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Thursday, December 30, 2010

CFC Stanbic Bank - Customer Service Consultants


ROLE
Customer Service Consultants
REPORTS INTO:
Team Leader Service / Head Service Centre
DEPARTMENT/UNIT
Upper Hill/ Kenyatta  Avenue
NO. OF POSITIONS
2
GRADE
SBG 5/6
SCOPE OF ROLE
Attend to customer queries, hand up chequebooks, deposit books, transaction cards (e.g. ATM,), collect statements and mail to customers. Identify customer needs and, where necessary, refer to the correct department or migrate to more appropriate channels. Understand and manage the risks associated with handing up and control of chequebooks, transaction cards and customer statements. Maintain a high level of integrity and ethical standards
KEY RESPONSIBILITIES/ACCOUNTABILITIES
KEY PERFORMANCE MEASURES
  • Queuing times within agreed standards due to prompt service.
  • Risk management and compliance procedures adhered to.
  • Up-to-date knowledge of all new products and developments to existing products.
  • Customers successfully migrated to more appropriate and cost-effective channels.
  • Leads generated lead to the acquisition of profitable business.
  • Minimized operating losses due to effective risk management.
  • Satisfied and well-informed customers, duty of care tests, mystery shopper.
  • Ensure duty of care in undertaken on all instructions received.                                                         
IMPORTANT RELATIONSHIPS
  • Required to assist walk-in customers.
·        Good working relationships required with Frontline Support, IBC as well as branch management and staff. 
PROBLEM SOLVING, PLANNING AND DECISION MAKING
Problem solving and decision making
  • Work within laid-down policy, procedures, system parameters and internal controls.
  • Able to deal with a diversity of routine support problems using judgment and discretion.
  • Resourceful, find practical ways to deal with work volumes efficiently while remaining focused on priority issues.
  • Refer problems falling outside parameters to the team leader for resolution.
  • Able to take the initiative within limits of authority.
Planning
·        Planning is generally on a daily to weekly basis within regular activity cycles.
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and knowledge
  •  
  • Sound knowledge of laid-down policies and procedures relating to customer service.
  • Sound knowledge of banking products/services and the procedures underpinning them.
  • Knowledge of the Code of Banking Practice.
  • Knowledge of the new Delivery System as it relates to enquiries.
  • Knowledge of Managing Local Market sales principles.
  • Basic knowledge of the functions of the various departments within the branch.
  • Attendance of relevant SBSA training courses, e.g. communication, sales skills. 
Experience
  • 2– 3 Years branch banking experience, with exposure to customer service.
Core Personal Competencies
  • Good verbal communication skills required for explaining banking procedures.
  • Ability to convey factual information clearly.
  • Ability to listen and probe effectively to determine customers’ real needs.
  • Assertive – able to put forward an idea or view despite opposition.
  • Resilient – able to retain optimism despite setbacks and not take criticism personally.
  • Ability to remain calm and focused under pressure.
  • Methodical, accurate, pays attention to detail.
  • Results-orientated, adheres to turn-around times/deadlines.
  • Customer service-orientated, able to maintain relationships even when communicating disagreeable information to customers.
  • Team player, approachable, self-motivated.
  • Integrity and honesty.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
  • Degree holder from a recognized University (min – 2nd class upper or equivalent).
Professional Qualifications
·        Banking examinations desirable.
Customer Commitment Drivers
THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS:
Simplified banking
  • Banking that is simple to use and simple to understand, or a simple account for all my needs
Competence
  • Competent and reliable staff that are honest and trustworthy.
High customer regard
  • Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me feel proud of who I am and how I choose to do things”.
Promptness
  • Prompt service performed right the first time and prompt query/complaint resolution.
Bank leadership
·        Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.


            APPLICATION PROCESS
If you feel you are the right candidate and wish to be considered for the Job, please submit a written application (not through e-mail) in sealed envelopes together with the latest (updated) copy of your CV to reach Head of HR on or before 5th January 2010.
Drop it at CFC STANBIC Headquarters  along Chiromo Road or send to : CFC STANBIC BANK, P.O BOX 72833 – 00200 NAIROBI KENYA

CFC Stanbic Bank -Frontline Support Officer

ROLE
Frontline Support Officer
REPORTS INTO:
Head of Service Centre
DEPARTMENT/UNIT
Personal &Business Banking
BRANCH
Upper Hill

SCOPE OF ROLE

Handle all functions associated with chequebooks, stop payments, standing order and issuing bankers cheques and drafts.  Understand and effectively control the risks associated with bankers’ cheque, chequebooks, stop payments and standing orders.  Maintain a high level of integrity and ethical standards.
KEY RESPONSIBILITIES/ACCOUNTABILITIES
Enquiries service            
  • Control all routine aspects regarding chequebooks, standing orders, stop payments according to laid-down policies and procedures.
  • Control all routine aspects regarding bank cheques according to laid-down policies and procedures.
  • Ensure that the required controls are in place to minimize the risks associated with all of the above aspects of the job.
  • Ensure high 5 process is adhered to.
KEY PERFORMANCE MEASURES
  • Accurate documentation and service routine.
  • Processing timeframes for support functions and voucher flow within agreed standards.
  • Satisfactory or better Inspection or Compliance reports for department.
  • Satisfied and well-informed customers, measured by mystery shopper.
IMPORTANT RELATIONSHIPS
  • Maintain co-operative working relationships with branch management and staff as well as the OPC, IBC, credit, Home loans, HR, custody and, Customer Care Centre
PROBLEM SOLVING, PLANNING AND DECISION MAKING
Problem solving and decision making
  • Work within laid-down policy, procedures, system parameters and internal controls.
  • Able to deal with a diversity of routine support problems using judgment and discretion.
  • Resourceful, find practical ways to deal with work volumes efficiently while remaining focused on priority issues.
  • Able to take the initiative within limits of authority.

Planning

·        Planning is generally on a daily to weekly basis within regular activity cycles
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and knowledge
  • Sound knowledge of the bank’s laid-down policies and procedures relating to enquiries.
  • Sound knowledge of banking products/services and the procedures underpinning them.
  • Knowledge of the Code of Banking Practice.
  • Knowledge of the New Delivery System (NDS) as it relates to enquiries.
  • Knowledge of Managing Local Market sales principles.
  • Basic knowledge of the functions of the various departments within the branch and support entities such as the Operations Processing Centre (OPC).
Experience
  • 2– 3 Years branch banking experience, with exposure to enquiries.
Core Personal Competencies
  • Good verbal communication skills required for explaining banking procedures.
  • Ability to convey factual information clearly.
  • Ability to listen and probe effectively to determine customers’ real needs.
  • Assertive – able to put forward an idea or view despite opposition.
  • Resilient – able to retain optimism despite setbacks and not take criticism personally.
  • Ability to remain calm and focused under pressure.
  • Methodical, accurate, pays attention to detail.
  • Results-orientated, adheres to turn-around times/deadlines.
  • Customer service-orientated, able to maintain relationships even when communicating disagreeable information to customers.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
  • Degree holder from a recognized University (min – 2nd class upper or equivalent).
Professional Qualifications
·        Banking examinations desirable.
CUSTOMER COMMITMENT DRIVERS
THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS:
Simplified baking
  • Banking that is simple to use and simple to understand, or a simple account for all my needs
Competence
  • Competent and reliable staff that are honest and trustworthy.
High customer regard
  • Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me fee proud of who I am and how I choose to do things”.
Promptness
  • Prompt service performed right the first time and prompt query/complaint resolution.
 Bank leadership
Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.

·         

  APPLICATION PROCESS

If you feel you are the right candidate and wish to be considered for the Job, please submit a written application (not through e-mail) in sealed envelopes together with the latest (updated) copy of your CV to reach Head of HR on or before 5th January 2010.
Drop it at CFC STANBIC Headquarters  along Chiromo Road or send to : CFC STANBIC BANK, P.O BOX 72833 – 00200 NAIROBI KENYA

Wednesday, December 29, 2010

CFC Stanbic Bank - Premises Officer


ROLE:
Premises Officer

REPORTS INTO:
Manager Premises

DEPARTMENT/UNIT:
Operations

JOB GRADE:
SBG 08

NUMBER OF POSITIONS:
1
MAIN PURPOSE OF THE JOB
Assist the Manager Premises in business support, change process, projects and other business-focused operations in functional areas. These initiatives are aimed at influencing sustainable and efficient operations inline with business objectives with a focus on cost management and service delivery.
Motivate and Inspire the Premises team to achieve effective service to the bank’s department, vendors and service providers.
KEY RESPONSIBILITIES/ACCOUNTABILITIES
  • Premises Cost and budgetary management
  • Manage the Bank Insurable risk as per relevant policy and maintain
  • Compliance with Group Corporate Identity and Premises Standards
  • Premises Project management
  • Support business initiatives on Premises Strategy
  • Support Bank Security Policy Standards in New POR initiatives
Project management
  • Ownership of premises project implementation in line with the Banks policy on project mandates, budgets and bank disciplines and policy guidelines.
  • Observe Group Corporate identity
  • Facilitate with strategic and special projects, particularly on premises repairs and the consequent cost reduction initiatives.
Risk management
  • Identify Operational risk affecting the Premises function and ensure that correct systems and procedures are implemented to reduce this risk.
  • Ensure that premises checklists are actioned to ensure their adequacy and effectiveness in regards to CBK audits.
  • Ensure limits and levels of authority are complied with in Project implementation.

Process and Procedures

  • Spearhead documentation, standardization and implementation of country premises operations processes and procedures.
  • Continuous evaluation of operational efficiencies and incorporation of best practice.

Financial Cost Control

§  Establish controls to ensure that premises expenditure and Projects remains within budget.

Important relationships

It is essential to maintain a close working relationship with the Head of Operations, Managing Director, POR management and Suppliers so as to ensure that service/ support and strategic objectives of the bank are consistently met and exceeded.

KEY PERFORMANCE MEASURES
  • Cost Reductions that has a positive effect in influencing achievement of the banks cost to income ratio.
  • Budgets that are in line with strategic objectives and submitted within budgetary deadlines.
  • Outsourcing of services and non-core related business.
  • Automation of existing manual processes.
  • Project proposals and implementation processes that are accepted and undertaken within projected timelines.
  • Ability to maintain a balance between all Operations support functions while adding value by building efficiencies.
  • Originality, structured and tactical approach in providing business support and solutions.
IMOPORTANT RELATIONSHIPS
Through the Head, Operations Support and Premises Manager, maintain a close working relationship with the Head of Operations, Managing Director, POR management and Suppliers so as to ensure that service/ support and strategic objectives of the bank are consistently met and exceeded.
PROBLEM SOLVING, PLANNING AND DECISION MAKING
Problem solving and decision making
  • Required to follow laid-down policies and procedures at all times.
  • Deal with a wide range of customer queries, showing sensitivity to customers’ individual requirements as well as the bank’s laid-down operational/procedural limitations.
  • Refer problems falling outside of parameters to the team leader for resolution.
  • Able to take the initiative within limits of authority.
Planning
  • Planning is generally on a daily basis within regular activity cycles.
  • Able to deal efficiently with work volumes while remaining focused on priority issues
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES

Thinking Requirement And Work Complexity
  • The ability to identify and understand the business needs, strategies and then to support the implementation of these in terms of requirements.
  • In providing a responsive operations function in support of the Head of Operations. (There is pressure to meet tight deadlines and to satisfy customer service requirements.)
  • Problem solving will generally follow precedent, but the incumbent is required to recommend changes to established policy when considered necessary and challenge the status quo to influence the shaping of improvements to business performance.
  • The job requires the incumbent to be orientated towards strategic thinking and immediate accomplishments.
  • Part of the challenge lies in the ability to harness appropriate advice, guidance or assistance in a timely manner from all business units and Head office Johannesburg.
  • Requires an innovative individual who can think laterally, who has understanding of the business vision and who can take an idea and move with it to conclusion.
Knowledge, experience and personal competencies

Qualifications

  • University Graduate (B.A Land Economics or Bachelor of Architecture).
  • Experience in Premises and Security systems Management
  • Experience in managing new branch set up projects
  • Practical experience in preparing bill of quantities or architectural drawings
Knowledge Required
  • An experienced administrator well versed in Branch Operations support.
  • An established network of service providers in the local market, procurement disciplines and ability to negotiate.
  • Budgetary or intermediate financial accounting.
  • Research and analysis.

Interpersonal Competencies
  • Clear written and verbal communication skills are required to explain and interpret data and business information.
  • To understand and acknowledge views of others.
  • Receptive to feedback and ideas.
  • Confirms others’ intentions and meaning by reflecting and interpreting what is being communicated.
Personal Competencies

Priority - Intellect:
  • Has a practical comprehension of the impact of the service provided and relationship to Branch staff, external customers and suppliers.
  • Ability to apply solutions that span the inherent complexity of the problems, their scope and magnitude.
  • Has a sound recall of processes and previous experience in order to assist with problems raised.
GENERAL 
It is crucial to achievement of the bank’s strategic objectives that accountability for performance is vested in the line business management.  Operations is a business support, people and service function which has a pivotal role to play in ensuring that line management is empowered to accept the new order and is equipped and supported in every way to execute its role competently.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
  • Degree holder from a recognized University (min – 2nd class upper or equivalent).
Professional Qualifications
·        Banking examinations desirable.
Customer Commitment Drivers
THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS:
Simplified banking
  • Banking that is simple to use and simple to understand, or a simple account for all my needs
Competence
  • Competent and reliable staff that are honest and trustworthy.
High customer regard
·        Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me feel proud of who I am and how I choose to do things”.
Promptness
·        Prompt service performed right the first time and prompt query/complaint resolution.
Bank leadership
·        Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.

APPLICATION PROCESS

If you feel you are the right candidate and wish to be considered for the Job, please submit a written application (not through e-mail) in sealed envelopes together with the latest (updated) copy of your CV to reach Head of HR on or before 30th December 2010.
Drop it at CFC STANBIC Headquarters  along Chiromo Road or send to : CFC STANBIC BANK, P.O BOX 72833 – 00200 nAIROBI KENYA