Customer Service Careers – Branch Service Manager at Standard Chartered Bank (Stanchart)

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Organisation: Standard
Chartered Bank (Stanchart)
Duty Station:  Kampala, Uganda
Job ID: 443879 
About Stanchart:
Standard Chartered PLC is a British multinational banking and financial
services company headquartered in Hong Kong, China. It operates a network of
over 1,700 branches and outlets (including subsidiaries, associates and joint
ventures) across more than 70 countries and employs around 87,000 people. It is
a universal bank with operations in consumer, corporate and institutional
banking, and treasury services. Despite its UK base, it does not conduct retail
banking in the UK, and around 90% of its profits come from Africa, United
Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is
the longest established international bank in the country; the first branch was
opened in August 1912. We had 11 branches up to 1972 and retained only one
branch during the turbulence of the 70s. In 1998 we acquired 4 branches of
former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today
has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu.
Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.
Job Summary: The Branch
Service Manager will primarily deliver quality service to customers via
effective floor and traffic management.
Key Duties and Responsibilities:
  • Offer effective, efficient and superior
    service to customers.
  • Oversee and / or recommend workflow
    changes for greater efficiency.
  • Ensure that all customer queries and
    complaints are responded to within defined TAT.
  • Responsible for the preparation of Service
    Quality reports.
  • Ensure all front office desks are manned
    at all times.
  • Responsible for Queue Management.
  • Provide a one stop shop service in a
    consistent, professional manner by embracing all the branch values of
    being Courageous, Responsive, International, Creative and Trustworthy.
  • Improve and maintain the Bank’s No 1
    position in quality service.
  • Deliver the agreed sales volumes.
  • Maintain minimum standard of cleanliness
    and neatness in banking hall.
  • Highlight operational issues.
  • Record all customer complaints in a
    jotter/LMS.
  • Resolve exceptional investigations and
    liase with other functions to ensure issues are resolved.
  • Service recovery- turn an unhappy customer
    into a satisfied customer with professional and empathetic service.
  • Manage service staff, coach and train new
    recruits.
  • Ensure service staff are equipped with
    knowledge and products and service, achieve grooming standards and are
    friendly and responsive and providing personalized services to customers.
Ensure compliance with:
  • “Guidelines and procedures on “customer
    due diligence “for account opening and “guidelines and procedures on
    cross-border account opening referral” issued by group business and
    operations risk.
  • Guidelines for the submission of
    suspicious transactions reports” issued by head of legal &
    compliance/country money laundering prevention officer.
  • Controls and procedures on “customer due
    diligence ‘’introduced to addressed money laundering prevention and
    compliance risk.
Qualifications, Skills and
Experience: 
  • The ideal Stanchart Bank employee should
    hold a university degree.
  • Five or more years’ service experience in
    a multi-national organisation
  • A sound knowledge / experience in
    principles and practices of banking.
  • Excellent skills in communication,
    interpersonal relationship, decision-making and selling.
  • Computer literacy skills.
NB: 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:
If interested in working with Standard Chartered Bank in the above
portfolio, Please send us visit Web link below and review requirements and
thereafter express your interest by Clicking Apply Now
Visit Jobs Page: Click
Here

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