Customer Service Manager Vacancy at Standard Chartered Bank

Posted on :

23 Apr, 2014

Category :

Banking Jobs in Ghana

Job Purpose :
To acquire new business and deepen existing customer relationships for the mass target market segment while providing the appropriate service standards
To manage the customer service function to ensure the delivery of quality service to
customers, to project a professional and warm image, and contribute towards
continuous improvement in customer service quality.


Key Responsibilities :
1. Manage service delivery, to review output of tellers, customer service officers and Service Ambassadors to ensure adherence to branch service standards. To manage/recommend workflow changes, where appropriate, for greater efficiency.
2. Responsible for all customer Deliverables – Cards, Pins and Cheques books
3. Ensure all policies and processes on Deliverables are strictly adhered to.
4. Resolve exceptional investigations and liaise with other functions to ensure issues are resolved
5. Analyse and ensure timely and accurate reporting of management statistics
6. Supervise service staff, coach and train new recruits
7. Ensure service staff are equipped with knowledge of products and service, achieve grooming standards and are friendly, responsive and providing personalized services to customers
8. Supervise and coach customer assistants on sales tag-ons and referrals
9. Ensure compliance with
a. “Guidelines and Procedures on “Know your Customer” for Account Opening and “Guidelines and Procedures on cross-Border Account Opening Referral” issued by Group Business and Operations risk
b. Controls and Procedures on “Know your Customer” and Customer Due Diligence introduced to address money laundering prevention and compliance risk
c. “Guidelines for the submission of Suspicious Transactions Reports” issued by Head, Legal & Compliance/Country Money Laundering Prevention Officer
10. Generation of new business via sales promotions, out-marketing calls
& presentations & in-branch contacts.
11. To help in the implementation and observation of Health & Safety standards
12. 1st Backup for cheque book safe combination
13. Back up to TSM’s vault door and safe keys and contents in strong room safe
14. 2nd Back up custodian for Custodian 1 captured card key.
15. 2nd Back up for emergency door keys
16. 1st Back up for independent review of daily excess reports and AML reports
17. Filenet checker
18. Custodian for Counter Cheque Book
19. 2nd Back up custodian for Key Register
20. Cover Note Back up Custodian and Drivesafe stickers



• 1st Degree/ACIB/relevant professional banking qualification
• 2-3 years solid and general banking experience
• Strong customer service orientation
• Salesmanship energy and drive
• Strong interpersonal and communication skills
• Strong supervisory skills
• Excellent presentation skills
• Good appreciation of credit
• Sound PC skills
• Knowledge of competitors
• Understanding of economic trends
• Sound knowledge of bank’s products
• Sound knowledge of banking practices and theories
• Ability to plan and implement local sales promotion programs



How To Apply
You can search and view current opportunities across our organisation and apply immediately by visiting and selecting Careers. To help speed up your application, please note the following:
– You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

– Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
– We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 – 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

You can click here to get started

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