Customer Service Jobs - Team Leader Back Office Operations at Stanbic Bank ~ Ugandan Jobline Jobs

Organisation: Stanbic Bank

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).

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.

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.

·        
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.

·        
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.

·        
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.

·        
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.

·        
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.

·        
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

·        
Detailed working knowledge of Customer

Administration, human resources or project management

·        
Knowledge of bank processes and procedures

·        
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

·        
Past experience in facilitation or driving projects

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.

Deadline:

31^st August, 2015

Duty

Station:  Kampala, Uganda