Job Title: Manager Agency Service Support and Training
Organisation: Stanbic Bank
Duty Station: Kampala,
Uganda
Uganda
Job ID: 19496
About 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).
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 Manager
Agency Service Support and Training will be responsible for ensuring high
quality and consistent customer experience across Agency Banking through setting
service standards and monitoring service levels and addressing service lapses
Agency Service Support and Training will be responsible for ensuring high
quality and consistent customer experience across Agency Banking through setting
service standards and monitoring service levels and addressing service lapses
Key Duties and
Responsibilities:
Responsibilities:
Setting Agent service Standards:
·
Set service delivery standards for Agents and
communicate them to Agents
Set service delivery standards for Agents and
communicate them to Agents
·
Ensure proper and complete documentation for all
Agents and subagents
Ensure proper and complete documentation for all
Agents and subagents
·
Manage the evaluation of potential Agents
against set standards
Manage the evaluation of potential Agents
against set standards
·
Manage the Agency account opening process and
ensure adherence to set procedures of
account opening
Manage the Agency account opening process and
ensure adherence to set procedures of
account opening
·
Put in place a framework for measuring Agent service
level and quality
Put in place a framework for measuring Agent service
level and quality
·
Take action to improve service levels
including Agent training and
deregistration to achieve consistent high quality service
Take action to improve service levels
including Agent training and
deregistration to achieve consistent high quality service
·
Measure quality of Agent service and take action
to improve service levels to achieve
consistent high quality service
Measure quality of Agent service and take action
to improve service levels to achieve
consistent high quality service
·
Champion Customer service and implementation of
the quality service standards
Champion Customer service and implementation of
the quality service standards
·
Drive service initiates and activations to drive
adherence to service standards
Drive service initiates and activations to drive
adherence to service standards
·
Build a service culture amongst the agents by
managing the adherence to service standards
Build a service culture amongst the agents by
managing the adherence to service standards
·
Analyze service trends (i.e. service lapses,
peak times, system break down) and
provide solutions to the identified
gaps/lapses
Analyze service trends (i.e. service lapses,
peak times, system break down) and
provide solutions to the identified
gaps/lapses
·
Curb negative publicity by promptly addressing
all poor service issues identified by
customers at the Channel.
Curb negative publicity by promptly addressing
all poor service issues identified by
customers at the Channel.
·
Manage Service Level Agreements for
respective internal service
providers/enablers e.g. KOPC, CCC for the channel
Manage Service Level Agreements for
respective internal service
providers/enablers e.g. KOPC, CCC for the channel
·
Ensure Agents display current Tariff guides,
banking license, consumer protection guidelines, financial statements and any
other stationery as per regulatory requirements
Ensure Agents display current Tariff guides,
banking license, consumer protection guidelines, financial statements and any
other stationery as per regulatory requirements
Complaint and Query Resolution:
·
Receive and resolve Agent and Customer queries
and complaints as stipulated in the Financial Consumer Protection Guidelines
Receive and resolve Agent and Customer queries
and complaints as stipulated in the Financial Consumer Protection Guidelines
·
Custodian of query management in the channel
including the capturing of queries, managing the turnaround time of query
resolution and escalate unresolved queries
Custodian of query management in the channel
including the capturing of queries, managing the turnaround time of query
resolution and escalate unresolved queries
·
Prepare and submit monthly returns on queries;
complaints and compliments; and queue
management to the Head Agency Banking.
Prepare and submit monthly returns on queries;
complaints and compliments; and queue
management to the Head Agency Banking.
·
Carry out routine surprise checks to ensure
adherence to service standards
Carry out routine surprise checks to ensure
adherence to service standards
Agent Registration and Deregistration:
·
Manage Agent registration and deregistration
from the Agency Banking system
Manage Agent registration and deregistration
from the Agency Banking system
·
Manage the Agency account opening process including archiving
of Agent documents
Manage the Agency account opening process including archiving
of Agent documents
·
Ensure proper and complete documentation for all
Agents registered or deregistered.
Ensure proper and complete documentation for all
Agents registered or deregistered.
·
Ensure proper and complete documentation for all
Agents as per regulations
Ensure proper and complete documentation for all
Agents as per regulations
·
Manage the evaluation of potential Agents
against set standards
Manage the evaluation of potential Agents
against set standards
Agent performance management:
·
Manage relationships with Agents in line with
the banks strategic objectives
Manage relationships with Agents in line with
the banks strategic objectives
·
Monitor Agent revenue, transactions and
commissions against set targets and take
action to address lapses
Monitor Agent revenue, transactions and
commissions against set targets and take
action to address lapses
·
Develop and implement effective promotional
activities within Agency Banking: market
storms, road shows and promotions
Develop and implement effective promotional
activities within Agency Banking: market
storms, road shows and promotions
·
Calculate and pay Agent commissions correctly
and as per agreed schedule
Calculate and pay Agent commissions correctly
and as per agreed schedule
·
Monitor Agent liquidity and float for business
continuity
Monitor Agent liquidity and float for business
continuity
·
Daily reconciliation of suspense accounts
Daily reconciliation of suspense accounts
·
Set operational procedures, systems and implementing
them to achieve required efficiency standards
Set operational procedures, systems and implementing
them to achieve required efficiency standards
·
Gather market intelligence for the improvement
of the channel and put in place plans to compete effectively
Gather market intelligence for the improvement
of the channel and put in place plans to compete effectively
Agent branding and Merchandising:
·
Deliver suitable branding for Agencies and
monitor that it is displayed appropriately
Deliver suitable branding for Agencies and
monitor that it is displayed appropriately
·
Inventory management of all bank assets,
stationary and related branding items
Inventory management of all bank assets,
stationary and related branding items
Agency Banking risk management:
·
Conduct risk self-assessment and develop and
execute a risk management plan to achieve
effective risk management in Agency banking
Conduct risk self-assessment and develop and
execute a risk management plan to achieve
effective risk management in Agency banking
·
Respond to and follow through all service audit and risk issues
raised by auditors within agreed timelines and laid down procedures
Respond to and follow through all service audit and risk issues
raised by auditors within agreed timelines and laid down procedures
·
Implement a risk register and management
framework for the channel
Implement a risk register and management
framework for the channel
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate for the Stanbic Bank Manager
Agency Service Support and Training career opportunity must hold a Bachelor’s
degree in Business Administration or related course from a recognized
university
The ideal candidate for the Stanbic Bank Manager
Agency Service Support and Training career opportunity must hold a Bachelor’s
degree in Business Administration or related course from a recognized
university
·
Quality Management: Knowledge of and
ability to implement all quality management
policies and procedures.
Quality Management: Knowledge of and
ability to implement all quality management
policies and procedures.
·
Quality Management System Support:
Understands implements, manages and maintains quality management systems and provides a support
service to the organisation.
Quality Management System Support:
Understands implements, manages and maintains quality management systems and provides a support
service to the organisation.
·
Root Cause Analysis: Knowledge and
application of techniques that can be
applied to determine the cause of process or control failures.
Root Cause Analysis: Knowledge and
application of techniques that can be
applied to determine the cause of process or control failures.
How 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.
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 25th October,
2016
2016
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