Stanbic IBTC Bank Latest Jobs Vacancies

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:
Client Service Officer
Job ID: 34008
Location: Lokoja, Kogi
Job Sector: Banking

Job
Purpose

To
render frontline service support

Key
Responsibilities/Accountabilities
Control cheque books:

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
0-2
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:

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: Head,Credit
and Prepaid Card
Job ID: 34083
Location: Lagos
Job Sector: Banking

Job Details

Customer
Channels

Job
Purpose

Collaborates
with Segments and the Branch network to execution of the Card strategy in
the designated market(s) and execute against the defined strategy across
the Credit and Prepaid product lines.

Key
Responsibilities/Accountabilities
Profitability, revenue and sales generation:

Implements
the strategic business plan, including defining the product continuum,
formulating annual budgets/periodic forecasting of sales and financial
targets; converts the business plan into target sets and agree these
target with PBB Head and RoA Card Accountable for delivering sustainable
profit for the Card business.
Collaborates
with internal stakeholders (e.g., RoA Centre, Product team and Enabling
Functions) to drive profitability of the Card business and manages costs
of all the card products. For example, provides input into the annual
marketing plan for Card in Nigeria and ensures the successful
implementation thereof, manages downtime due to operational issues.
Grows
the Card base in line with the set goals and targets for the year.
Responsible
for regulating pricing, fees of Card products in line with Central Bank of
Nigeria (CBN) policies to ensure compliance.
Develops
reviews and implements appropriate product pricing and philosophy.
Drives
campaigns to achieve acquisition, activation, retention and turnover
targets.

Customer
service and relationship management:

Integrates
work streams/projects to ensure stated objectives are achieved on
schedule. This includes effectively managing both internal and external
support areas.
Develops
strong partnerships with Credit Risk, Finance and Operations both
centrally and in designated country.
Manages
relationships with the card associations (MasterCard, Visa), card
processors (Inters witch, EPM Card personalisation vendors (Berkeley
Cupola, Secure ID, Electronic Payment Plus, etc.) to ensure consistent and
effective service delivery.
Maintains
solid relationships with internal and external business partners to ensure
smooth delivery of stated business objectives and projects.
Assists
the in country teams to deliver and maintain a world class service
experience by setting minimum standards and SLAs with each market for the
Card portfolio.
Implements
programs in country to measure performance and quality of customer touch
points to ensure optimal performance

Product
management:

Ensures
Card life cycle management is seamless by coordinating all the internal
support teams to align with the bank’s card strategy.
Manages
all Card products (Debit, Credit and Prepaid) to ensure compliance and
smooth business operations (e.g. cards are issued to the right segments,
requests channelled to the right product, adherence to validation
processes before the cards are issued, etc.)
Provides
the best suited Card products based on customer needs by improving current
services and rolling out new card products in collaboration with the
Product team through product launches, product design and modification.
Grows
the card base (e.g., increase number of card users, ensures usage) in line
with the set goals and targets for the year (e.g. number of people to be
carded, number of active users and number of transactions).
Monitors
efficiency of the Card service providers and to ensure efficiency and cost
optimisation.
Oversee
training of internal staff/stakeholders, and customers on card usage,
functions, security, product knowledge, etc.

People
Management:

Defines
the Cards portfolio staffing / capacity requirements and make
recommendations for reporting structures for approval by Head, Channel.
Responsible
for inspiring, motivating, leading and managing the team.
Responsible
for the recruitment, development and retention of relevant skills in order
to meet the business needs.
Ensures
the effective selection of staff by matching the skills and competencies
to the requirements of the job.

Preferred
Qualification and Experience

First
Degree

Knowledge/Technical
Skills/Expertise:

Product
Development-Previous general banking experience of which 4-5 years should
have been in a leadership role in product management.3-4 previous
experience in research and development; strategy formulation. 3-4 years
execution and banking experience in segment, product or portfolio
management roles with Income Statement and Balance Sheet management
experience, as well as influencing key business stakeholder and managing
teams
Generating
Ideas-The greater the number of alternative ideas or solutions generated,
the greater the probability of finding a good solution. This competency is
about how fluent an individual is at generating ideas, the number of ideas
they generate and how confident they are in their ability to generate
unusual ideas or favor radical solutions. This is further enhanced by the
extent to which an individual enjoys the creative process
Making
Decisions-This competency is about the pace at which individuals are
prepared to make decisions, as well as their willingness to take
responsibility for their decisions. It also deals with the extent to which
individuals are definite about their views and opinions

Interested
and qualified candidates should:Click here to apply

Job
Title: Head,
Service Management Digital Channels
Job ID: 34084
Location: Lagos
Job Sector: Banking

Job Details

Customer
Channels

Job
Purpose

To
implement processes and tools that track, resolve, oversee and optimise
customer interactions with the bank; and foster customer loyalty by
enabling effective and efficient customer interactions & usage of
digital channels (e.g. ATM, POS, BNA, internet banking etc. by customers

Key
Responsibilities
Customer experience across digital channels:

Reviews
customer utilisation of existing products, digital channels and
functionality in order to understand trends and identify the reasons why
certain products and channels are favoured by customers and incorporate
learning into new customer experience designs
Engages
with frontline sales teams and teams that work with customer complaints,
to get a real world understanding of what customers are asking for
(customer needs) and to gain an understanding of complaints data; in order
to incorporate findings into future process improvements for customer
touch points
Reviews
the uptake and patterns of customer use of existing loyalty programmes to
identify opportunities to improve the uptake of the bank’s loyalty programmes
by advising product and channel managers on how to incorporate the
existing loyalty offerings into their processes and value propositions.

Measures:

Increase
in number of active users
Achieve
and continuously improve NPS target
Tracking
and analyzing trend of issues and incidents to ensure the root causes of
issues are being dealt

Process
design and efficiencies:

Works
with process owners, process designers and process custodians in the bank
to review processes and provide input on the customer requirements and
look for opportunities to digitise, automate, integrate and simplify
customer-impacting processes and make recommendations to product and
channel teams.
Reviews
the customer touch points in the processes (whether it be a digital
experience, frontline or call centre experience) to understand how the
customer will be impacted by process changes, in order to make
recommendations on improvements required from a customer point of view
Reviews
customer documentation and interfaces (for example digital interfaces if
deployed in digital or phone scripts in a call centre) and make
recommendations to product, process and design teams on improvements that
could be made to enhance the customer’s experience

Measures:

Achieve
and continuously improve NPS target
Number
of continuous improvement opportunities identified and implemented
No
fraud incidents
Prevent
and Manage Fraud effectively
Effective
Event , Incidence and Problem Management across channels

Drive
digital channels adoption strategy and project deliver:

Works
with branch teams to ensure that the digital channel strategy is adopted
accordingly as it pertains to digital migration and penetration
Scopes
and documents business requirements for project that for Digital Banking
channels and ensure that the business mandate is clearly documented,
effective requirement gathering, analysis and successful implementation of
projects.
Continuously
tracks and monitors projects to ensure delivery as per agreed scope and
timelines and report on projects.

Measures:

Achieve
designated channel penetration targets across respective branch zones
Achieve
liability and income targets through channels sales and customer wallet
share grow

People
management:

Responsible
for the recruitment, development and retention of relevant skills in order
to meet the business needs.
Ensures
skill assessments and competency-based training takes place as and when
required.
Takes
personal responsibility for coaching and mentoring others.
Ensures
the implementation of the leadership promise and employee engagement
programme.

Measures:

Staff
engagement score
Approved
talent and succession plans
Execution
of talent and training plans for all staff

Internal
& External Relationships:

Enabling
functions (IT) – Resolution of Channel downtime issues, Technical Vendors
Engagement, Technical Projects delivery
Operations
(Account Maintenance) – Setup of intermediary channel accounts, Update of
Account Status and customer information
Operations
(Domestic Payment & Card Operations)
Personal
and Business Banking (Branches) – ATM Channels support, delivery of
service to walk-in customers(card activation, Funds transfer, Internet
Banking Activation)
Vendors/Service
providers – Track SLA on service delivery
Regulatory
authority representatives – Receive regulatory directions for compliance
implementation

Preferred
Qualification and Experience
Qualifications:

Degree
Holder from a recognised University.
Certification
in service management, project management, leadership programmes

Experience:

7-
10 years experience of customer service PBB (card, IB, Mobile Banking);
CIB (merchant acquiring, ecommerce and POS); and payments.
General
account on-boarding processes.
Processes
for seamless service delivery
Experience
in application of risk and compliance requirements related to customer
onboarding

Knowledge/Technical
Skills/Expertise:

Banking
Process and Procedures – Sound knowledge of the Bank’s laid down policies
and procedures as it relates to the processing of customer transactions.
Business
Acumen – The ability to analyse business financial performance as well as
competitor and external factors as it would apply to the people practice
in the organisation.
Financial
Acumen – Knowledge and understanding of costing, budgeting and finance
concepts and the understanding and application of related processes and
procedures.
Risk
Management – Demonstrates knowledge and understanding of risk management
methodologies, tools, governance structures and regulatory requirements
for good management of risk.
Financial
Planning – The ability to determine how a business will finance its
strategic objectives
Strategic
Planning and Reporting – Knowledge and understanding of the process and
thinking required to formulate objectives and priorities, and implement
plans consistent with the long-term interests of the organisation in a
global environment.