Standard Chartered Bank - Nigeria - Head, WB Client Services Group

Head, WB Client Services Group

Standard Chartered Bank - Nigeria

Job Description

Job Description

To manage the day-to-day service delivery of the WB Client Services Group (CSG) in-country team, including responsibility for overall service quality, process efficiency and improvement, managing risk, people and projects within the CSG.
• Responsible for ensuring high quality customer service in CSG, serving as primary contact point for all OCC clients, Business and segment Heads, Relationship Managers for advice, resolution of transactional enquiries, complaints, service improvement and industry surveys etc.
• Lead Service Reviews meetings with key clients ensuring participation and engagement of business /Segment heads and Senior RMs.
• Deploy and manage a WB client service model that is aligned to client value proposition
• Manage the resources within CSG to meet and exceed service standards
• Responsible for driving Outserve and CIWWW (Continuously improve the way we work) agenda in-country and ensuring senior management engagement and ownership of service issues/opportunities
• Drive Service Quality Management activities - Industry surveys, Internal and External VoC, complaints, metrics, service culture, call quality, root cause analysis and service recovery.
• Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor and regularly review the procedures and controls to ensure they reflect changes in process, products, policies and regulations
• Manage adherence to policies including escalation and compliance requirements.
• Review & monitor workflow for efficiencies in time, costs and service levels
• Plan and implement service improvement initiatives based on metrics, complaints and VoC
• Plan and control staffing, deployment, training, appraisals, etc staff matters
• Build and maintain a supportive organisation climate of continuous guidance, coaching and motivation to team members; up-skilling through on-the-job training and setting/stretching targets and objectives; and through service audits and the reward and recognition system.

Key Roles & Responsibilities


Delivery & Efficiency
• Primary point of contact for external OCC clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors
• Ensure the provision of the highest standard of customer service in response to customer enquiries and complaints, so as to create improved, lasting relationships with our clients
• Responsible for client satisfaction with service arrangements and delivery
• Manage the resources within CSG to meet and exceed service standards
• Monitor the performance of Hub processing centre in accordance with the agreed service standards on a regular basis
• Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling
• Work with internal stakeholders for service requirements, enquiries, and instructions.
• Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels.
Service Management
• Drive Client Experience and partnership Forum agendas in-country and ensure senior management engagement and ownership of service issues / opportunities
• Participate actively in the Client Experience Forum and ensure service trends are addressed.
• Ensure Outserve activities and a holistic service quality management process that includes service reviews, VOC analysis , call quality assessment, call data (enquiries, complaints, feedback) analysis, errors, complaints and other service failures, metrics and service culture
• Prepare, analyse and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc.
• Lead Service Reviews meetings with key clients. Review service performance with the customers and generate ways to continuously improve service level standards.
• Leverage on the VOC process to understand clients' needs and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage.
• Ensure an effective service recovery process which includes complaint logging and handling is in place and appropriate empowerment is given to staff to act quickly when necessary
• On a selective basis, accompany Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues.
Risk & Control
• Ensure client identification is adhered to where required by all staff and the necessary step is incorporated into the relevant process flows
• Ensure all activities are well documented through process flows with process timings.
• Ensure all process risk steps are performed by the team and KCSA requirements are observed.
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner
• Analyse risk data and risk reports. Where necessary, mitigate and/or escalate to appropriate parties
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.



People Management
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
• Plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in client service team.
Projects & Managerial Responsibilities
• Assist in the launching and implementation of new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.
• Plan and implement service improvement initiatives in client service centre based on metrics, complaints and VoC. Transfer best practice to other client service centres.
• Make proactive calls on Platinum and Gold clients to improve the utilisation level of facilities, increase transaction volume, and to identify opportunities for channels and referrals for the business.
Skills/Behaviour Standards
• Maintain a professional SCB image through all interactions with customers
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.

Qualifications & Skills


For Grading Purposes
- Experience/Knowledge Required
• Organised and detail orientated
• Strategic and result-driven
• Computer literate with the ability to learn customer service software applications
• Effective interpersonal and communication skills
• Good questioning skills
• Good analytical and problem solving skills
• Able to recognize basic styles of customer behaviour and how to adapt each style to create positive 'chemistry'
• Able to identify and manage both transactional and operational risks
• Ability to work under pressure
• Intermediate level product/processes knowledge
• Sound WB banking operations experience including channels an advantage
• Good leadership skills
- Profile • A genuine liking for people
• Enjoy working for and serving others
• Loves to solve problems
• Ability to feel comfortable amongst strangers
• A good listener
• Make themselves understood when communicating with all kinds of people
• Pleasant disposition and able to control feelings that may create conflict
• Sensitivity towards people and ability to show compassion or empathy
• High self-esteem and confidence level
• Track record of competence
• Proactive rather than reactive
• A sense of belonging to a group of people or place
• A general sense of trusting others
• Strong social need
-Complexity/Judgment • Able to provide professional advice on WB products and services
• Able to analyse the clients' perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement
• Able to apply questioning skills for in-depth analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
- Freedom of Decision Making • Type of differentiated services that suits the client based on structured analytical process
• Non-financial / financial compensation for service recovery purposes

Diversity & Inclusion


Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

Additional Information

Posted:March 9, 2012

Type:Full-time

Experience:Not Applicable

Functions:Information Technology 

Industries:Banking 

Employer Job ID:324274

Job ID:2681063

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