Stanbic Bank Ghana Recruitment 2011

We are looking to recruit a dynamic, experienced and results-oriented person to fill the position of Customer Experience Manager. The position is based in Accra and reports directly to the Head, Personal Banking.

The Role:
The successful candidate would be required to undertake a holistic approach to position, integrate, influence and execute the tactical delivery of the Retail Bank Service Strategy for the Bank to ensure an embedded culture of service delivery is established.

He/she is also expected to drive and champion the integration and consistent implementation of service delivery platforms and best practices in the country across the channels and business units for sustainable value, optimal productivity, end-to-end customer satisfaction and long term growth.

• Implementation of Service strategy for Country and specific for Retail Banking
• Spearhead the appropriate migration of customers in line with Segment propositions and Country growth targets
• Ensure that service training, development programmes and accreditation requirements are implemented
• Research, monitor and analyze service trends, customer satisfaction and productivity levels
• Keep abreast of local market dynamics, identifying changes, risks and opportunities
• Guide country in the development and application of local market management tactics, initiatives and competencies
• Integrate and drive the delivery of a balanced and sustainable value proposition for Customer Experience for all Segments in the Country aligned to corporate brand values
• Ensure the integration of all segments across all channels in the Bank to provide holistic end-to-end service platform that caters for the diverse needs of a diverse customer base
• Establish and maintaining a high profile ‘second face’ with top revenue generators

Required Skills or Experience

• Minimum of First Degree in a Business related field. An MBA will be an added advantage
• Minimum of three years experience in a Branch/sales/Service Management position is a pre-requisite
• Strong negotiation and conflict management skills to create a cooperative and collaborative working environment where conflict is defused and managed
• Must display excellent verbal communication and public speaking skills – proven ability to communicate with impact when conducting presentations and road shows
• Strongly motivated to compete and achieve impressive results, strives to improve, has a “can do” attitude and enjoys challenges
• Generates ideas, shows ingenuity and thinks up solutions, creates opportunities for others to innovate
• Alert, is quick to identify potential opportunities, notices the details of situations and is in touch with the local environment

How To Apply

Interested persons may e-mail their application letter with current Curriculum Vitae (CV) to: [email protected] or post to: