Stanbic IBTC Bank is a part of the Standard Bank Group. Stanbic IBTC Bank Nigeria is recruiting for a Regional Operations ManagerREGIONAL OPERATIONS MANAGER
Job Purpose
Overall Management of the Regional Card Centre through the support of expanding Card Issuing and Acquiring business in Africa, by attending to all direct and indirect customer touch-points within the Card Value Chain.
KRAs
•Deliver the committed financial performance for the Card Businesses represented in the countries within which we operate.
•Take full accountability for all aspects of the Regional centre inclusive of client contact centers, card production and delivery, suspense account clearing and settlement and escalations.
•Deliver a consistently acceptable customer experience throughout the card value chain by:
?Building and maintaining effective operational structures and teams, who are sufficiently competent, skilled, trained and motivated.
?Building and maintaining key stakeholder relationships, ensuring buy-in/support of and alignment with Card Business Objectives.
?Ensuring the necessary Service Level Agreements are well defined and agreed to and that the service levels are monitored for exceptions and where found, corrective measures are promptly employed.
•Ensure the Customer’s experience, as it relates to any part or activity within the business is regularly reported back to the business, learnt from and improved upon.
•Operationalise all agreed fraud and collections strategies.
•Ensure appropriate tracking/monitoring and reports are made available to allow for informed debate and early identification of adverse trends.
•Timeously identify risks/opportunities and where appropriate mitigate/exploit these risks/opportunities to the benefit of the organization.
•Continually review the customer experience/ops processes/systems with a view to ensuring the best possible customer experience. Ensure these processes are documented and updated as changes are introduced or tested. Ensure compliance with all relevant laws and internal regulations.
•Continually look for opportunities to align existing Credit Card and Debit Card Operations, into Country regional ops support areas for Card.
•Day to day management of Center Staff through
- Performance management process
- Meet training requirements
•Management of the various policies, procedures and processes
How to Apply
Visit the Stanbic Careers Portal below and enter the Job ID: 5421. Click search
Click here to apply online
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