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
