At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.
We are recruiting for the following vacant job positions:
Job Title: Customer Relationship Officer
Job ID: 373110
Job Function: Consumer Banking
Location: Lagos
Job Description
To acquire, deepen and grow Priority Banking customer relationships through effective relationship management . Focusing especially on the analysis and satisfaction of Priority customers personal finance and investment needs.
Qualifications & Skills
- Strong Banking and Financial Institutions sales experience.
- University graduate with strong academic credentials
- Team player who shows initiative and assertiveness
- Sales driven
- Strong customer service orientation
- Sound knowledge of banking products and services, banking procedures, local laws and regulations
- Excellent financial market knowledge and competitive awareness
- Strong interpersonal and communications skills
- Achieve branch overall profitability target
- Actively grow the Priority & International Banking segment through New to Bank customer acquistion
- Implement and execute regular sales activities to generate business for the segment
- Grow product holdings per customer
- Grow the number of customers signed on to alternate channels
- Resolve customer complaints within the expected time frame
- NIL fraud
- Dormant account reactivation
- Improve the branch and segment NPS scores
- Increase customer satisfaction and service quality as per established standards
- Lead generation through organised sales presentations to groups and organisations
- Solicit referals from other parts of the group as well as busines referals to other business units
- Maintain excellent customer experience and grow customer loyalty
- Portfolio growth
- Consistently adhere to local and international regulatory standards
Job ID: 372246
Job Description
- To act as back up to the Head of CB Business finance
- Ensure the monthly financial performance report is accurate and complete
- Produce a detailed profitability review of existing products and new products
- Actively review and implement strategies to ensure value for money and a lean cost base
- Ensure the necessary Financial Control disciplines are kept within the CB Business
- Provide financial input into the PPD review process
- Collate and consolidate the CB business budget
- Collate the CB monthly forecasts in conjunction with VC GMs
- Provide financial input into the drafting of PAR within the CB business
- Provide the operational and competitive trends likely to affect the business operations, including performance gaps and suggested remedial action
1.) Business Analytics
- Collect and present relevant financial data to help in the formulation of the strategy of the businesses.
- Partner business in establishing a low, and value for money cost base
- Assist business in analysing variance reports and variations from stated strategies
- Assist business to undertake the financial analysis of the Business monthly financial performance
- Undertake regular financial analysis of new and existing products within each of the Business Value Centres highlighting the impact on business performance and the risks of such products
- To ensure CB monthly reporting is timely and accurate at both product and Value centre levels. This includes the consistent application of the Funds Transfer Pricing and Cost Allocation methodologies
- Ensure all CB revenue and costs have been factored into the monthly management reports
- Provide back-up details of CB revenue and costs as required
- Budgeting and Planning
- Project Management
- Assist in the evaluation of projects (through post implementation reviews) which are specific to the CB Value Centres in accordance with Group and local guidelines.
- Provide financial inputs into the preparation of PARs
- Operational Risk
- Act as the Responsible Person for WB business Finance
- Ensure that the planned actions to correct the observed control gaps and exceptions are promptly undertaken.
- Provide financial inputs and collate the formulation of the Business operating plans/budget
- Financial Control
- Undertake regular checks to ensure that the financial control policy is consistently applied in CB
- Track all the CB value centre costs and commitments to ensure they are in line with the agreed strategy and business plans
- Others
- Undertake ad hoc projects and assignments as agreed with Line Manager.
- MBA in Business, or Accounting or Professional Qualification – CIMA, CPA, ACCA or its equivalent
- 4 – 6 years banking experience is required.
- Strong analytical skills and an eye for detail
- Good communication and interpersonal skills
- High level of computer literacy and understanding of business computing environments
- Knowledge of the Banking practice and Products
- Strong knowledge in Management Accounting principles
- Team builder
Job ID: 373817
Job Function: Consumer Banking
Location: Nigeria - SCB
Full/Part Time: Full time
| Job-Description | |
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Directly Reports to the Branch Manager
Indirectly Reports to the Head, Preferred and Personal Banking Direct Report is the Service Support Officer. Job Purpose 1.) Managing the customer service function to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and improvement in operational efficiency. 2.) To acquire , grow and deepen customer relationships in the Wealth segment and SME segment through excellent service delivery, with special focus on the analysis of their personal , financial as well as investment needs and objectives |
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Key Roles & Responsibilities |
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SERVICE QUALITY
•In consultation with GM Retail Products, determine monthly plans and implement sales and service process to achieve committed targets for incremental business from existing wealth customers. •Provide truly professional customer service to achieve a high level of customer satisfaction and retention by : -consistently adhering to local and international service standards -Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner. -Provide a high level of professionalism in conducting financial analysis and profiling with customers. -Recommending improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency. •In liaison with the Branch Manager, plan and manage staff administrative issues for direct reports e.g -Organize work flow and staff leave -Staff coaching and training where needed for improve performance. -Job rotation •Supervise day to day operational activities in the front office. •Ensure all positions are manned •Carry out responsibilities as may be assigned from time to time. •Ensure ongoing self development -Motivate oneself to improve on personal skills especially in relationship management, financial planning and analysis, investment counseling and recommending training in appropriate aspects. -Upgrade oneself in knowledge and new developments in banking, financial and investment products and services and ensure that certification and licensing requirements for the job are obtained as quickly as possible. ACQUISITION & PORTFOLIO MANAGEMENT •Attend to customer sales/enquiries •Evaluate customer needs and provide advice as to products required •Cross sell bank’s products to current/potential customers •Carry out effective sales and Relationship management through direct sales and referrals •Grow and manage customer base in the Personal /SME Portfolio segment •Complaint handling and resolution •Card/Cheque book custodian •Card/Cheque book activation OPERATIONAL RISK MGT AND CONTROL •Ensure money laundering requirement as follows: -Take all reasonable steps to verify and identify our customers e.g. completing Know Your Customer checklist for all customers -Retain adequate records of identification, account opening and transactions -Raise awareness of money laundering prevention by training all staff -Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts 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”. - Ensure your staff is well trained in combating money laundering. •Monitoring of Branch registers to ensure compliance with standards. •Ensure reduced / minimal operational irregularities. •Monitoring of vault cash limit •Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved. •Analysis and reporting of management statistics RISK MANAGEMENT & COMPLIANCE Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC. Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer. Ensure full awareness of all policies relating to operational risk, sales processes, mis-selling, etc and comply with the same. Read, understand and comply with all provisions of the Group Code of Conduct. KYC / money laundering •Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts 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”. |
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Qualifications & Skills |
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• First degree in any discipline (minimum
of Second Class Lower division). Relevant professional qualifications
are added advantage
• At least 3 years experience in Consumer Financial Services. • Thorough knowledge of the Bank’s products, services and delivery channels available to Customers. • Thorough knowledge of the Bank’s Procedure and Policies. • Excellent Sales and Customer Relationship skills. • A self-driven individual with good motivational skills. • Effective writing and presentation skills in English. • Ability to plan daily/periodic operations • Strong customer service orientation. • Strong interpersonal and communication skills • Sales-Driven, Energy and drive. • Sound knowledge of administrative procedures. In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required. |
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Diversity & Inclusion |
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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. |
How to Apply
Interested and qualified candidates should:
Click here to apply online
Note: When the page opens, at the Location drop-down, select Nigeria - SCB and select Last Week from the posted drop-down list then click Search.
Application Deadline 18th March, 2013
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