Consultant Customer Care Centre
Overview
- 44770
- Banking
- Tanzania
- Dar es Salaam Region
- Dar es Salaam
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Job Details
Retail & Business Banking
Job Purpose
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.Key Responsibilities/Accountabilities
- Receive customer queries through any contact channel and ensure they are answered within set SLA.
- Respond to customer queries through any contact channel while maintaining the set quality standards.
- Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
- Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
- Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
- Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
- Follow the escalation process to ensure queries get resolved within the set and agreed SLA
- To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
- Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
- Report working tools that are not in working condition to the Team Leader / IT for attention.
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Preferred Qualification and Experience
Knowledge
- A university degree in any relevant field
- knowledge of the bank’s products and services will be an advantage
- Ability to communicate fluently in English will be an advantage.
Experience
- 1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
- Be able to work well within a team, towards a shared goal
- Be able to work under pressure, with demanding customers
- Creative in looking for and suggesting improvements
- Ability to convey factual information clearly and accurately
- Self motivated
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Head, Procurement
Finance:
budgeting and forecasting, creating interim and annual financial
statements, facilitating internal mergers and acquisitions, as well as
dealing with analysts and investors.
– To facilitate the imparting of procurement skills including strategic sourcing skills to in-country stakeholders
– To manage Country wide contracts and suppliers/ service providers that provides and or render service to all countries in the Rest of Africa
– Instill procurement uniformity across country spend through alignment of RoA procurement to procurement best practices adopted by the Group
– Co-ordinate procurement activities in country to achieve economies of scale through aggregation of the sourcing process
• Ensure adherence to the laid down policies and procedures of Standard Bank.
• Monitor and promote compliance with Standard Bank’s policies and procedures as well as country specific statutory requirement.
• Support all Business Partners throughout the Bank with procurement governance framework.
• Develop and implement sourcing strategies for products and services used across the Bank.
• Identify synergies and ways to achieve economies of scale with new and existing suppliers so as to reduce the TCO on products and services
• Ensure proper execution of sourcing of goods and services within commodities and initiate Catalogues where required.
• Initiate and facilitate the development of a Total Cost of Ownership (TCO) model and ensure that TCO reduction is the key driver in the commodities being managed.
• Leverage on the understanding of supplier’s strategic plans, market challenges, competition amongst suppliers. • Ensure the smooth running and operation of the Cross Functional Sourcing Teams (CFST’s) and Federal Procurement
• Ensure purchase spend analysis and audits take place with a focus on eliminating waste, non value adding supply chain links and optimising Bank’s supply chain proceses.
• Ensure that TCO reduction targets are met or exceeded.
• Assists with gap analysis of existing Procurement processes and implement appropriate improvements.
• Align performance metrics/measurements to organisational/project objectives so as to ensure the achievement of deliverables.
• Reduce the percentage spend going through the non formal procurement process (sundry purchases)
•Facilitate the process of assisting suppliers’ performance
• Rationalise supplier database through RoA.
• Entrench the development and management of supplier through the Service Level Agreement
• Assist with standardisation of products, materials and contract template across RoA
• Manage the relationships with key customers and suppliers of the specific products and or services and introduced Service Level Commitments (SLC) or Service Level Agreement (SLA) to monitor and evaluate performance.
• Drive the technology or service delivered by the supplier, which contributes to optimal sourcing and procurement decision making process.
• Up-skill relevant stakeholders on the Procurement optimisation and transformation journey.
• Create effective partnerships with chosen strategic suppliers through building, maintaining and enhancing effective relationships across selected service providers, suppliers and customers.
Over 10 years procurement and supply chain management experience
5 to 7 years experence in Strategic sourcing.
• Have competency and experience on analysing supply chain data (end to end), make informed decision base on current date and to predict future trends base on current information. (Supply Chain Analytic competency )
• Proactively coaching and mentoring subordinates.
• Supporting and fostering diversity.
PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za
PLEASE NOTE: All our recruitment and selection processes
comply with applicable local laws and regulations. We will never ask for
money or any form of payment as part of our recruitment process. If
you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za
Read Also:
Job Purpose
– Establish and managed the country procurement centre excellence, and enforce adherence to good procurement governance framework (Policy and Procedure)– To facilitate the imparting of procurement skills including strategic sourcing skills to in-country stakeholders
– To manage Country wide contracts and suppliers/ service providers that provides and or render service to all countries in the Rest of Africa
– Instill procurement uniformity across country spend through alignment of RoA procurement to procurement best practices adopted by the Group
– Co-ordinate procurement activities in country to achieve economies of scale through aggregation of the sourcing process
Key Responsibilities/Accountabilities
- 1. GOVERNANCE
• Ensure adherence to the laid down policies and procedures of Standard Bank.
• Monitor and promote compliance with Standard Bank’s policies and procedures as well as country specific statutory requirement.
• Support all Business Partners throughout the Bank with procurement governance framework.
- 2. SOURCING
• Develop and implement sourcing strategies for products and services used across the Bank.
• Identify synergies and ways to achieve economies of scale with new and existing suppliers so as to reduce the TCO on products and services
• Ensure proper execution of sourcing of goods and services within commodities and initiate Catalogues where required.
• Initiate and facilitate the development of a Total Cost of Ownership (TCO) model and ensure that TCO reduction is the key driver in the commodities being managed.
• Leverage on the understanding of supplier’s strategic plans, market challenges, competition amongst suppliers. • Ensure the smooth running and operation of the Cross Functional Sourcing Teams (CFST’s) and Federal Procurement
- 3. PROCUREMENT BEST PRACTICES
• Ensure purchase spend analysis and audits take place with a focus on eliminating waste, non value adding supply chain links and optimising Bank’s supply chain proceses.
• Ensure that TCO reduction targets are met or exceeded.
• Assists with gap analysis of existing Procurement processes and implement appropriate improvements.
• Align performance metrics/measurements to organisational/project objectives so as to ensure the achievement of deliverables.
• Reduce the percentage spend going through the non formal procurement process (sundry purchases)
Read Also:
- 4. CONTRACT MANAGEMENT
•Facilitate the process of assisting suppliers’ performance
• Rationalise supplier database through RoA.
• Entrench the development and management of supplier through the Service Level Agreement
• Assist with standardisation of products, materials and contract template across RoA
- 5. RELATIONSHIP MANAGEMENT
• Manage the relationships with key customers and suppliers of the specific products and or services and introduced Service Level Commitments (SLC) or Service Level Agreement (SLA) to monitor and evaluate performance.
• Drive the technology or service delivered by the supplier, which contributes to optimal sourcing and procurement decision making process.
• Up-skill relevant stakeholders on the Procurement optimisation and transformation journey.
• Create effective partnerships with chosen strategic suppliers through building, maintaining and enhancing effective relationships across selected service providers, suppliers and customers.
Read Also:
Preferred Qualification and Experience
Minimum Bachelor’s DegreeOver 10 years procurement and supply chain management experience
5 to 7 years experence in Strategic sourcing.
Knowledge/Technical Skills/Expertise
• Understands the interdependencies between people, systems, business and operational risks, and how to leverage these for optimal project coordination and implementation.• Have competency and experience on analysing supply chain data (end to end), make informed decision base on current date and to predict future trends base on current information. (Supply Chain Analytic competency )
• Proactively coaching and mentoring subordinates.
• Supporting and fostering diversity.
PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za
CLICK HERE TO APPLY*******************
Branch Manager
Retail & Business Banking
Job Purpose
Ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch. Ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost-effective channels. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure. Maintain a high level of integrity and ethical standardsRead Also:
Key Responsibilities/Accountabilities
- Responsible for the net profitability of the branch: ensure effective management of revenue and expenditure with emphasis on the containment of controllable costs.
- Optimise and streamline existing systems, processes and controls for cost-effective service delivery.
- Manage assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
- Provide an effective administrative function for the branch.
- Develop micro market sales plans to achieve responsive sales budgets/targets for branch (MLM).
- Gain a sound understanding of the different local market segments in the branch’s area of operation.
- Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls to Provincial Operations, where appropriate, to address new or previously uncontrolled risks.
- Maintain a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
- Ensure that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
- Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
- Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
- Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
- Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
- Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
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Preferred Qualification and Experience
- Undergraduate or postgraduate qualification
- Tanzania Institute of Bankers or related qualification would be an advantage.
- A seasoned banker with about 5 years branch banking experience
- Experience in managing a diverse range of people and activities are essential.
- Excellent people management skills
Knowledge/Technical Skills/Expertise
- Knowledge of the Retail Banking value proposition.
- Knowledge and understanding of the Area sales and service strategies.
- Knowledge of the socio-political and economic dynamics affecting the local market/s.
- Knowledge of the Code of Banking Practice.
- Knowledge of Managing Local Market sales principles.
- Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
- Thorough knowledge and understanding of local target market profiles.
- Thorough knowledge of the products and services applicable to the local market/s.
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