Manager, Service, OSS

2 days ago

Lagos, Lagos, Nigeria Stanbic IBTC Bank Full time

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 Position: Manager, Service, OSS

Job Ref ID: A-0001

Job Location: Walter Carrington Crescent, Lagos

Business Segment: Group Functions

Job Type: Full-time

Job Description

  • To resolve escalated customer complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk.
  • To engage customers on their preferred channel of communication.
  • To ensure that complaints are understood and appropriately resolved according to the complaints management and internal dispute resolution processes (for personal and business customers).

Qualifications

  • Type of Qualification: Secondary/High school/A levels/Matric
  • Field of Study: Not applicable

Experience Required:

Client Coverage:

  • Personal and Private Banking
  • 5-7 years of Experience in a customer facing service environment (call centre, branch or OSS).
  • Understands the customer distribution network, service processes, products and systems; Ombudsman terms of reference, legislation and its application.

Additional Information:

Behavioural Competencies:

  • Articulating Information
  • Checking Things
  • Convincing People
  • Developing Expertise
  • Embracing Change
  • Examining Information
  • Following Procedures
  • Generating Ideas
  • Making Decisions
  • Taking Action
  • Team Working
  • Upholding Standards

Technical Competencies:

  • Active Listening
  • Difficult Calls Management
  • Query Resolution
  • Risk Identification
  • Risk Management
  • Telephone Caller Handling
  • Verbal Communication

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