Banking Job In Nigeria: Standard Bank.July 28,2011

BANKING JOB IN NIGERIA: STANDARD BANK



Job ID: 7169
Job Location: Nigeria
Division: Personal and Business Banking
Position Category :Client & Business Solutions
Employment Type: Full Time - Permanent
Regulatory Approval: Yes

Job Description

* Support the Director: Business Banking in achieving the key PBB and Business Banking objectives by both influencing and ensuring the optimal execution and implementation of the relevant customer value propositions, segment /business strategies and related initiatives for the Commercial Banking Segment with the primary objective of optimising both customer experience and economic profit.

Notional head of the commercial suite channel

KRAs

* Value proposition/segment strategy implementation

* Support Centre team in ensuring effective and consistent implementation and application of the relevant customer value propositions nationally.

* Influence ongoing refinement/review of value propositions/segment strategies as market dynamics/competitor activity changes

* Manage multiple stakeholder/business partner relationships (e.g. Business Product areas, Business Banking - Centre, Credit , Marketing, CIB, network, etc) to ensure optimal support and alignment in the execution of the relevant value propositions

* Influencing, guiding and supporting the Zonal Heads and other Stakeholders in the operationalisation and delivery of strategic objectives and goals

* Ensure RM portfolio sizes are maintained in line with benchmarks as per segment CVPs balanced against the relevant operating cost environment

* Monitor ongoing migration of qualifying customers to appropriate segments and ensuring regular review of portfolio sizes to ensure consistent application of value propositions in the provinces and business centres

* Provide link between network and head office in the provision of relevant market/customer/competitor insights received from the frontline.

* Ensure national implementation of best business banking practices.

* Ensure migration of customers and re-alignment of portfolios to ensure the consistent application of value propositions in the provinces and business centres.

* Contribute significantly to the development and implementation of sales and service best practices to drive consistency on a national basis.

* Forging business partnerships with Business and Personal market stakeholders to leverage the interplay between Business and Personal Banking for optimal growth and retention

Customer service excellence

* Influence customer experience methodology and measurement in liaison with the Customer Experience team and Centre

* Ensure consistent implementation of Customer Engagement and interaction guidelines across business centres nationally

* Development and implementation of national action plans to improve customer experience

* Monitor and drive customer experience improvement across the relevant segments

* Ensure the provision of relevant MIS to the Zones/business centres by Service Measurement team to support customer service improvement

* Ensure appropriate reward and recognition for top performing business units

* Collate and share national service best practices

* Monitor and influence optimal implementation of customer value propositions across provinces

* Monitor sales and service support provided by the relevant business product areas and influence the improvement of product and sales support gaps.

* Liaise with BB Centre on all aspects of service excellence in line with customer value propositions.

* Monitor consistent usage of query and complaints management processes

* Drive remedial action to address unsatisfactory service results at Zonal/business centre level.

* Monitor and influence optimal service support provided by the IPC’s

* Provide support to zonal management in servicing and retaining top customers

* Arrange regular zonal customer interaction initiatives to stay abreast with customer expectations and insights

* Transactional led customer acquisition

* Joint accountability together with Zone Heads and Business Centre Heads for achievement of segment sales targets, and in particular, acquisition targets.

* Ensure consistent interpretation/implementation of the ‘Delivering the Firm’ initiatives

* Influence the development and drive the execution of various product/cross sales incentives

* Influence delivery of relevant and reliable MIS to support sales efforts

* Influence the provision of relevant market/business insights to assist Zones in identifying opportunities for sales growth.

* Monitor and drive the execution of opportunity and pipeline management

* Optimise Economic Profit (Finance)

* Shared accountability with Zones and Business Centre Heads for relevant segment financial performance

* Negotiate consolidated segment financial budgets down to Zone level and facilitate national roll out

* Accountability for pricing arbitrations on behalf of Business Banking in absence of Director, Business Banking.

* Monitor monthly financial performance at segment, provincial and business centre level and influence the closure of performance gaps

* Provide input to and influence Business Banking Centre on product pricing strategies

* Influence the delivery of credible and relevant financial MIS / measurement

* Support and ensure implementation/execution of product driven revenue optimization/leakage initiatives

* Engaged committed and connected people

* Deliver on undertakings in terms of the Leadership and People Charters

* Purposeful and regular engagement with staff in the Zones responsible for Commercial Banking Segment. Includes Zonal visits and quarterly meetings with the Zonal and Commercial Suite Heads.

* Support talent management in the Zones in collaboration with HR by building and maintaining a national succession database for key Business Banking roles

* Support Zones where required with profiling, selection , succession planning and career pathing initiatives

* Ensure the implementation and application of standardized recruitment and selection processes

* Active involvement in the development of and roll out of the segment and role based training curricula together with Learning and Development

* Assist HR and Learning and Development in the development and execution of formal skills audits, monitoring of results and development of relevant training interventions to address skills gaps in liaison with Learning and Development.

* Ensure execution of Business Banking People Strategy relevant to the Commercial Segment

* Improve efficiency and effectiveness

* Monitor and ensure consistency in relevant operating structures with specific focus on Zonal Business Banking/Business Centre/product sales and service support structures within relevant cost environment

* Review and influence capacity management and optimization of resource allocation with the Zone/business centre structures

* Influence optimal management of staff cost growth with agreed benchmarks

* Identify opportunities for process improvement/efficiency and liaise closely with Business Banking Centre, Credit and Operations teams to address gaps and ensure consistency across business centres.

Change management

* Assist Change team to translate strategic change initiatives into tactical action plans for roll out in the relevant segments

* Ensure that any change initiatives impacting on the relevant segments, are properly managed from a capacity impact perspective

* Facilitate the communication, buy in and implementation of strategic change initiatives in collaboration with zonal stakeholders and relevant Head Office change team

Lending and risk management

* Facilitate a sound working partnership between PBB Business Credit and relevant Zonal stakeholders to stimulate business growth without compromising risk and quality of lending.

* Arbitrate and/or motivate credit decisions in need (in absence or at request of Director, Business Banking) and assist management to explore alternatives.

* Represent business at BAC committee sessions and other relevant credit forums

* Ensure that Credit support (evaluation, collateral, compliance) is optimally aligned to business needs and that turnaround time SLA’s are met to ensure consistent customer experience

* Influence the continuous improvement of credit processes.

* Influence the review of risk appetite to align with market opportunities and trends

* Legislative compliance and risk management

* Influence the development/review of the segment business Audit Review process for business centres and ensure consistent implementation of audit recommendations nationally.

General Business Support

* Act as the main interface/facilitator between the Zones/business centres and the head office areas relating to the relevant segments

* Assist the network in resolving general business queries requiring head office engagement/intervention

* Act as conduit/gatekeeper of any head office communication relating to the relevant segment

* Represent on all head office meetings requiring input/feedback from the relevant business segment.

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