Standard Chartered Bank Job Vacancy : Head, Segmemt Development, Personal Clients

Standard Chartered Bank Job Vacancy : Head, Segmemt Development, Personal Clients
March 16, 2015 Job Description
Job Description
The primary purpose is to:
 Develop and refine sales toolkits, client materials and training to reflect the target proposition
 Collaborate with Client Relationship team on client coverage model standards
 Monitor and improve service quality in the segment with measures in place being NPS score and Market probe
 Monitor and ensure TAT and On boarding of customers is happening seamlessly with minimum errors
 Monitor customer complaints and liaise with Re-engineering, Products teams and support departments to ensure that the root cause of complaints is addressed.
KEY RESPONSIBILITIESEnsure consistent delivery of the client segment proposition
 Develop and refine sales toolkits, client materials and training to reflect the target proposition
 Collaborate with Client Relationship team on client coverage model standards
Drive Net Promoter Score Improvement and action plans
 Ensuring that all markets in East Africa have adopted the service standards for PIB and are offering exceptional service with the target of being in the top 2 in the market probe raking in the country
 Use of VOC sources (Probe, Complaints) to identify key issues overall, by country and product/process (focus on incidence/impact)
 Synthesize these findings and communicate to stakeholders in countries, Re-engineering, support departments, Retails products and support areas including T+O, HR and Marketing for action.
 Track key program actions to deliver solutions to systemic issues impacting customer satisfaction.
 Hold Monthly service storming sessions for improvement of NPS scores.
Complaints Management
 Assist in tracking & analysis of VOC solicited from CSS, Market Probe & complaints, providing an integrated insight on CB performance service.
 Ensure complaint targets met for the segment.
 Ensure monthly regular reporting and analysis of Personal banking complaints
 Continuously review and improve operating procedures with the objective of achieving “best in class” productivity and efficiency standards across the Group as well as competition.
 Root cause elimination of complaints to prevent recurrence
 Ensure a substantial decline in customer complaint incidence.
 Meeting with Clients who have raised complaints that require a service recovery.
Client engagement and recognition events
 Recognition initiatives for top clients and revenue earners.
 Recognition of customers on special occasion’s e.g. anniversaries, birthdays and senior appointments.
 Customer delighters at PersonalCentres and unique engagement events
 Working with marketing and corporate affairs in managing Personalbanking customer events.
 Assist with sign up lifestyle partners to add value to clients relationship with the bank
Operational excellence
 Tracking and monitoring of TAT for the segment and working with stakeholders to ensure targets are met
 Tracking and monitoring of error rates.
 Be part of project teams to enhance process standardization
KNOW-HOW AND KNOWLEDGE
 5 – 10 years experience in relevant relationship management experience or related relevant experience
 Candidate is expected to possess extensive customer contacts that qualifies for the Personal Banking Segment
 Superior knowledge of investment products and financial markets.
 Possess diverse investment and market views to offer a concise and consolidated view of events so as to give the appropriate recommendation and guidance to clients.
 Make effective business decisions independently, based on sound financial and business principles.
 Competent in collaborating with product specialists to recommend product suite offerings for clients.
 Effective understanding of client requirements and manage it without escalation.
 Strong interpersonal and communication skills with ability to deal with people of all levels
 A team player with good initiatives & assertiveness
 A self motivator who is keen on upgrading & improving personal knowledge & skills to meet evolving job requirements
How to Apply
Submit your CV and Application online : Click Here