Stanbic IBTC Recruits Officer, Account Maintenance

Stanbic IBTC is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful graduates to help us fulfil our business objectives and build customer loyalty.

We are recruiting for the position of:

Job Title: Officer, Account Maintenance

Key responsibilities

Maintenace of customers’ accounts

• Execution of instructions by customers to provide a high level of customers satisfaction and quality output
• Proactively attending to requests and proffering alternatives that will suit the customer’s needs while working within the control policies of the bank
• Daily capturing of activities on metrics web page

Strategic
Assists to implement and continuously improves the Account Maintenance area in co-ordination with the Team leader, Account Maintenance , with a view of ensuring efficient and effective functioning and high level of service within the Account Maintenance area.

Customer and Business Partner Relationship Management

• Suggests and implements initiativesto improve customer satisfaction ratings
• Engages in the Customer Value Proposition and processing within , Service Level Agreements and benchmark targets to ensure alignment to these requirementsEnsure that assigned tasks are executed promptly.

Cost Management

• Provides cost reduction initiatives and and ensures that budgets for the Account Maintenance area are met.
• Provides suggestions on how throughput can be maximised throughout the Account Maintenance area by noting processes that could be improved applying the principles of Lean manufacturing and Six Sigma.

Resource Utilisation

• Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies.
• Maintain a cooperative supportive working relationship with other team members

Performance

• Implements defined operational performance metrics geared towards meeting country objectives by analysing the existing gaps.
• Collaborates with other areas to ensure that best practices and a standard approach is followed.
• Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
• Provides accurate and timeous reports as required to line manager

Control

• Identifies and assesses the risks facing both systems and business processes thereby providing effective loss and risk management and so minimising the operational risks.
• Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk.
• Check risk implications and in need, refer to Compliance or Operations Control
• Keep abreast with new policies and procedures at all times and educate team members accordingly

Self Development

• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.
• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.

Required Skills

Problem solving

• The job deals with various customers accounts. The job is always pressurising as customers submit various instructions that need to be executed urgently. Some of the instructions carry huge potential risks for the Bank if not executed timeously or correctly
• Some of the instructions from the customers are unreasonable and not in line with the Bank’s procedures. The job holder needs to be able to explain the impracticality to the customer without causing an upset
• The job holder needs to find appropriate solutions, which will meet the needs of business, while still ensuring that risk is kept to a minimum, and internal audit requirements are met
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs to research new ways of doing things, with a view to constantly improving productivity and quality of work produced in the Account Maintenance area

Planning
Conceptual/creative thinking needs to be coupled with strong practical sensibility to ensure that strategies are effectively implemented to optimize the short, medium and long term operational needs and to support the business’s objectives

Decision making

• In providing a responsive service delivery function there is pressure to meet tight deadlines and to satisfy customer requirements in an environment with a wide variety of problems and unexpected challenges which requires the skill to identify, prioritise and resolve issues at the customer interface.
• Requires an innovative individual who can think laterally, who has business vision and who can take an idea and move with it to conclusion.

Experience

• Practical experience in managing accounts
• Carry out assigned taskBuilding and maintaining relationships

Technical competencies

• Risk identification and assessment skills
• Team playing skills

Application Closing Date
17th January, 2013

Method of Appllication
Qualified and Interested Candidates Should
Click Here To Apply Online