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Standard Bank Group

Runs banking and financial services across Africa

Client Services Manager

Customer SupportConfirmed live in the last 24 hours
Full-timeLuanda, AngolaNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree (Licenciatura) in Management and Commerce is required.
  • Five to seven years of experience in service management and operations is required.
  • Five to seven years of experience establishing constructive internal relationships to continuously improve the customer experience is required.
  • Five to seven years of experience managing relationships with multiple internal stakeholders to advance business operations is required.
  • Five to seven years of experience resolving complex customer-service issues and engaging multiple internal and external stakeholders is required.
  • Specialized general customer-service and/or support skills, with advanced technical experience, are required.
  • Required behavioral competencies include developing expertise, leading people, adapting to change, analyzing information, exploring possibilities, generating ideas, interacting with people, interpreting data, making decisions, managing tasks, resolving conflicts, and maintaining standards.
  • Required technical competencies include active listening, customer service, and issue resolution.

Responsibilities

  • Coordinate and lead customer-service operations in a Tier II country, enabling the team to improve operational performance, efficiency, and productivity and meet world-class operating standards.
  • Oversee escalated customer requests and inquiries that require investigation beyond normal procedures; verify authority and protect customer account information and operations.
  • Identify trends and gaps to optimize processes and improve customer verification efficiency.
  • Lead prioritization and resolution of inquiries and complaints to meet agreed targets and mitigate risk and financial loss.
  • Analyze geographic trends and collaborate with teams on sustainable solutions, ensuring issues, resolution steps, and communications or feedback are recorded in line with relevant service-level agreements.
  • Manage delivery of service requests, inquiries, compliments, and complaints; identify improvement opportunities; and guide the team in resolving escalations within agreed service levels while maintaining customer satisfaction and minimizing risk and losses.
  • Guide investigation and resolution of escalated inquiries and complaints, analyze geographic trends, optimize responses, reduce repeat escalations, prevent similar future incidents, and identify opportunities for continuous improvement.
  • Manage resolution of escalated issues, monitor resolution performance, and engage relevant stakeholders and processing teams to remove blockers, facilitate resolution within service-level agreements, and prevent reputational risk and losses.
  • Identify recurring customer-service delivery issues, recommend and implement preventive or corrective solutions, engage cross-functional teams, and monitor approved corrective actions to improve service levels.
  • Keep up to date with relevant internal and external developments and contribute to innovative improvements.
  • Engage and build relationships with key customers, communicate trends, answer questions, understand their needs, and consolidate customer information to identify geographic-level experience improvements.
  • Ensure consistent application of approved controls, policies, processes, procedures, and work instructions; monitor risk and regulatory developments and align Customer Services controls and policies accordingly.
  • Identify, assess, and manage risk incidents; record incident reports and ensure appropriate corrective and preventive actions are implemented; escalate irregularities to the line manager and Risk Officer as appropriate.
  • Consolidate, evaluate, and report geographic-level management information to provide insights, identify customer needs, inform risk mitigation, and identify improvement opportunities.
  • Build and maintain partnerships with relevant stakeholders to resolve customer cases, provide insights, guide the geographic value chain, and ensure services meet agreed standards and frameworks.
  • Develop partnerships with key external stakeholders through networking and proactive engagement on customer-service management issues to maintain service standards and strategic customers.
  • Lead and manage Customer Services operations and a team to achieve defined performance, efficiency, productivity, quality, and service goals.
  • Maximize functional productivity through workforce management, appropriate operating models, ways of working, response times, productivity metrics, and monitoring tools.
  • Implement output-validation capability to monitor work quality and minimize errors and rework.
  • Manage team and individual performance by setting goals, measuring performance, and coaching and developing team members.

About the Company

Standard Bank Group

Runs banking and financial services across Africa

Standard Bank Group operates banking, insurance and investment businesses focused on Africa, serving individuals, families, businesses and institutional clients. Its services cover everyday accounts and payments, savings and lending, business finance, corporate transactions and investment banking. The group also manages insurance, asset management and wealth offerings that support clients through different financial needs and stages of life. Local banking operations connect with international centres and offshore hubs to support cross-border activity, trade and access to financial markets. Founded in 1862, the group is headquartered in Johannesburg, Gauteng, South Africa.

Company size
10,001+
Company stage
Not listed
Total funding
Not listed
Headquarters
Johannesburg, South Africa
Founded
1862

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