• Competitive
  • Gaborone, South East, Botswana
  • Permanent, Full time
  • Standard Chartered Bank
  • 2019-06-20

Head, Client Centre

  • Location: Gaborone, South East, Botswana
  • Salary: Competitive
  • Job Type: Full time

Head, Client Centre

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities
Ensure responses to all inquiries / feedback are given within set service quality standards.
To provide guidance and information on strategy.
Ensure Contact Centre KPIs are met/exceeded
Ensure robust use of ORMA toolkits
Ensure escalation to SD BORG on pertinent issues
Ensure that all staff members of the Centre are aware of the Group Policy and Standards of compliance and prevention as per relevant local statutory requirements, and procedures and controls are in place and followed by all staff
Oversee and ensure customer management, sales and service processes at the centre meet standards and are in compliance to regulatory and risk related requirements.
No more than 1 High Risk Issue on UORM checks or audit
Ensure that organization structure and development activity is appropriate for the delivery of plans and targets
Provide strong people management leadership through resourcing, retention, performance development and team building.
Plan and review staffing requirements to match workflow of the Centre.
Build and sustain motivated, committed and focused staff in consistently delivering creative, precise and customer-focused service by continual career development, coaching and training of staff.

Our Ideal Candidate
At least a first degree from a recognized University.
 At least 3 to 5 years working experience at managerial level
 Ability to network across various teams.
 Awareness of contemporary Contact Centre practices
 Good understanding of the competition and the market.
 Ability to effectively segment customer base.
 Good coaching and facilitation skills.
 Ability to manage and lead teams.
 Good interpersonal and communication skills.
 Good knowledge of banking regulations and statutory requirements.

Apply now to join the Bank for those with big career ambitions.