Job Title: Customer Care Unit Executive (Fresh Graduate Jobs)
Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services.
Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.
Job Summary: The Standard Chartered Bank Customer Care Unit Executive will be responsible for Complaints Management to achieve the require service standards for response to customer needs and queries (both external and internal customers)
Key Job Duties and Responsibilities:
- Responsible for establishing and execution of an end to end complaint management model.
- In charge of the development and execution of strategic initiatives to reduce complaints and enhance customer experience on service recovery.
- Accountability for day to day management of complaints including resolution of non-FTRs, root causes analysis and problem attrition.
- Steer and partner business and support function units in development and embedding enablers, critical to seamless execution in service.
- Support the Voice of frontline and Voice of Customer in providing feedback that will enable in process improvements.
- Support process improvements to enable complaint prevention and reduction – follow through on quick fixes to ensure gap resolution. For processes which require redesign, contribute insights to process owners, monitor quality and timeliness on enhancements implementation.
- Actively contribute and lead towards establishment of SLAs and critical service metrics across functional units.
- Ensuring timely processing of complaints logged into CEMS and customer feedback forms, by calling customers, escalating to relevant department/individual/branch and contacting the customer with a satisfactory resolution in a timely manner to deliver on Retail Clients turnaround time.
- Ensuring timely data entry on updates of actions taken to resolve the complaint into CEMS and contacting the customer to advice on resolution of complaint /feedback, ensuring that the customer is satisfied.
- Processing all customer complaints as per the service standards and ensuring they are adequately resolved
- Reviewing operational processes with the customer feedback department team to identify opportunities to streamline and improve services and minimise turnaround time.
- Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.
- 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 by reporting suspicious transactions and adhering to the controls & procedures on “Customer Due Diligence” introduced to address money laundering prevention & compliance risk.
- Ensure robust quality audit checks & controls are embedded.
- Actively participate in initiatives and drive root cause elimination to create magical experiences.
Key Performance Indicators:
- Complaints Management, Customer Service Standards & Continuous Improvement
- Productivity Standards, Financial Performance & Technology
- Team and Working Relationships
- Risk Management
- Personal Development
- Social Community Involvement
Qualifications, Skills and Experience:
- The ideal candidate for the aforementioned Customer Care Unit Executive Banking Job should possess a University degree
- The applicant should have a credit in Maths and English at UCE OR it’s equivalent.
- Good interpersonal skills
- Excellent communication, analytical and computer skills/computer literacy
- The applicant should have a detailed understanding of the Group Customer Complaints guide and Country Complaints DOI.
- Possess the ability to set, monitor and assess achievement against performance targets, quality standards and service agreements for each team and aligns with the business.
- Ability to create a can do culture with rewards for good performance
- Ability to deliver pragmatic, tactical solutions – quick and cost effective
- Ability to manage upwards and across matrix
- Highly customer focused with high level of interpersonal and communication skills – listening, negotiating and training
- Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels
- Good knowledge of business processing management information systems, banking guidelines and company technology.
- Fair knowledge of core product, markets and main competitors.
- Logical with accurate eye for detail
- Proactive, flexible and resilient team player
- High degree of problem solving skills, negotiation skills and customer centric attitude
- Possess the ability to influence and engage others, including senior managers and support functions
- Total integrity, clearly thinking and ability to work under time pressures
- Identifying underlying TCF risks in customer complaints
- High level of judgement and awareness of group and local TCF and complaints.
NB: Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
How to Apply for the job:
If interested in working with Standard Chartered Bank in the above portfolio, Please send us visit Web link below and review requirements and thereafter express your interest by Clicking Apply Now.
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