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Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prima...
The position is a senior role, responsible for achievement of Call Center targets of Personal Banking email team.
Ensures professional and courteous support to all inbound email Stanbic Bank customers.
Keeps management informed of schedules, priorities, and problems through daily monitoring of outstanding queries, work load and productivity of Personal Banking email team.
Responsible for day-to-day functional supervision of the Personal Banking email team, including work allocation and assignment and attendance monitoring
Provides input to Manager, Customer Care Center, in selecting, training, development and completing performance appraisals of the Personal Banking email team Manages direct reports’ knowledge & technical skills development through continuous coaching, motivational & training initiatives
Responsible for reward and recognition within the PB email team
On needs basis is able to change role and manage the telephony team at manager’s request
Key Responsibilities/Accountabilities
CCC – ISS score of 8.5
Responsible for the implementation and adoption within CCC of all Compliance, IT Security, Anti-Money Laundering and Sanctions related
requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.
Preferred Qualification and Experience
Professional Qualifications
Knowledge/Technical Skills/Expertise
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