Stanbic Bank Uganda Limited Jobs Vacancies- Personal Banking Career

Stanbic Bank Uganda Limited

Exciting career opportunity in personal and business banking
Stanbic is seeking to recruit a dynamic and inspired individual to fill the following vacancy in Personal Banking.

Job Title: Manager, Country Service (SBG 12)

main purpose of the Job

This is a support function role to Personal Banking, Business Banking and Wealth, which includes a direct line responsibility with respect to the Customer Care Centre (General and Credit Card).
Key purpose is to "energise, motivate and convince all PBB employees of the need for excellent customer service as defined in the Service Standards".
The other purposes of the job include: To define, implement and support service strategies aligned to PBB objectives and local market expectations. To translate the strategic plan into appropriate service initiatives for the bank, while managing risk/cost elements. Establish, monitor and track query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, and levels of authority, cost control (budget) as well as management of the service support team. Maintain a high level of integrity and ethical standards.
Key responsibilities
• Resolve Customer complaints queries within laid-down time frames to the satisfaction of the customer.
• Reduce numbers of recurring queries of similar nature due to effective root cause analyses and the auctioning thereof in terms of standards.
• Anticipate and deliver customer needs through provision of appropriate products and services via the most suitable channel.
• Migrate customers to appropriate or cost-effective channels periodically
• Drive efficient, customer-orientated switchboard and telephone procedures.
• Develop/implement/improve efficient complaint resolution processes.
• Drive the awareness, usage and application of complaints resolution processes.
• Increase logging of complaints/quality of information/resolution and turnaround time with in branches and suites.
• Initiate root cause analysis of complaints and take corrective actions.
• Enhance application of Service Standards and "best practice".
• Increase understanding and utilisation of MIS (complaints and service).
• Facilitate implementation of service training curriculums and Ether enablement tools such as easy aides/guides etc.
• Portray Service Standards in induction, staff policies, training, reward and recognition, KRAs etc
• Take appropriate disciplinary action for non-compliance to service standards
• • Implement appropriate service measurements.
• Analyze, interpret and action complaints reports at country level.
• Meet the information needs of EXCO and BU management by preparing reports, analyzing and interpreting the resulting making recommendations where appropriate.
• Promote the usage of service MIS for improvement purposes.

Key Performance Measures
• Comprehensive and efficient Country query and complaint .resolution and escalation process.
• Customer queuing times within limits as a result of efficient service (Teller transactions and Speeds).
• Turn-around times for customer problem resolution, account maintenance, ATM cards issuing etc. in terms of standards.
• Satisfied and well-informed customers as measured by Customer Evaluation of Bank Service (CEBS)
• and Customer Satisfaction Survey (CUSSATS) ratings.


Job requirement

Knowledge, Experience and Personal Competencies
Knowledge
• Thorough knowledge and understanding of local target
• market profiles.
• Thorough knowledge of the products and services applicable to the local market/s.
• Knowledge of Managing Local Market Service principles.
• Sound knowledge of bank's laid-down policies and procedures relating to all areas under control.
• Knowledge and understanding of the area sales and service strategies.
Experience
• 3 years experience in any service delivery field.
• People management experience.
Personal competencies
• Good verbal communication skills particularly ability to convey factual information clearly.
• Ability to listen and probe effectively to determine customers' real needs.

• Resilient and assertive - able to retain optimism despite setbacks and not take criticism personally.
• Methodical, accurate, pays attention to detail.
• Results-orientated, adheres to turn-around times/ deadlines.
• Customer service-orientated, diplomatic, tolerant and helpful to others.
• Able to maintain relationships even when communicating disagreeable information to customers.
• Team player - approachable, ability to share with others.
• Self-motivated and energetic.


How to apply

If you believe you have the required qualifications and experience, please send your application and detailed CV including present position, names and copies of professional/academic certificates and daytime telephone contact to:
Head of Human Resources
6th Floor, Crested Towers, Short Tower.
Stanblc Bank Uganda Limited
P.O. Box 7131, Kampala or
Send by email to Luyombos@stanbic.com
Please note:
Closing Date: 19 May 2011 Submit the following only;
1. A cover letter and CV not exceeding four pages
2. University transcript, A and 0 Level Certificates
Your attachments should not exceed 2MB Only short-listed candidates will be contacted.