Organisation: Stanbic Bank
Duty Station: Kampala,
Uganda
Uganda
Job ID: 19848
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).
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 Kabalagala branch 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.
Service Manager will support the Stanbic Bank Kabalagala branch 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:
Responsibilities:
Customer Service:
·
Build a service culture in the branch by
managing the adherence of the service standards for all staff
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 Manager
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 Manager
·
First point of contact for customer queries,
complaints and compliments (walk ins, written and otherwise)
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
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
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
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
timelines
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
timelines
·
Manage Service Level Agreements for respective
internal service providers/enablers e.g. KOPC, CCC, Credit, CVU for the Branch
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
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.
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
requests)
Verify and approve customer requests both on the
forms and the system as per laid down procedure (i.e. Cheque books, ATM Card
requests)
·
Display current Tariff guides, banking license,
consumer protection guidelines, financial statements and stationery in the
banking hall
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
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
Regularly update the Branch Manager and Regional
Service Manager about service issues within the Branch
Sales:
·
Identify cross selling and migration
opportunities and sell products reactively
Identify cross selling and migration
opportunities and sell products reactively
·
Compile the lead generation template for the
service team on a daily basis
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)
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
Support bank sales activations as required
Risk and Control:
·
Carry out routine surprise checks of blank forms
at inquires on a monthly basis
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
procedures
Daily balancing of running stock of blank forms
and manage the blank forms destruction process in line with laid down
procedures
·
Quickly respond to and follow through all service
audit and risk issues raised by auditors within agreed timelines and laid down
procedures
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
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.
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
levels.
Agree performance contracts for direct reports
and provide monthly performance feedback to maintain performance at required
levels.
·
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)
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
talent.
Manage succession planning and identify key
talent.
·
Manage the handover process in accordance with
laid down procedure
Manage the handover process in accordance with
laid down procedure
·
Manage the on-boarding and probation process for
new and existing employees
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
Plan for utilization of leave for direct reports
while maintaining quality customer service
·
Drive adherence to dress code policy and
procedure within the branch
Drive adherence to dress code policy and
procedure within the branch
·
A member of the Branch disciplinary management
committee
A member of the Branch disciplinary management
committee
Other:
·
Call vouchers against Teller reports as per set
procedure.
Call vouchers against Teller reports as per set
procedure.
·
May be assigned any other duties by the Line
Manager
May be assigned any other duties by the Line
Manager
Qualifications, Skills and Experience:
·
The ideal candidate for the Stanbic Bank Branch
Customer Service Manager job vacancy must hold a Bachelor’s degree from a recognized
university
The ideal candidate for the Stanbic Bank Branch
Customer Service Manager job vacancy must hold a Bachelor’s degree from a recognized
university
·
Previous supervisory experience
Previous supervisory experience
·
Previous customer service desirable
Previous customer service desirable
·
Previous front office experience
Previous front office experience
·
Basic knowledge of the functions of various
departments within the branch
Basic knowledge of the functions of various
departments within the branch
·
Sound knowledge of bank products/services and
related procedures
Sound knowledge of bank products/services and
related procedures
·
Knowledge of Service standards
Knowledge of Service standards
·
Knowledge of the risk associated with customer
service
Knowledge of the risk associated with customer
service
·
Excellent interpersonal skills
Excellent interpersonal skills
·
Good communication skills
Good communication skills
·
Good problem solving skills
Good problem solving skills
·
Excellent organizational 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.
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 18th November, 2016
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