Sterling Bank Plc “Your one-customer bank” is a full service national commercial bank in Nigeria. Sterling Bank is a full service national commercial bank is licensed by the Central Bank of Nigeria (CBN)
In over 50 years of operations, Sterling Bank (formerly NAL Bank) has evolved from the nation’s pre-eminent investment banking institution to a fully-fledged commercial bank; and completed a merger with 4 other banks
Applications are invited from interested and qualified candidates to apply for Jobs at Sterling Bank Plc
Service Measurement And Improvement Officer
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
Job Description:
- To assist in the achievement of excellent customer service by the Bank, through survey data analysis, interpretation, and reporting, in order to improve customer experience.
Accountabilities
- Carry out data collection and analysis for multiple purposes.
- Conduct feedback on services from all customers.
- Generate performance report for strategic processes.
- Implement measurement initiatives in order to ascertain service delivery levels bank-wide
Person Specification / Job Profile
- Provide the best possible solution to problem solving or decision making by conscientiously testing, examining facts, trying different alternatives and careful strategic planning.
- Evaluate situations, calculate, and reduce risk, justify and defend accuracy, give reasons for views and generally provide shrewd judgment in any situation.
- Consider problems as a challenge, collect information relevant to the problem, be disciplined in ascertaining the root cause, identify and develop a practical solution, communicate her findings, and implement action to resolve the problem.
- Develop and comply with the systems, procedures, rules, objectives, and timescales set by the organization and adopt a disciplined approach when undertaking tasks.
- Support others and provide practical knowledge, competence, and expertise.
- Provide simple, practical solutions and complete all assignments thoroughly and timeously.
- Be non-confrontational when handling or involved in conflict situations. To achieve agreed and acceptable standards and timescales, s/he will need to adopt a passive and non-demanding work style.
- The Job Profile indicates that the job holder should be capable of collecting information and imparting it to others. The job occupant whilst being adaptable by nature will be required to ensure strict conformity with rules, systems, and protocol
Qualifications And Requirements:
- First Degree in relevant discipline. Professional qualification would be an added advantage
- Minimum of 1- 2 years’ cognate experience
Head, Personal Banking (Assistant Manager – Deputy Manager)
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
Job Description:
- To develop specific products/initiatives tailored to all individual segments in the Retail space that compete favorably in the marketplace whilst acquiring partnerships that will drive liability and scale up risk asset portfolio; and ensure minimal NPL is maintained and customer satisfaction is optimized.
Accountabilities
- Research on ways/trends to enhance existing liability products. Propose new initiatives/offers that will enhance risk asset and liability generation.
- Identify and select customers for strategic partnerships; come up with new initiatives/propositions to enhance our products and offerings.
- Mitigate income loss through proper balance sheet review.
- Drive reactivation of accounts through digital means and customer engagement.
- Ensure that all relevant policies and procedures are followed according to established guidelines, implement recommended improvements, and recommend changes when necessary.
- Onboard new communities on Specta Basic and merchants on PaywithSpecta.
- Manage relationships directly or indirectly through existing Relationship Managers (RMs); engage RMs and external customers on delinquent loans to reduce the Retail NPL.
- Conduct periodic market competitive analysis
- Ensure all issues/requests sent to the team on CRM are resolved within SLA.
- Define performance goals for team members and monitor/evaluate achievement of such goals.
- Monitor performance of Specta loans.
- Provide business advisory services to customers.
- Engage branches to gain insights into business performance.
- Provide reports on performance of Specta products for MPR.
- Design various campaign strategies to proactively engage customers in order to contribute to the revenue drive of the bank.
Person Specification/Job Profile
- Highly numerate, comfortable analyzing complex financial data.
- Lead the planning, implementation, delivery, and continuous improvement of digital/tech solutions for the organization
- Good Leadership/Managerial Skill
- Capable of executing initiatives in line with the strategic direction.
- Has a proven track record of successfully line managing and developing a team.
- Expert in selling complex, often customized products and services to significant customers.
- Manage a sales department to achieve sales targets over a significant area.
- Demonstrated track record of planning, managing and delivery of complex cross functional projects from conceptualization to launch
- Expert in Critical, design thinking principles and methods
- Expert in analytical and business management skills
- Very good in Product Strategy, Development and Management
- Digital Customer Acquisition and Management
- Customer Industry Awareness
- Customer Lifecycle Management and Strategic Planning
- Very sound in Market Research and Business Intelligence
- Sales & Marketing and Brand Management
Qualifications And Requirements:
- At least 6-8 years of cognate experience in the banking industry
Required Competencies
Functional/Technical Competencies:
- Product Knowledge
- Customer Relationship Management
- Complaint Management
- Customer Identification
- Business Acumen
- Marketing & Sales
- Anti-money Laundering
- Service Level Management
- Documents/ Records Management
- Digitization
- IT appreciation
- Understanding of Extant Guidelines & Regulations
General Competencies:
- Quality Assurance
- Reporting
- Communication Skills
Behavioural Competencies:
- Interpersonal Relations
- Initiative
- Decision Quality & Problem Solving
- Time & Self-Management
Organizational Competencies:
- Attention to Detail (Excellence)
- Continuous Learning
- Drive for Results (Efficiency)
- Customer focus
