Author Topic: Ongoing recruitment at Stanbic IBTC Bank  (Read 271 times)

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Ongoing recruitment at Stanbic IBTC Bank
« on: November 09, 2015, 02:10:00 AM »
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Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the following vacant positions below:

Team Lead Teller
Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldAdministration / Secretarial   Banking 
 
Position Description
The key role of the Team Leader, Tellers in Standard Bank is to lead and inspire a team of tellers to consistently deliver exceptional customer service whilst complying against all the routine and laid down requirements of the role. With this in mind let?s chat through the key focus areas of the Team Leader, Tellers.

People Management:

The most important aspect of this job is people.
A Team Leader Teller?s day begins by understanding the customer arrival patterns, this will determine the number of tellers he/she would need on the frontline at any given point.
The fact that the teller role is the entry role into the Bank, the Team Leader is responsible to coach, guide and develop new tellers.
Performance contracts need to be put in place with each team member and regular performance feedback discussion must take place to ensure that the teller?s performance is at the required level.
In cases where tellers do not have the required skills or show competency gaps, the team leader needs to decide on what training interventions are required to close the skills gap.
As the leader of the teller team, the necessary employee administration also needs priority from attendance registers to leave and sick leave!
Customer Service:

The largest number of Bank customers come into the Branch to conduct transactions at the tellers.
Customer service is, therefore, at the forefront of the Team Leader Teller role.

Position Requirements
Product Knowledge:

Although the teller function is not a sales role, the teller is the role that most frequently interacts with the customer.
The teller function needs to be geared to identify customer needs and pass on quality leads to the relevant areas! In order to do guide, coach and develop the tellers, the Team Leader tellers needs an in depth product knowledge.
Cash Management:

One of the critical aspects of the Team Leader Tellers is to take responsibility for the Bank?s cash assets, although the teller physically manages the cash on a day to day basis, the Team Leader must ensure that laid down procedures are being adhered to by all the tellers.
The Team Leader must also be available to authorize transactions that fall outside the mandate of the tellers.
Compliance:
 :-X
Banks work and operate within a very strict legal framework.
Due to the fact that the teller function works with money and other high risk payment instruments the knowledge around the compliance aspect of the business is paramount.


Head Service Centre

Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldAdministration / Secretarial   Banking 
 
Job Description
Most Service Centres offer the same functionalities, products and services as a full Branch only on a smaller scale, therefore the Head Service Centre needs to have the knowledge and experience to manage complexities that range from people management, customer service and treasury management to the physical security of the Centre and its staff.
 
People Management:

The most important aspect of this job is the ability to lead a small team that is responsible for the full service and sales offering.
He/She  is also responsible for the management of the full Performance Cycle, ensuring that all performance contracts are in place for all staff, regular performance feedback discussion must take place to ensure that the performance is at the required level.

Customer Service:

The fact that the Service Centre offers the full spectrum of the Banks services and products
Position Requirements
Product Knowledge:

One of the critical aspects of the Head Service Centre is to take full responsibility for the activities of the Centre?s staff as it relate to routine requirements.
He/she  must ensure that laid down procedures are being adhered to by all the staff.
The Head Service Centre must also be available to conduct customer needs analysis, keep records in terms of the various Financial Industry regulations and take part in any special investigations of losses and/or staff defalcations.

Teller


Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldBanking 
 
Job Description
What does it mean to be a Teller within SB?

They are most often the first point of contact for our clients - the face of the Bank, so one can understand the importance of this role in maintaining and growing the reputation and brand of the Bank. With this in mind lets chat through a ?day in the life? of a Teller.
Customer Service and Care:

The most consistent aspect of this job is people.
A day in the life of a Teller begins and ends with interacting with and serving the Bank?s customers. Within this context, having a love for, interest in and tolerance of people of all ages, races, convictions and attitudes is key.
This obviously requires that you stand for most of the day so physical wellness is a must.
The catch phrases ?customer care? and customer service? are so often heard but so seldom really experienced. Some people naturally want to, and are really talented at making others feel acknowledged, listened to, valued and heard.
There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.

Product knowledge:

You cannot offer great customer service without a powerful product, or as with SB, a range of products.
The Teller plays a variety of activities such a receiving deposits and managing withdrawals.
They also play a critical referral role as they are involved in identifying customer needs and need to know the Bank and its products well enough to refer them to the right person.

Cash Management:

The Banks main function is to safeguard and grow the assets of its customers.
Managing, monitoring and accounting for the different forms of money that flow through your till is key to the role of the Teller.
A love of ?precision? and a desire to be accurate are key to succeeding in this role.
Compliance:

The Bank works within a clear and strictly applied legal framework.
The Teller needs to know and consistently apply these rules, processes and regulations across products and customers.
Often this implies taking the time to explain the ?red tape? to the customer in a way that makes sense to the customer impacted.
We began this description by speaking about the people aspects of this role.
Well, compliance can also be applied to people and relationships.
Building trust through maintaining high levels of honesty and confidentiality is paramount to the values of the Bank and success of this role.

Team Lead Customer Services

Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldAdministration / Secretarial   Banking   Customer Care 
 
Position Description
The key role of the Team Leader, Customer Service in Standard Bank is to lead and inspire a team of front line Team Leaders to consistently deliver exceptional customer service whilst complying with all the routine and laid down requirements of the Bank. With this in mind let?s chat through the key focus areas of the Team Leader, Customer Service.

People Management:

The most important aspect of this job is the ability to lead and inspire a team of frontline Team Leaders.
The Team Leader Customer Service?s day begins by understanding all the various complexities of the Branch?s frontline, cash management, telling and enquiries.
One of the most important aspects includes workforce planning, understanding customer arrival patterns and customer behaviour and aligning the tellers and enquiries staff to deliver a consistent customer experience.
The fact that the Team Leader Customer Service oversees the other full frontline offering implies that he/she is also responsible for identifying critical productivity trends and making recommendations around capacity management, including the employment and management of temporary staff.
In cases where staff do not have the required skills or show competency gaps, the Team Leader Customer Service need to decide on what training interventions are required to close the skills gaps.
The Team Leader also participates in the quarterly career management committee discussions, conduct and lead team meetings and teambuilding sessions.
Customer Service:

The majority of the Bank?s customers come into the Branch to conduct transactions at the tellers, and/ or make enquiries.
Customer service is, therefore, at the forefront of the Team Leader Customer Service?s role! The customer last experience is their lasting impression, therefore the Team Leader Customer Service needs to be absolutely passionate about customer service and customer delight.
He/she must understand and manage the impact of his/her full frontline staff on customer expectations.
The Team Leader also needs to identify trends and opportunities that should be referred to management as possible migration and or sales opportunities.
Position Requirements

One of the critical aspects of the Team Leader Customer Service is to take full responsibility for the activities of the frontline staff as it relate to routine requirements.
Although the other front line Team Leaders oversee the physically management of the frontline on a day to day basis, the Team Leader Customer Service must ensure that laid down procedures are being adhered to by all the frontline staff.
The Team Leader must also be available to conduct customer needs analysis, keep records in terms of the various Financial Industry regulations and take part in any special investigations of losses and/or staff defalcations.

Officer Administration Support

Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldAdministration / Secretarial   Banking 
 
Job Description

The Officer Admin Support is responsible for the fulfillment process, administration functions and to ensure that a high level of quality customer service is achieved and maintained.
Although this role does not interact on a face to face basis with Customers, the fulfillment area is the engine room where all transactions are actioned and therefore has a direct bearing on quality customer service.
Therefore work quality and to deliver against very specific timelines should be the ideal candidate?s absolute passion.
Customer Service:


Position Requirements
Product Knowledge:

In order for the Support Officer to fulfill on the specific requirements of each product and to provide quality service, it is absolutely critical that he/she fully understands the different products of the Bank.
In addition providing constructive feedback and recommendations on how to improve SBs services and products is valued.
Routine:

The Officer Admin Support's main function is to ensure a high standard of risk control through the appropriate actioning of required reports and adherence to laid down procedures.
Excellent customer service stem from support officers doing things right the first time, therefore an eye for detail is very important.
Compliance:

Banks work and operate within a very strict legal framework.
The Consultant Customer Service needs to know and consistently apply these rules, processes and regulations across products and customers.
Often this implies taking the time to explain the ?red tape? to customers in a way that makes sense to the customers impacted.
We began this description by speaking about the people aspect of the role, well compliance can also be applied to people and relationships.
Building trust through maintaining high levels of honesty and confidentiality is paramount to the values of the Bank and success of this role.

Customer Consultant

Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldBanking   Consultancy   Customer Care 
 
Job Description
The Customer Consultant is responsible for active sales within the Branch context. Customers who have a need to open/close accounts or who require advice on any product or service of the Bank will see the Customer Consultant. They will then determine the customer?s needs and make recommendations around the best product and/or solution.

Solution based Sales

The most important aspect of the Customer Consultant?s role is the interaction with customers.
Customers are being interviewed on a daily basis to determine their specific financial needs.
Although the Customer Consultant has very specific sales targets, the sales strategy is re-active with customers coming into the Branch to see the Consultant.

Product Knowledge:

In order for the Customer Consultant to provide the customer with financial solutions, it is absolutely critical that he/she fully understands the different products of the Bank.
The consultant is seen as the product expert in the Branch.
Over and above the interaction with customers the Consultant often need to up-skill the branch staff on new and existing products.
The Customer Consultant also manages and track cross selling and lead generation opportunities and ensures that the Branch team?s sales and service targets are being met.
Customer Service:

Due to the fact that customers open new accounts and or apply for different products i.e.: current accounts, credit cards, home loans etc, it is absolutely critical that the correct information is obtained from customers to comply with the Bank's laid down procedures and Financial Regulatory requirements.
Excellent customer service stems from Consultants doing things right the first time - an eye for detail is a must.

Consultant Customer Services
Job TypeFull Time
QualificationBA/BSc/HND 
Job FieldBanking   Consultancy   Customer Care 
 
Position Description
Consultant Customer Service:

The Consultant Customer Service (Enquiries) is responsible for assisting customers with queries relating to their accounts such as statements, debit orders, collection of cheque books etc. Being the face of the Bank, the Consultant Customer Service represents the Bank and therefore Customer Service should be the ideal candidate?s absolute passion.
Customer Service:

The most consistent aspect of this job is people. A day in the life of the Consultant Customer Service begins and ends with interacting and serving the Banks customers.
Within this context, having a love for, interest in and a tolerance of people of all ages, races, convictions and attitudes is key.
The catch phrase ?customer care? and customer service are often heard but seldom really experienced. Some people naturally want to and are really talented at making others feel acknowledged, listened to, valued and heard.
There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.
Position Requirements
Product Knowledge:

The Consultant Customer Service?s main function is to handle customer queries, hand out cheque books, MasterCards, ATM cards, stop payments/stop orders, provisional and collect statements, all functions which need to be conducted in line with very specific laid down procedures.
Excellent customer service stems from doing things right the first time - an eye for detail is, therefore, imperative.
Compliance:


Method of Application

Interested and suitably qualified candidates should click on preferred job title to apply online.

Team Lead Teller
Head Service Centre
Teller
Team Lead Customer Service
Office Administration Support
Customer Consultant
Consultant Customer Services



 

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