Department:SQM - CCU
Grade:Band 9
Reports To:Manager;
Location: Chennai
To ensure that all letters received from customers are duly responded. Assisting the Manager in ensuring efficient and consistent delivery of customer needs and to take care of all interactions with customers received in the Units.
Key Roles & Responsibilities
Enter roles and responsibilities
Responses are sent to customers within standards laid down for the unit – this would involve liaison with other units and departments.
Supervise the Officers of their Team to ensure consistent delivery all Service indicators.
Handle customer complaints and queries when escalated.
Monitor performance against standards for the customer care unit
Manage, motivate and train staff and ensure the team’s performance is optimized.
Work with the Unit manager to review staffing requirements to match the workflow requirements.
Ensure that the unit complies with risk and compliance procedures and processes.
Ensuring that the controls vide the KCS /KRI reports are followed thereby leading to nil exceptions.
Qualifications & Skills
Enter qualifications and skills
2-3 years of Credit cards experience with a majority of the time in Service.
Extensive knowledge of credit cards and basic working knowledge of Ms Office & process management
Strong “people’ Skills.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Closing Dates
The closing date for applications is17/01/2013. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
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.
Showing posts with label Banking Jobs. Show all posts
Showing posts with label Banking Jobs. Show all posts
Sunday, January 13, 2013
General Manager - SME Banking Standard Chartered Bank - Bangladesh
1.To manage the SME Banking business segment to achieve the revenue, profit and cost targets agreed in the annual budget
2.To achieve a balanced growth of the business:
•Grow deposit base to maximize revenues and fund SME Banking asset growth
•Build an asset portfolio which contributes to SME Banking and SCB profits at satisfactory risk : reward ratios
Key Roles & Responsibilities
1.Devise and implement business strategy for SME Banking.
2.Determine customer, business, revenue and profit targets for SME Banking.
3.Identify market trend and target customers’ needs in order to review and recommend product / services offerings.
4.Ensure appropriate marketing campaigns / initiatives are launched to enhance sales effort on portfolio basis.
5.Determine sales distribution strategy and manage implementation.
6.The job holder is authorized to take decisions on fees, charges and products features
7.Agree on sales focus and allocation of sales target to other sales channels of CB.
8.Ensure effective and efficient operations without sacrifice on control and service quality.
9.Liaise with various delivery channels and operational areas to ensure quality services to SME Banking customers.
10.Periodically review Credit Policy to ensure consistency with SME Banking business strategy and risk appetite.
11.Manage financial and key performance indicators, and take corrective actions when necessary.
12.Manage overall SME Banking staff performance to ensure achievement of agreed targets.
13.Ensure appropriate appointment of staff commensurate with competency level required by their jobs and their ongoing development.
14.Ensure that effective arrangements are in place within SME Banking for the prevention of money laundering in line with the Group Policy and Standards, BB guidelines and local legal requirements. In particular, through the designation of a Business MLPO, ensure that the obligations on reporting suspicious activities are met.
15.Raising management standards and control
Embedding a Sales Governance Culture –
•Approve, control and monitor strategy, model mix, scale, costs and risk control
•Ensure adherence to DSR Management and Risk Policy
•Sanction of annual plans and strategic direction
•Annual reviews of plans and self-certification
•Ensure adequate service quality standards are in place
•Ensure standards are in place to minimise mis-selling, customer complaints by channel and DSRs.
Qualifications & Skills
Knowledge & Skills
•Must be a business graduate
•Sound leadership skills and communication skills.
•Thorough knowledge of the local and national economy.
•Sound knowledge of credit policy, credit risk assessment relevant to sales.
•Sound knowledge of SME products, system and operating regulations.
•Sound knowledge of consumer banking products, system and operating regulations.
•Sound experience in managing sales team.
•Strong communication, negotiation and coaching skills.
•Knowledge on different motivational / incentive plans.
•Exposure in sales management.
•Sound analytical skill.
Experience
•Experience in leading a team.
•Experience in handling high profiled customers.
•At least 10 years banking experience.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Closing Dates
The closing date for applications is 24/01/2013. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
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.
2.To achieve a balanced growth of the business:
•Grow deposit base to maximize revenues and fund SME Banking asset growth
•Build an asset portfolio which contributes to SME Banking and SCB profits at satisfactory risk : reward ratios
Key Roles & Responsibilities
1.Devise and implement business strategy for SME Banking.
2.Determine customer, business, revenue and profit targets for SME Banking.
3.Identify market trend and target customers’ needs in order to review and recommend product / services offerings.
4.Ensure appropriate marketing campaigns / initiatives are launched to enhance sales effort on portfolio basis.
5.Determine sales distribution strategy and manage implementation.
6.The job holder is authorized to take decisions on fees, charges and products features
7.Agree on sales focus and allocation of sales target to other sales channels of CB.
8.Ensure effective and efficient operations without sacrifice on control and service quality.
9.Liaise with various delivery channels and operational areas to ensure quality services to SME Banking customers.
10.Periodically review Credit Policy to ensure consistency with SME Banking business strategy and risk appetite.
11.Manage financial and key performance indicators, and take corrective actions when necessary.
12.Manage overall SME Banking staff performance to ensure achievement of agreed targets.
13.Ensure appropriate appointment of staff commensurate with competency level required by their jobs and their ongoing development.
14.Ensure that effective arrangements are in place within SME Banking for the prevention of money laundering in line with the Group Policy and Standards, BB guidelines and local legal requirements. In particular, through the designation of a Business MLPO, ensure that the obligations on reporting suspicious activities are met.
15.Raising management standards and control
Embedding a Sales Governance Culture –
•Approve, control and monitor strategy, model mix, scale, costs and risk control
•Ensure adherence to DSR Management and Risk Policy
•Sanction of annual plans and strategic direction
•Annual reviews of plans and self-certification
•Ensure adequate service quality standards are in place
•Ensure standards are in place to minimise mis-selling, customer complaints by channel and DSRs.
Qualifications & Skills
Knowledge & Skills
•Must be a business graduate
•Sound leadership skills and communication skills.
•Thorough knowledge of the local and national economy.
•Sound knowledge of credit policy, credit risk assessment relevant to sales.
•Sound knowledge of SME products, system and operating regulations.
•Sound knowledge of consumer banking products, system and operating regulations.
•Sound experience in managing sales team.
•Strong communication, negotiation and coaching skills.
•Knowledge on different motivational / incentive plans.
•Exposure in sales management.
•Sound analytical skill.
Experience
•Experience in leading a team.
•Experience in handling high profiled customers.
•At least 10 years banking experience.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
Closing Dates
The closing date for applications is 24/01/2013. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.
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.
Thursday, October 11, 2012
Teller Service Manager Standard Chartered Bank - Tanzania
To manage the customer service function, to ensure the delivery of
quality service to customers, to project a professional and warm image,
and contribute towards continuous improvements and service quality.
To manage Branch cash position and Ensure branch limit s is not breached.
Key Roles & Responsibilities
1.Dual control of the Branch strong-room with Branch Operations Manager/or delegated staff.
2.Perform confirmation of cheques as per the laid down procedures.
3.To manage cash in transit facility
4.Ordering of cash from repatriation to Central Cash Depot.
5.Supervision of all cash operations
6.To manage Branch cash position and Ensure branch limit s is not breached
7.Co-custodian of Reserve stock of Blank Forms
8.Attend to Tellers Branch-power referrals.
9.Queue management.
10.Attend to customer interviews, queries, complaints and correspondence
11.Issue Tellers with cash and limited supply of Bank-cheque.
12.Handle all tellers cash differences in terms of laid down procedures.
13.Reconcile ATM cash against Branch records.
14.Replenish the ATMs (Dual responsibility with ATM teller)
15.Ensure that all ATM are technically in order. Liaise with service line/ IT
16.Monitor Tellers cash holdings during the day to ensure they do not exceed the laid down operating limits and clear surplus cash.
17.Monitor Branch cash holdings daily to ensure they are adequate and maintained within the authorized limit.
18.Custodians of the Branch Key Register
19.Check regularly that cheque deposits accepted are collected regularly and dispatched to CSC.
20.Co-ordinate sorting of cash by Tellers on a daily basis.
21.Coordinate verification of cash collected daily.
22.Dual Custodian of Tellers cash overnight.
23.Authorization of entries into BP Debits and BP Credits in Suspense.
24.Perform other duties delegated by Branch Manager
25.Deliver the banks "wealth partner" value proposition to customers, via the "plan, build and protect" methodology
32.Ensure Compliance with
a)Remain alert to the risk of Money laundering and assist in the Banks’ effort in combating it by adhering to the key principles in relation to: ‘Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers’
b)"Guidelines for the submission of Suspicious Transactions Reports" issued by Head Legal & Compliance/Country Money Laundering Prevention Officer
c)Ensure you adhere to health and safety policies and procedures to insure that you work in a safe environment and do not put the safety of other staff and customers at risk.
-Ensure you remain alert to the risk of money laundering as assist in the banks efforts in combating it by adhering to the key principles in relation to identifying your customer, knowing your customer, reporting suspicious activity, safeguarding records and not disclosing suspicions to customers.
Qualifications & Skills
A” Level however a professional qualification would be advantageous (IOBZ or CIS)
At least 3 years Banking Experience is an advantage
Thorough knowledge of bank products and procedures.
Change driven, ability to adapt and motivate others to accept change.
Effective decision taker to handle a variety of branch problems and issues.
Strong interpersonal, management and leadership skills.
Ability to plan.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
To manage Branch cash position and Ensure branch limit s is not breached.
Key Roles & Responsibilities
1.Dual control of the Branch strong-room with Branch Operations Manager/or delegated staff.
2.Perform confirmation of cheques as per the laid down procedures.
3.To manage cash in transit facility
4.Ordering of cash from repatriation to Central Cash Depot.
5.Supervision of all cash operations
6.To manage Branch cash position and Ensure branch limit s is not breached
7.Co-custodian of Reserve stock of Blank Forms
8.Attend to Tellers Branch-power referrals.
9.Queue management.
10.Attend to customer interviews, queries, complaints and correspondence
11.Issue Tellers with cash and limited supply of Bank-cheque.
12.Handle all tellers cash differences in terms of laid down procedures.
13.Reconcile ATM cash against Branch records.
14.Replenish the ATMs (Dual responsibility with ATM teller)
15.Ensure that all ATM are technically in order. Liaise with service line/ IT
16.Monitor Tellers cash holdings during the day to ensure they do not exceed the laid down operating limits and clear surplus cash.
17.Monitor Branch cash holdings daily to ensure they are adequate and maintained within the authorized limit.
18.Custodians of the Branch Key Register
19.Check regularly that cheque deposits accepted are collected regularly and dispatched to CSC.
20.Co-ordinate sorting of cash by Tellers on a daily basis.
21.Coordinate verification of cash collected daily.
22.Dual Custodian of Tellers cash overnight.
23.Authorization of entries into BP Debits and BP Credits in Suspense.
24.Perform other duties delegated by Branch Manager
25.Deliver the banks "wealth partner" value proposition to customers, via the "plan, build and protect" methodology
32.Ensure Compliance with
a)Remain alert to the risk of Money laundering and assist in the Banks’ effort in combating it by adhering to the key principles in relation to: ‘Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers’
b)"Guidelines for the submission of Suspicious Transactions Reports" issued by Head Legal & Compliance/Country Money Laundering Prevention Officer
c)Ensure you adhere to health and safety policies and procedures to insure that you work in a safe environment and do not put the safety of other staff and customers at risk.
-Ensure you remain alert to the risk of money laundering as assist in the banks efforts in combating it by adhering to the key principles in relation to identifying your customer, knowing your customer, reporting suspicious activity, safeguarding records and not disclosing suspicions to customers.
Qualifications & Skills
A” Level however a professional qualification would be advantageous (IOBZ or CIS)
At least 3 years Banking Experience is an advantage
Thorough knowledge of bank products and procedures.
Change driven, ability to adapt and motivate others to accept change.
Effective decision taker to handle a variety of branch problems and issues.
Strong interpersonal, management and leadership skills.
Ability to plan.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
Recovery Officer Standard Chartered Bank - Tanzania
To manage and control all matters relating to delinquent accounts in the
x – 149DPD delinquency buckets for Unsecured Personal Instalment Loans
(UPIL) by constantly reviewing collection procedures and ensuring early
recovery actions are taken to maximise prospects of full recovery and
execute the collection strategy under direction of the Collections
Manager.
To manage and control all matters relating to Recovery of Charged-off accounts in Unsecured Personal Instalment Loans (UPIL) and SME by constantly reviewing collection procedures and ensuring early recovery actions are taken to maximise prospects of full recovery and execute the collection strategy under direction of the Collections Manager.
The role also has responsibility for tele-verification of customer prior to extension of Credit.
Key Roles & Responsibilities
•Manages the day -to-day collections of UPIL to ensure losses are minimised and recoveries maximised by the effective implementation of collections strategy under direction of a Collections Manager.
•Contributes towards the review of processes within Collections of UPIL to identify risk and opportunities to streamline operations, improve service and minimise losses.
•Contributes towards highlighting and analyzing Credit failures to identify ways of improving the Credit approval process for UPIL accounts.
•Contributes towards maintenance and analysis of MIS statistical information relating to performance of the accounts and escalates trends for input to Product Development Process.
•Legal, regulatory, economic and compliance including the following;
-Ensure compliance with the Group’s standard and regulatory requirements pertaining to money laundering and CDD
-Participate in and/or support the Bank’s effort to combat money laundering
-Exercise due care and diligence on matters related to Money laundering and CDD in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superiors and subordinates.
Qualifications & Skills
•Graduate with 2 years experience in Credit preferably Debt recovery.
•Credit skills
•Good negotiation and communication skills.
•Understands market trends and can interpret impact on the CB portfolio
•Full knowledge of Consumer Bank Products and those of the competitors
•Good Computer skills with knowledge of Credit MIS
•Strong analytical skills and attention to detail
•Basic Project management skills
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
To manage and control all matters relating to Recovery of Charged-off accounts in Unsecured Personal Instalment Loans (UPIL) and SME by constantly reviewing collection procedures and ensuring early recovery actions are taken to maximise prospects of full recovery and execute the collection strategy under direction of the Collections Manager.
The role also has responsibility for tele-verification of customer prior to extension of Credit.
Key Roles & Responsibilities
•Manages the day -to-day collections of UPIL to ensure losses are minimised and recoveries maximised by the effective implementation of collections strategy under direction of a Collections Manager.
•Contributes towards the review of processes within Collections of UPIL to identify risk and opportunities to streamline operations, improve service and minimise losses.
•Contributes towards highlighting and analyzing Credit failures to identify ways of improving the Credit approval process for UPIL accounts.
•Contributes towards maintenance and analysis of MIS statistical information relating to performance of the accounts and escalates trends for input to Product Development Process.
•Legal, regulatory, economic and compliance including the following;
-Ensure compliance with the Group’s standard and regulatory requirements pertaining to money laundering and CDD
-Participate in and/or support the Bank’s effort to combat money laundering
-Exercise due care and diligence on matters related to Money laundering and CDD in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superiors and subordinates.
Qualifications & Skills
•Graduate with 2 years experience in Credit preferably Debt recovery.
•Credit skills
•Good negotiation and communication skills.
•Understands market trends and can interpret impact on the CB portfolio
•Full knowledge of Consumer Bank Products and those of the competitors
•Good Computer skills with knowledge of Credit MIS
•Strong analytical skills and attention to detail
•Basic Project management skills
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
Service Quality Manager Standard Chartered Bank - Tanzania
Championing the Voice of Customer(VOC) initiatives, develop
interventions to improve service Quality and drive a Strong service
culture and hence improve sales and retention.
Key Roles & Responsibilities
1. Be the Customer Charter Champion –
Working closely with HR and Distribution to drive the Customer Charter launch to frontline
Generates internal understanding and alignment of the Charter, use the Charter as a platform to standardize and align our existing business metrics
Tracking of the Customer Charter key metrics
Action plan tracking and coordination with segment and products to deliver customer charter improvements for 2011.
2. Be the (TCF)Treating Customers Fairly Champion
Clear objective to drive the Bank’s culture to behave fairly when dealing with customers;
Drive culture – TCF messages, training and frontline understanding for implementation
TCF initiatives & TCF MI reporting - Monthly MI submitted and analysis of our TCF customer risks highlighted for VOC actions
3.Drive Net Promoter Score Improvement and action plans
Ensure research projects are tracked to schedule.
Ensure the data exchange is done as per the agreed terms and conditions. Ensure proper MIS is maintained of the data shared with the outsourced agency and internally in the SCB. Timely submission of VOC reports and MIS.
Use of VOC sources (Probe, CSS, Complaints) to identify key issues overall, by country and product/process (focus on incidence/impact)
Synthesize these findings and communicate to stakeholders in value streams and support areas including Technology +Operations , HR and Marketing for action.
Track key program actions to deliver solutions to systemic issues impacting customer satisfaction.
Track and report progress of improvement activities to stakeholders including CB Manco.
Coordinate annual Market Probe country plans - Top 3 fixes for products and channels.
4.VOC Forum Service Actions & Review - Joint ownership of VOC actions
Lead in tracking & analysis of VOC solicited from CSS, Market Probe & complaints, providing an integrated insight on CB performance service and recommendations derived from VOC surveys.
Country VOC forum conducted monthly. VOC Forum agenda to cover
TCF Key Customer Risks
Market Probe Review of action plans & CSS Monthly Review
Complaint Analysis & Root Causes
High Priority Complaints and resolutions
Forward Alert Agenda
Provide decisions on the matter of review of procedures and key controls.
Follow-up action champion arising from non-conformance with Service Standards.
5.Complaints Management - Lead in development and establishment of service standards on 8 key complaint metrics and reach targets
•Ensure complaint targets met for the country
•Ensure monthly regular reporting of complaints
•Streamline procedures for implementation / review of service benchmarks.
•Continuously review and improve operating procedures with the objective of achieving “best in class” productivity and efficiency standards across the Group as well as competition.
•Root cause elimination of complaints to prevent recurrence
•Ensure a substantial decline in customer complaint incidence.
6.Driving A Service Culture and Global Best Practices
Implement global practices and policies within country
Be part of global projects to enhance process standardization
Ensure service standards are in line with competitive benchmarks. Monitor performance against standards and provide feedback to the Senior Management. To ensure through appropriate designed audits and checks, the continual adherence to agreed service standards.
Produce required MIS reports on incidence levels, areas of concerns for each Product/ unit/department. All MIS/Reports to be as per Group requirements and presented timely
Create service delighters and internal customer recognition programs
Create Strong accountability and end to end ownership of complaints
Implement service audits and service penalties to drive accountability of complaint resolution.
KEY VOC AND SERVICE METRICS
1.Customer Charter – Overall and segment specific proofpoint targets
2.TCF Key MI and metrics
3.NPS Score and targets
4.Complaint Metrics
Complaints/000, Complaints/Day
Inappropriate Sales
FTR
FCR
TAT
Unresolved Complaints
OHS
.
KEY RELATIONSHIPS
Synthesizing the VOC for action by the business
Segment Marketing Roles
Value Stream Heads
Country Marketing
Country Service Quality
Project Managers
CB Manco through VOC Forum
Market Research
Qualifications & Skills
Post-graduate qualifications in Business/ Marketing desirable.
10 - 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.
Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management.
Working Experience across Product, Research and analytics
Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.
Project management skills to conceptualise, test, implement and deliver.
High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong “people” skills.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information to hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
Key Roles & Responsibilities
1. Be the Customer Charter Champion –
Working closely with HR and Distribution to drive the Customer Charter launch to frontline
Generates internal understanding and alignment of the Charter, use the Charter as a platform to standardize and align our existing business metrics
Tracking of the Customer Charter key metrics
Action plan tracking and coordination with segment and products to deliver customer charter improvements for 2011.
2. Be the (TCF)Treating Customers Fairly Champion
Clear objective to drive the Bank’s culture to behave fairly when dealing with customers;
Drive culture – TCF messages, training and frontline understanding for implementation
TCF initiatives & TCF MI reporting - Monthly MI submitted and analysis of our TCF customer risks highlighted for VOC actions
3.Drive Net Promoter Score Improvement and action plans
Ensure research projects are tracked to schedule.
Ensure the data exchange is done as per the agreed terms and conditions. Ensure proper MIS is maintained of the data shared with the outsourced agency and internally in the SCB. Timely submission of VOC reports and MIS.
Use of VOC sources (Probe, CSS, Complaints) to identify key issues overall, by country and product/process (focus on incidence/impact)
Synthesize these findings and communicate to stakeholders in value streams and support areas including Technology +Operations , HR and Marketing for action.
Track key program actions to deliver solutions to systemic issues impacting customer satisfaction.
Track and report progress of improvement activities to stakeholders including CB Manco.
Coordinate annual Market Probe country plans - Top 3 fixes for products and channels.
4.VOC Forum Service Actions & Review - Joint ownership of VOC actions
Lead in tracking & analysis of VOC solicited from CSS, Market Probe & complaints, providing an integrated insight on CB performance service and recommendations derived from VOC surveys.
Country VOC forum conducted monthly. VOC Forum agenda to cover
TCF Key Customer Risks
Market Probe Review of action plans & CSS Monthly Review
Complaint Analysis & Root Causes
High Priority Complaints and resolutions
Forward Alert Agenda
Provide decisions on the matter of review of procedures and key controls.
Follow-up action champion arising from non-conformance with Service Standards.
5.Complaints Management - Lead in development and establishment of service standards on 8 key complaint metrics and reach targets
•Ensure complaint targets met for the country
•Ensure monthly regular reporting of complaints
•Streamline procedures for implementation / review of service benchmarks.
•Continuously review and improve operating procedures with the objective of achieving “best in class” productivity and efficiency standards across the Group as well as competition.
•Root cause elimination of complaints to prevent recurrence
•Ensure a substantial decline in customer complaint incidence.
6.Driving A Service Culture and Global Best Practices
Implement global practices and policies within country
Be part of global projects to enhance process standardization
Ensure service standards are in line with competitive benchmarks. Monitor performance against standards and provide feedback to the Senior Management. To ensure through appropriate designed audits and checks, the continual adherence to agreed service standards.
Produce required MIS reports on incidence levels, areas of concerns for each Product/ unit/department. All MIS/Reports to be as per Group requirements and presented timely
Create service delighters and internal customer recognition programs
Create Strong accountability and end to end ownership of complaints
Implement service audits and service penalties to drive accountability of complaint resolution.
KEY VOC AND SERVICE METRICS
1.Customer Charter – Overall and segment specific proofpoint targets
2.TCF Key MI and metrics
3.NPS Score and targets
4.Complaint Metrics
Complaints/000, Complaints/Day
Inappropriate Sales
FTR
FCR
TAT
Unresolved Complaints
OHS
.
KEY RELATIONSHIPS
Synthesizing the VOC for action by the business
Segment Marketing Roles
Value Stream Heads
Country Marketing
Country Service Quality
Project Managers
CB Manco through VOC Forum
Market Research
Qualifications & Skills
Post-graduate qualifications in Business/ Marketing desirable.
10 - 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.
Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management.
Working Experience across Product, Research and analytics
Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.
Project management skills to conceptualise, test, implement and deliver.
High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong “people” skills.
How To Apply
You can search and view current opportunities across our organisation and apply immediately by registering or logging in to our careers website www.standardchartered.com/careers. To help speed up your application, please note the following:
- You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role
- Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
- We will ask you about your education, career history and skills and experience, it may be helpful to have this information to hand when completing your application
It usually takes 15 - 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.
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.
Wednesday, September 19, 2012
Tuesday, August 14, 2012
Head Of Operations, FINCA Zambia
FINCA International, one of the world's leading microfinance institutions, provides financial services to more than 950,000 clients through 21 wholly-owned and operated subsidiaries in Africa, Eurasia, Latin America and the Greater Middle East.
FINCA Zambia is looking for a Head of Operations. The Head of Operations reports to CEO (Chief Executive Officer) fo Zambia and supervises Customer Support Center, Delivery Channels Management, Payments and Reconciliation, Banking Operations.
Role description:
- A member of the Management Board accountable for key decisions made affecting the management of the company ensuring all effort is consistent with the strategic vision and directed in support of the business objectives.
- Responsible for all operations functions that support the full range of client sales and service delivery activities through the branch and delivery channel networks.
- Accountable for the management of the central operations budget.
- Responsible for ensuring all operational processes are regulation compliant, up to date and optimized in terms of human effort and cost to FINCA
Requirements:
Education |
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Work Experience |
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Skills |
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Knowledge |
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Personal attributes |
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