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Head Service Support - Lagos Island: Stanbic IBTC Bank
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Head Service Support - Lagos Island: Stanbic IBTC Bank

Job Details

Retail & Business Banking
Standard Bank is the largest bank in Africa and their highly visible brand, award-winning service, and strong global presence helps them maintain their market-leading position. They place huge value on the talent of their people to drive their continued success, and to support their plans for growth. 

Purpose of Job
Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities

Customer service

  • Ensure that communication with customers is of a consistently high standard.
  • Ensure that telephones are answered and calls returned promptly.
  • Ensure that all customer queries are resolved within laid-down time frames to the satisfaction of the customer.
  • Initiate root cause analysis workshops to prevent recurring queries/problems.
  • Facilitate good communication between the branch and Operations Processing Centre (OPC)/BFC/Recons/IT/Property and Premises to ensure prompt resolution of queries/problems and provision of effective customer service.

 

Risk management

  • Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
  • Monitor internal controls to ensure their adequacy and effectiveness. 
  • Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks.
  • Promote staff awareness of fraud through regular workshops.

 

Safety and security

  • Ensure that staff is fully conversant with branch opening and closing procedures as well as security measures during banking hours.
  • Ensure that security procedures/measures are adhered to.
  • Control the security guards according to laid down procedure.
  • Control testing of alarms and panic buttons.
  • Control and authorise changes to PINs of security equipment.
  • Ensure emergency drills and procedures are carried out.

Fraud Control

  • Control fraud investigation returns.
  • Ensure staff awareness in terms of fraud.

 

Asset custodianship

  • Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
  • Ensure locking away procedures are carried out.
  • Sign the Locking Away Record daily.
  • Control, scrutinise and authorise all changes to the Key Register / Schedule
  • Ensure that duplicate keys are controlled and maintained according to laid-down policy.

 

People management

  • Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.
  • Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
    • Ensure that communication with customers is of a consistently high standard.
    • Ensure that telephones are answered and calls returned promptly.
    • Ensure that all customer queries are resolved within laid-down time frames to the satisfaction of the customer.
    • Initiate root cause analysis workshops to prevent recurring queries/problems.
    • Facilitate good communication between the branch and Operations Processing Centre (OPC)/BFC/Recons/IT/Property and Premises to ensure prompt resolution of queries/problems and provision of effective customer service.Assist with the appointment of staff when required.

      Job Details

      Retail & Business Banking
      Standard Bank is the largest bank in Africa and their highly visible brand, award-winning service, and strong global presence helps them maintain their market-leading position. They place huge value on the talent of their people to drive their continued success, and to support their plans for growth. 

      Purpose of Job
      Support the Manager (Branch) in providing effective customer service by managing routine compliance, physical security of the branch and bank assets, query and problem resolution, routine aspects of new business and account maintenance, efficiency of communication channels, relationship maintenance, levels of authority, cost control (budget) as well as management of the service support team. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce the overall exposure. Maintain a high level of integrity and ethical standards.

      Key Responsibilities/Accountabilities

      Customer service

    Risk management

    • Identify major risks affecting the support function and ensure that the necessary steps are taken to measure, monitor and control these risks.
    • Monitor internal controls to ensure their adequacy and effectiveness. 
    • Recommend revision of controls, where appropriate, to address new or previously uncontrolled risks.
    • Promote staff awareness of fraud through regular workshops.

     

    Safety and security

    • Ensure that staff is fully conversant with branch opening and closing procedures as well as security measures during banking hours.
    • Ensure that security procedures/measures are adhered to.
    • Control the security guards according to laid down procedure.
    • Control testing of alarms and panic buttons.
    • Control and authorise changes to PINs of security equipment.
    • Ensure emergency drills and procedures are carried out.

    Fraud Control

    • Control fraud investigation returns.
    • Ensure staff awareness in terms of fraud.

     

    Asset custodianship

    • Control all aspects of asset custodianship and ensure that correct routine procedures are followed at all times.
    • Ensure locking away procedures are carried out.
    • Sign the Locking Away Record daily.
    • Control, scrutinise and authorise all changes to the Key Register / Schedule
    • Ensure that duplicate keys are controlled and maintained according to laid-down policy.

     

    People management

    • Lead and manage subordinates, providing guidance and coaching where required and ensuring that staff members maintain courteous attitude towards customers and that behavior and image is one of professionalism.
    • Control all issues relating to casual and temporary staff, including staff returns, warnings, disciplinary, etc.
    • Assist with the appointment of staff when required.
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Testimonial

  • I am so glad I didn't miss out of this opportunity to learn at KEC - (Business Accounting) Eyide Onyeka

  • The training on ERM was very beneficial to me. Before now the concept of risk analysis was vague to me. To this I say thank you KEC!- Mrs Victoria Folorunsho

  • All I can say is that KEC is an outstanding institution- (Risk Management) Umeobi Chidalu

  • The training was very interesting and impactful and refreshed my memory to lot of things I have forgotten (Business Accounting) Ochala Margareth

  • "It was a knowledgeable experience and different perceptions of various individuals presented itself."

    Ex-Student (COMMUNICATION & CUSTOMER SERVICE SKILLS)

    Isegen Henrietta Thalatu

  • "An eye opener and sharpener of what I know and has made me happier now in class and I hope for greater joy in futuristic achievement. Everything was just on point for the training."

    Ex-Student (PERSONAL EFFECTIVENESS & MASTERY)

    Orowale Adeshina

  • "The training was a nice one, the beautiful part of the training was the practical session included which made the training easy and simple to understand."

    Ex-Student (DEVELOPING PROBLEM SOLVING SKILLS AT WORK)

    Orowale Adeshina

  • "The training was really wonderful and I am very happy I came because it would have been a great loss if I didn't."

    Ex-Student (Aptitude Test & Proficiency Examination)

    Olajide Kolawole

  • "The training was fantastic, infact I wish I knew about KEC and their training earlier before now"

    Ex-Student (Aptitude Test & Proficiency Examination)

    Eboigbe Andrew

  • "The facilitators were able to demonstrate good knowledge of the course, they created room for interactions. In my opinion the training was perfect"

    Ex-Student (Introduction to Job Search Skills)

    Afolabi Sunday