In 1965, the Standard Bank of South Africa merged with the Bank of West Africa acquiring businesses including a banking operation in Nigeria, which dated back to 1894. The name was then changed to Standard Bank of West Africa. Four years after the merger, Standard Bank Nigeria was incorporated locally to take over the business in Nigeria. In 1971, 13% of the share capital was placed with Nigerian investors. The end of the civil war saw a major economic upturn and as a consequence, the military government sought to increase local control of the retail-banking sector, hence the Bank’s investment in Standard Bank Nigeria (renamed First Bank of Nigeria in 1979) was reduced to 38%. Standard Chartered remained a shareholder of First Bank of Nigeria until 1996. Standard Chartered re-entered Nigeria in 1999 and opened to customers on 15 September 1999 as a wholly owned subsidiary of Standard Chartered Bank Plc, headquartered in United Kingdom. It now has 42 branches located in Lagos, Port Harcourt, Abuja, Ibadan, Kano, Kaduna, Maiduguri, Ota, Aba, Onitsha and Onne offering a wide range of products and services in Retail, Corporate and Institutional Banking. It employs over 900 employees and sees Nigeria as a growth centre.
Job Summary
- Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints Department Operational Instructions (DO).
- Ensuring timely processing of complaints logged in Client Experience Management Systems (CEMS) and client feedback forms, by calling clients, escalating to relevant department/individual/branch and contacting the client with a satisfactory resolution in a timely manner to deliver on Complaints Resolution Unit (CRU) and Retail Banking turnaround time.
- Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.
- Contacting the client to confirm accuracy of complaint logged in CEMS as well as completeness of client information provided.
- Ensuring timely data entry on updates of actions taken to resolve the complaint in CEMS.
- Contacting the client to advice on resolution of complaint /feedback, ensuring that the client is satisfied.
- Ensure to escalate High priority issues within 24hrs
- Reviewing operational processes with the CRU team to identify opportunities to fix root causes, streamline and improve services and minimize turnaround time.
- Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.
- Participating in service improvement initiatives and activities.
- Ensure maintenance of a healthy business environment through strict compliance with AML/CDD standards as defined by the Group and Local Regulatory Authorities. Participate in and/or support the bank's effort in combating money laundering activities.
- Participating in team review meetings and activities.
Responsibilities
Strategy
- Work in full collaboration with the Team to achieve desired results in resolving complaints timely.
Processes
- Ensuring timely processing of complaints logged in CEMS and client feedback forms, by calling clients, escalating to relevant department/individual/branch and contacting the client with a satisfactory resolution in a timely manner to deliver on CRU and Retail Banking turnaround time.
Risk Management
- Ensure maintenance of a healthy business environment through strict compliance with AML/CDD standards as defined by the Group and Local Regulatory Authorities. Participate in and/or support the bank's effort in combating money laundering activities.
Governance
- Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints DOI.
- Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.
Regulatory & Business Conduct
- Display exemplary conduct and live by the .
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
- All internal and external clients
Other Responsibilities
- Embed Here for good and Group's brand and values in Nigeria/ CPBB/ CRU
- Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures
Our Ideal Candidate
- A minimum of first degree from a university or HND from a polytechnic in any discipline.
- NYSC Completion certificate or exemption certificate
- Candidates who hold a 3rd class or a pass in HND in any polytechnic must have a PGD qualification or relevant professional certification e.g. MBA, MA or any relevant professional certification
Role Specific Technical Competencies
- Computer skills
- Business Communication
- Data Analysis
- Products Knowledge
- Interpersonal skills
- Problem solving
- Time management
Method of Application
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