Topic: Standard Chartered Bank Jobs - Customer Service Manager

Standard Chartered Bank - Nigeria - SCB (Nigeria)




Job Description
Service quality & Sales effectiveness
-Management of Service Delivery - Review of staff output to ensure adherence to specified service standards.
-Manage/recommend workflow changes for greater efficiency.
-Supervise day to day operational activities in the front office.
-Provide leadership and direction to the sales efforts of the branch and ensure that periodic targets on liabilities, revenues and related KPIs are achieved.
-Carry out responsibilities as may be assigned from time to time.
Operational Risk Management and Control.
-Raise awareness of money laundering prevention by training staff.
-Monitoring of vault cash limit
-Analysing and reporting of management statistics.


Key Roles & Responsibilities


The role holder leads and motivates the staff within the branch in driving strategic initiatives to meet revenue goals by consistently delivering exceptional customer experience, maximizing new business opportunities in the catchment and deepening existing relationships with customer segments.


The role entails the creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction, efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory requirements.


The incumbent has overall accountability for people management in the branch and must drive behaviors to enable optimal service quality to customers. In line with this, the role holder will groom and develop talents for building bench strengths.





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