
banking) with working knowledge of banking systems, procedures and
controls
Knowledge/Technical Skills/Expertise
- Business product knowledge, including understanding of financial
processes in order to be able to determine their impact on risk and
control
- Familiarity with operational risk regulatory environment e.g. Basel
II (AMA), Sarbanes Oxley, etc. preferable though not essential)
- Practical knowledge of how to input, access and utilise information from the network/systems to analyse and forecast trends
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