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TL, Client Centre Service (Retail Banking / Frontline Sales and Service / Customer Service / J2161) - (1800016802)

Standard Chartered Bank Zambia Plc We are currently looking for a Priority Banking Service Team Leader to carry out the following responsibilities:

Responsibilities:

  • Complete oversight of the Priority Banking Service Team
  • Responsible for achieving set NPS target for Priority Banking
  • Monitor customer satisfaction survey ratings, net promoter score any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
  • Gather/prepare statistics for service quality and productivity indicators
  • Ensure high level of customer service and manage difficult customer situations with minimal escalations

Card management:

  • Application through to distribution
  • Responsible for look and feel of the priority centres
  • Continuous process engineering to create efficiencies and quicker TAT for PB operations
  • Maintenance and execution of Priority Banking proposition and CVP across network
  • Roll out of Client communication
  • Continuous tracking of the client Journey
  • Manage the look and feel for priority banking centres
  • Managing client complaints
  • Acquiring from individual client referrals
  • Supporting the client on any client-initiated needs
  • Delivering on transactions, service requests, mobile/ online training
  • Updating KYC
  • Migrating to Priority Banking
  • Managing Client’s credit situation
  • Migrating newly Affluent

Prescribed Responsibilities

  • ETB servicing
  • Handle high-value clients’ service issues and complex needs for store walk-in Priority Clients
  • Provide administrative support to Priority Bankers to deal with ongoing client service issues, on boarding of new clients/products, and ongoing monitoring processes
  • Serve complex service needs of Priority Clients walking into the branch / Centre
  • Educate and steer client for interactions with the bank via digital channels
  • Any additional service focused mandates to be discussed separately
  • Ensure high level of customer service and manage difficult customer situations.
  • Ensure resolution of all complaints received for the team.
  • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
  • Interface with middle or back office teams to complete service requests
  • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
  • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
  • Responsible for general reconciliation and control activities
  • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
  • Gather/prepare statistics for service quality and productivity indicators
  • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
  • Find ways to improve operational efficiency and control costs to meet cost budgets
  • Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs
  • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
  • Contribute to branch performance through referrals, efficient customer service, effective operations controls
  • She/he is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
  • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
  • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
  • Responsible for general reconciliation and control activities
  • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
  • Gather/prepare statistics for service quality and productivity indicators
  • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
  • Find ways to improve operational efficiency and control costs to meet cost budgets

Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs

Motivation:

  • Confidence, Intensity, Competitor

Influence:

  • Directive, Courage, Assertiveness

Work Style:

  • Dependability, Organiser, Focus

Relationship:

  • Enthusiasm, Interpersonal, Rapport, Listener, Connecting, Communicator, Service

Thought Process:

  • Business thinking, Mastery, Problem Solver
  • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service

Other Responsibilities

  • Assist Priority Bankers with any administrative support for updating KYC, monitoring and managing client’s credit situation, migrating clients in and out of Priority.
  • Activities (role in client journey)
  • Fulfillment (remote & in person)
  • Assist Priority Banking clients with fulfillment of sales, including all necessary documentation and paperwork.
  • Activation (remote & in person)
  • Assist Priority Bankers with activation efforts i.e., scheduling time for conversation with client, preparing material for discussion
  • Educate and conduct initial set up for online, ATMs, Client Centre, and Store
  • Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention.
  • He/she must ensure compliance with these policies and procedures on an ongoing basis.
  • Any suspicious transaction must immediately be reported to the supervising officer.
  • Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
  • Other administrative support tasks(remote & in person)
  • Assist Priority Bankers with any administrative support for updating KYC, monitoring and managing client’s credit situation, migrating clients in and out of Priority.

Processes

  • Understand and comply with applicable laws and regulations, the Groups policies, procedures and the Group Code of Conduct.
  • Effectively identify, escalate, mitigate and resolve risk and compliance matters.
  • Contribute to a culture in which all stakeholders feel safe to raise concerns and where risk and compliance matters are addressed and misconduct appropriately dealt with.

How to Apply

Submit your CV and Application on Company Website:

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Standard Chartered Bank Zambia Plc
Standard Chartered Bank Zambia Plc
Lusaka
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Currently, Standard Chartered Bank Zambia has a total of 25 outlets across the country and 47 automated teller machines (ATMs), with four being electronic banking centres. The bank has a presence in six of Zambia's ten provinces with branches in the Copperbelt, Lusaka, Northern, North Western, Southern and Western provinces. Standard Chartered Bank Zambia offers a wide array of services that encompass personal and business banking, corporate finance, investment, loans and personal life insurance.
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