Team Lead - Client Experience Centre

Standard Bank

IOM

JOB DETAILS
LOCATION
IOM
POSTED
30+ days ago

Job Details

Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible

Job Purpose

To provide support to the Personal Banking Manager and first point of escalation for complex queries and client complaints from Personal Banking Officers.  Ensure delivery of exceptional service to Personal Banking clients, taking responsibility for approval of any instructions via the Personal Banking service channels (phone, e-mail and face to face). Lead, support, manage and drive engagement with Personal Bankers, ensuring focus on continuous improvement and client centricity at all times.

Key Responsibilities/Accountabilities

Outputs

Customer Service

Provide value through delivering an exceptional level of service to International Personal Banking clients through a variety of channels – phone, E-mail and face to face, undertaking pro-active client service reviews to deepen relationships and attain VOC feedback on the service received to feed into relevant forums to drive service enhancement initiatives.

MI and Data Management

Attain all Client Services MI data as required to populate the monthly (and regular) reports to support business and individual performance analysis, using real time data and MI to make changes to resource planning to ensure effective volume management and individual MI to provide appropriate feedback to peers and management to reward good performance and to help manage under-performance.

Management Support

Support the Personal Banking Manager to develop a highly motivated and engaged team as evidenced by EES results; provide side by side coaching and call monitoring with junior peers (Level 7). Act as deputy for the Personal Banking Manager (Telephony), providing support and covering all clerical Manager duties in their absence or as required on an ad-hoc basis, ensuring workflow for all client service channels is managed and allocated appropriately.

Team Leadership

Promote the “uncompromising service” ethos and culture, providing coaching and support to colleagues to bring this to life and lift operational performance. Drive a “right first-time culture”, ensuring team have a clear line of sight to end client and acts as the first point of escalation for junior peers (level 7) taking ownership for handling the client and resolving complex queries and client complaints / incidents within the Client Services team.

Relationship Management

Build and strengthen relationships with IPB customers by intimately understanding the customer and servicing the customer needs appropriately. Undertake pro-active client service reviews to deepen relationships and attain VOC feedback on the service received to feed into relevant forums to drive service enhancement initiatives.

Compliance and Standards

Understand and adhere to all IPB service standards, service charter and service level agreements with internal and external clients. Act as the Operational Risk Champion for Client Services, ensuring the adoption of Ops Risk items into the team’s processes and procedures.

Workflow Allocation

Develop and use a thorough understanding of all CISCO call centre reporting and use this MI to populate forecasting analysis spreadsheets in support of capacity planning across the team., identifying priorities and allocating volumes appropriately across the Client Services team to maximise client experience.

Cross-functional Collaboration

Engage proactively with other departments, keeping up to date with professional reading, completing internal training requirements, attending lunch and learn sessions and pro-actively understanding end to end processes, ensuring personal knowledge is kept up to date and that collaboration skills are able to be effectively used.

Continuous Improvement & Innovation

Support around identification and planning of continuous improvement and innovation initiatives and act as an innovation champion within the Client Services team by encouraging and promoting business changes positively in the team, being involved in the change and innovation process and driving and promoting change ideas, seen through volume of total ideas submitted.

Project Management

Provide understanding and insight to projects impacting on the IPB Client Services Team and maintain involvement in the creation of UAT scenarios and the testing thereafter; Provide insight in terms of the end to end processes to support understanding and formalise the change impact assessment for the team; Provide input around adaptation and communication of changes.

Change Management

Adopt a positive attitude to change and be part of the team’s engagement to ensure a positive adoption of change related project outputs.

Sales Through Service

Reviews existing client products (reactively) to determine cross sell opportunities and advise of new products to create ‘stickiness’ through portfolio diversification; Pro-actively contact target clients (determined by existing pipeline and ‘hot leads’ from MI Team) to advise of current structure deposits, and attain cross sales into these term products, contributing to the team’s overall sales and profitability targets.

 

 

Preferred Qualification and Experience

    • 5 GCSE's - Minimum grade C 
    • A Levels in English and Maths 
  • Either hold or be willing to work towards a relevant financial qualification – such as CII or BAA 
  • Must have experience of working in a contact centre 
  • Experience in a similar banking/financial or relationship management role
  • Demonstrable leadership experience in a Team Leader/ Manager role 

Knowledge/Technical Skills/Expertise

Technical Competencies

Technical competency 1

Competency Label: Handling difficult calls

Competency Description: Is able to diffuse difficult situations in order to address customers problems effectively.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 2

Competency Label: Contact Centre Customer Relationship Management

Competency Description: Able to build rapport with customers using the telephone and email as medium and provide customers with quality service.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 3

Competency Label: Query Resolution

Competency Description: The ability to handles queries effectively and formulate appropriate responses.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 4

Competency Label: Active Listening

Competency Description: The ability to question, probe and determine all the information required in order to resolve enquiries from customers.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 5

Competency Label: Verbal Communication

Competency Description: The ability to use language in a business context to clearly express ideas and transfer concepts to others.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 6

Competency Label: Workflow Management

Competency Description: The ability to analyse call volumes and call routing in order to determine workforce deployment and flow of calls.

Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 7

Competency Label: Telephone Caller Handling

Competency Description: Able to solve problems and queries and make suggestions, related to product or service delivery across multiple query/product types in conversational manner. Ability to hold a conversation, use telephone and the system simultaneously (multi-tasking) while adapting communication style. Can ask open ended questions, listen and take time to ensure understanding and clarity. The ability to organise thoughts, summarise, frame and simplify the conversation.

Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others

About the Company

Standard Bank