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Manager Agency Service Support and Training Career Opportunity - Stanbic Bank

Job Title:           Manager Agency Service Support and Training
Organisation: Stanbic Bank
Duty Station: Kampala, Uganda
Job ID: 19496

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 Manager Agency Service Support and Training will be responsible for ensuring high quality and consistent customer experience across Agency Banking through setting service standards and monitoring service levels and addressing service lapses

Key Duties and Responsibilities: 
Setting Agent service Standards:
·         Set service delivery standards for Agents and communicate them to Agents
·         Ensure proper and complete documentation for all Agents and subagents
·         Manage the evaluation of potential Agents against set standards
·         Manage the Agency account opening process and ensure adherence to set procedures of         account opening
·         Put in place a framework for measuring Agent service level and quality
·         Take action to improve service levels including    Agent training and deregistration to achieve consistent high quality service
·         Measure quality of Agent service and take action to improve    service levels to achieve consistent high quality service
·         Champion Customer service and implementation of the    quality service standards
·         Drive service initiates and activations to drive adherence to service standards
·         Build a service culture amongst the agents by managing the adherence to service standards
·         Analyze service trends (i.e. 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 Channel.
·         Manage Service Level Agreements for respective    internal service providers/enablers e.g. KOPC, CCC for the channel
·         Ensure Agents display current Tariff guides, banking license, consumer protection guidelines, financial statements and any other stationery as per regulatory requirements
Complaint and Query Resolution:   
·         Receive and resolve Agent and Customer queries and complaints as stipulated in the Financial Consumer Protection Guidelines
·         Custodian of query management in the channel including the capturing of queries, managing the turnaround time of query resolution and escalate unresolved queries
·         Prepare and submit monthly returns on queries; complaints and compliments; and queue  management to the Head Agency Banking.
·         Carry out routine surprise checks to ensure adherence to service standards
Agent Registration and Deregistration:
·         Manage Agent registration and deregistration from the Agency Banking system
·         Manage the Agency    account opening process including archiving of Agent documents
·         Ensure proper and complete documentation for all Agents registered or deregistered.
·         Ensure proper and complete documentation for all Agents as per regulations
·         Manage the evaluation of potential Agents against set standards
 Agent performance management:
·         Manage relationships with Agents in line with the banks strategic objectives
·         Monitor Agent revenue, transactions and commissions against set targets and take    action to address lapses
·         Develop and implement effective promotional activities within Agency Banking: market    storms, road shows and promotions
·         Calculate and pay Agent commissions correctly and as per agreed schedule
·         Monitor Agent liquidity and float for business continuity
·         Daily reconciliation of suspense accounts
·         Set operational procedures, systems and implementing them to achieve required efficiency standards
·         Gather market intelligence for the improvement of the channel and put in place plans to compete effectively
Agent branding and Merchandising:
·         Deliver suitable branding for Agencies and monitor that it is displayed appropriately
·         Inventory management of all bank assets, stationary and related branding items
Agency   Banking risk management:
·         Conduct risk self-assessment and develop and execute a risk management plan to achieve   effective risk management in Agency banking
·         Respond to and follow   through all service audit and risk issues raised by auditors within agreed timelines and laid down procedures
·         Implement a risk register and management framework for the channel

Qualifications, Skills and Experience:
·         The ideal candidate for the Stanbic Bank Manager Agency Service Support and Training career opportunity must hold a Bachelor’s degree in Business Administration or related course from a recognized university
·         Quality Management: Knowledge of and ability to implement all quality management    policies and procedures.
·         Quality Management System Support: Understands implements, manages and maintains quality    management systems and provides a support service to the organisation. 
·         Root Cause Analysis: Knowledge and application of techniques that can be  applied to determine the cause of process or control failures.

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: 25th October, 2016

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