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Customer Service Jobs – Team Leader Back Office Operations at Stanbic Bank
Job
Title: Team Leader Back Office Operations
Title: Team Leader Back Office Operations
Organisation: Stanbic Bank
Job
ID: 12286
ID: 12286
About
US:
US:
Stanbic Bank Uganda Limited is a
subsidiary of Stanbic Africa Holdings Limited which is in turn owned by
Standard Bank Group Limited (“the Group”), Africa’s leading banking and
financial services group. The Standard Bank Group is the leading banking group
focused on emerging markets. It is the largest African banking group ranked by
assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda
by assets and market capitalization. It offers a full range of banking services
through two business units; Personal and Business Banking (PBB), and Corporate
and Investment Banking (CIB).
subsidiary of Stanbic Africa Holdings Limited which is in turn owned by
Standard Bank Group Limited (“the Group”), Africa’s leading banking and
financial services group. The Standard Bank Group is the leading banking group
focused on emerging markets. It is the largest African banking group ranked by
assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda
by assets and market capitalization. It offers a full range of banking services
through two business units; Personal and Business Banking (PBB), and Corporate
and Investment Banking (CIB).
Job Summary: The Team Leader
Back Office Operations will support the Bank by overseeing all Back office
operations and ensuring timely assigning, closure of queries, resolution of
queries on alternative channels (email and web-chat) plus confirmations for
account administration instructions while meeting service standards and the
bank’s laid down procedures are followed to mitigate risk.
Back Office Operations will support the Bank by overseeing all Back office
operations and ensuring timely assigning, closure of queries, resolution of
queries on alternative channels (email and web-chat) plus confirmations for
account administration instructions while meeting service standards and the
bank’s laid down procedures are followed to mitigate risk.
Key Duties and Responsibilities:
·
Manage all back office consultants and instruction
validation consultants’ day to day operations to ensure queries are assigned
and closed timely as per agreed service level agreement.
Manage all back office consultants and instruction
validation consultants’ day to day operations to ensure queries are assigned
and closed timely as per agreed service level agreement.
·
Work closely with compliance and Legal departments
to ensure customer instructions are effected while conforming to the law and
consumer protection guidelines to save the bank from reputational risk or loss.
Work closely with compliance and Legal departments
to ensure customer instructions are effected while conforming to the law and
consumer protection guidelines to save the bank from reputational risk or loss.
·
Capture, track and submit as per agreed frequency
identified emerging risks and key risk indicators of the CCC unit.
Capture, track and submit as per agreed frequency
identified emerging risks and key risk indicators of the CCC unit.
·
Work in liaison with branch management and
Operations to timely execute customer instructions within agreed service level
agreements
Work in liaison with branch management and
Operations to timely execute customer instructions within agreed service level
agreements
·
Maintain an updated contact list from the Business
banking segment teams to ensure timely and authentic confirmation of customer
instructions.
Maintain an updated contact list from the Business
banking segment teams to ensure timely and authentic confirmation of customer
instructions.
·
Provide real time support on day to day back office
activities to ensure efficient and satisfactory handling of assignments.
Provide real time support on day to day back office
activities to ensure efficient and satisfactory handling of assignments.
·
Routinely communicate and emphasize new or changes
in processes, procedures and products to ensure the team accurately resolves
customer queries and complaints.
Routinely communicate and emphasize new or changes
in processes, procedures and products to ensure the team accurately resolves
customer queries and complaints.
·
Actively monitor schedule adherence of Back office
staff on the shift to ensure availability of resources to handle assigned
contact channels.
Actively monitor schedule adherence of Back office
staff on the shift to ensure availability of resources to handle assigned
contact channels.
·
Manage performance at individual level to ensure the
targets and expectations are met.
Manage performance at individual level to ensure the
targets and expectations are met.
·
Prepare and submit monthly reports on Back office
performance and submit to the Head Customer Contact Centre for compilation into
the centres report.
Prepare and submit monthly reports on Back office
performance and submit to the Head Customer Contact Centre for compilation into
the centres report.
·
Coach and up skill consultants on identified product
knowledge gaps, work ethics and behavioural aspects to ensure a seamless
service delivery.
Coach and up skill consultants on identified product
knowledge gaps, work ethics and behavioural aspects to ensure a seamless
service delivery.
·
Acquire and maintain knowledge on bank products and
the use of applications to aid in coaching, supporting and performance
management process.
Acquire and maintain knowledge on bank products and
the use of applications to aid in coaching, supporting and performance
management process.
Qualifications, Skills and Experience:
·
The ideal candidate for the Stanbic Bank Team Leader
Back Office Operations should hold a University Degree in a relevant field
The ideal candidate for the Stanbic Bank Team Leader
Back Office Operations should hold a University Degree in a relevant field
·
Detailed working knowledge of Customer
Administration, human resources or project management
Detailed working knowledge of Customer
Administration, human resources or project management
·
Knowledge of bank processes and procedures
Knowledge of bank processes and procedures
·
A minimum of three years’ experience in banking or
Call Centre operations
A minimum of three years’ experience in banking or
Call Centre operations
·
Prior experience in supervising, leading and
directing a team in a service unit
Prior experience in supervising, leading and
directing a team in a service unit
·
Past experience in facilitation or driving projects
Past experience in facilitation or driving projects
How
to Apply:
to Apply:
All candidates who wish to join the one
of Africa’s biggest Banking Groups, Standard Bank in the aforementioned
capacity are encouraged to Apply Online by visiting Link below.
of Africa’s biggest Banking Groups, Standard Bank in the aforementioned
capacity are encouraged to Apply Online by visiting Link below.
Deadline:
31st August, 2015
31st August, 2015
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Duty
Station: Kampala, Uganda
Station: Kampala, Uganda