Stanbic IBTC Holdings Plc banking vacancy June 6 2015: Manager service recovery needed

Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management.
 Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria.

Job Title: Manager service recovery
Job purpose
To Manage and harmonize the resolution of customer complaints and represent all customer facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.

Key responsibilities
• Develop and implement a centralized complaints management process
• Take ownership of implementing a complaint management culture  .
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.

• Build strong links with the bank’s different departments to enable seamless resolution of complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Keep record of customer complaints and how they were resolved
• Periodic root – cause analysis
• Develop initiatives to mitigate situations that lead to such complaints


Key performance measures
• Meet defined turnaround time for each category of complaint.
• Develop initiatives to ensure root cause of complaint is tackled
• Meet target complaint / resolution ratio
• Continuous interest and development of innovations to manage complaints

Internal and external relationships
• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at Senior Management level.

Application deadline for this vacancy: 19th of June 2015

Click here to View details of this vacancy at Stanbic IBTC Holdings PLC

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