Branch Customer Service Manager- Garden City Job Opportunity – Stanbic Bank

Organisation: Stanbic Bank
Duty Station: Kampala,
Job ID: 19382
About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It offers
a full range of banking services through two business units; Personal and
Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Branch
Customer Service Manager will support the Stanbic Bank Garden City in the
provision of excellent customer service and build a service culture throughout
the Branch. The jobholder will manage and supervise customer facing staff
within the service area.
Key Duties and Responsibilities:
Customer Service:
Build a service culture in the branch by
managing the adherence of the service standards for all staff
Custodian of query management at the branch
including the capturing of queries, managing the turnaround time of query resolution
and escalate unresolved queries to the Branch Manager and/or Regional Service
First point of contact for customer queries,
complaints and compliments (walk ins, written and otherwise)
Prepare and submit monthly returns on queries;
complaints and compliments; and queue management to the Regional Service
Manager and Branch Manager
Analyze service trends (i.e. queue management,
service lapses, peak times, system break down) and provide solutions to the
identified gaps/lapses
Curb negative publicity by promptly addressing
all poor service issues identified by customers at the Branch
Regularly monitor the turnaround time on key
process such as account opening and loan origination process; transactions
posted; and manage the distribution of blank forms to customers (i.e. Blister
packs, debit and credit cards, cheque books, bank drafts) as per agreed set
Manage Service Level Agreements for respective
internal service providers/enablers e.g. KOPC, CCC, Credit, CVU for the Branch
Manage adherence to the Financial Consumer
protection guidelines at the Branch
Promote the Stanbic Bank brand by maintaining
the branch ambience and professional image by branch staff.
Verify and approve customer requests both on the
forms and the system as per laid down procedure (i.e. Cheque books, ATM Card
Display current Tariff guides, banking license,
consumer protection guidelines, financial statements and stationery in the
banking hall
Implement service initiatives within the branch
in line with the Country Service strategy
Regularly update the Branch Manager and Regional
Service Manager about service issues within the Branch
Identify cross selling and migration
opportunities and sell products reactively
Compile the lead generation template for the
service team on a daily basis
Lead the service team in meeting their leads
targets against budget (i.e. provide product knowledge, coach
to develop selling skills)
Support bank sales activations as required
Risk and Control:
Carry out routine surprise checks of blank forms
at inquires on a monthly basis
Daily balancing of running stock of blank forms
and manage the blank forms destruction process in line with laid down
Quickly respond to and follow through all
service audit and risk issues raised by auditors within agreed timelines and
laid down procedures
Manage risks associated with handling of blank
forms and customer’s documents/instructions
People Management:
Mentor and train branch staff to deliver a high
standard of customer service.
Agree performance contracts for direct reports
and provide monthly performance feedback to maintain performance at required
Arrange for training for direct reports in line
with personal development and talent development plans (i.e. On-the-job,
classroom based, attachments, job rotations)
Manage succession planning and identify key
Manage the handover process in accordance with
laid down procedure
Manage the on-boarding and probation process for
new and existing employees
Plan for utilization of leave for direct reports
while maintaining quality customer service
Drive adherence to dress code policy and
procedure within the branch
A member of the Branch disciplinary management
Call vouchers against Teller reports as per set
May be assigned any other duties by the Line
Qualifications, Skills and
The ideal candidate for the Stanbic Bank Branch
Customer Service Manager job placement must hold a Bachelor’s degree from a
recognized university
Previous supervisory experience
Previous customer service desirable
Previous front office experience de
Basic knowledge of the functions of various
departments within the branch
Sound knowledge of bank products/services and
related procedures
Knowledge of Service standards
Knowledge of the risk associated with customer
Excellent interpersonal skills
Good communication skills
Problem solving skills
Excellent organizational skills
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 16th October, 2016
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