OFFRE D’EMPLOI N° 008/SB-RDC/KIN/2019
TITRE DU POSTE : Manager, Client & Account Services
DEPARTEMENT : CAS (Operations)
LIEU D’AFFECTATION : Kinshasa
TYPE DE CONTRAT : CDI assorti d’une période d’essai de 6 moi
A PROPOS DE STANDARD BANK |
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Standard Bank RDC fait partie du plus grand groupe bancaire de l’Afrique en termes de capitalisation boursière dont le siège se situé à Johannesburg. Présente dans 38 pays dont 18 en Afrique, c’est depuis 1992 qu’elle opère au Congo à la suite de l’acquisition d’ANZ Grindlays Zaire qui existait dans le pays depuis 1973. Standard Bank RDC offre une gamme variée de produits et services par le truchement de ses diverses branches à travers la RDC via un réseau des intermédiaires (banques correspondantes). Nous avons développé une expertise dans la prestation des services liés aux besoins des entreprises minières, multinationales, Nations-Unies et autres organisations internationales opérant en République Démocratique du Congo. |
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I. JOB DESCRIPTION |
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Links to structures |
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Job function* |
Business Support |
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Job family* |
Operations Business Support |
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Job reports to* |
Head, Operations |
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Career type* |
Line/Managerial |
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Contribution |
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Level of work* |
3 – Managerial |
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Job purpose description* |
To manage and enable Client Services by developing and implementing a comprehensive strategy aligned to the business strategy, goals and objectives through 1) managing and leading an effective team to ensure that client requests and queries are actioned by the query resolution teams within agreed turnaround times aligned, 2) working with the ombudsman or equivalent where applicable in order to achieve optimal resolutions of queries, in order to achieve business objectives in line with Global Operations and the Bank’s strategy, vision and values and 3) providing support service to the business segment with regard to client onboarding, profile creation, new account processing and account maintenance |
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Job criticality |
Operationally Critical |
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Key responsibilities* |
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Output group 1* |
Ensure strategic execution |
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Outputs and measures* |
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Output group 2* |
Partner with customer and business to improve relationships |
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Outputs and measures* |
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Output group 3* |
Maintain Customer service |
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Outputs and measures* |
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Output group 4* |
Conduct Client On-Boarding and Account Services |
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Outputs and measures* |
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Output group 5* |
Ensure cost management |
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Outputs and measures* |
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Output group 6* |
Ensure Effective resource utilisation |
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Outputs and measures* |
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Output group 7* |
Management of people resources |
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Outputs and measures* |
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Output group 8* |
Ensure operational performance |
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Outputs and measures |
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Output group 9* |
Improve on business controls |
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Outputs and measures |
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II. REQUIREMENTS |
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Qualifications |
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Formal minimum qualification 1* |
Type of qualification: Honours Degree |
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Experience |
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Experience required 1*
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Job Function: Business Support |
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Behavioural Competencies |
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Behavioural Competency 1* |
Competency Label: Providing Insights |
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Behavioural Competency 2* |
Competency Label: Team Working |
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Behavioural Competency 3 |
Competency Label: Developing Strategies |
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Behavioural Competency 4 |
Competency Label: Meeting Timescales |
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Behavioural Competency 5
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Competency Label: Establishing Rapport |
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Behavioural Competency 5
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Competency Label: Following Procedures |
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Technical Competencies |
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Technical Competency 1*
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Competency Label: Business Administration Skills Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others |
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Technical Competency 2
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Competency Label: Written Communication Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others |
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Technical Competency 3
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Competency Label: Business Acumen Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others |
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Technical Competency 4
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Competency Label: Customer Understanding Proficiency Level: ADVANCED - Mastered the concept, able to act independently, provides guidance and training to others |
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Leadership Competencies (for jobs in Levels of Work 3 to 7) |
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Leadership Competency 1 |
Competency Label: Customer and Client Focused Innovation Proficiency Level Description |
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Leadership Competency 2 |
Competency Label: Leading Courageously Proficiency Level Description: 3 Has confidence to bring conflict into the open to be resolved; Is able to confront others (peers, boss, etc.) or brings disagreement into the open with the purpose of resolving it, landing on a decision, to ensure action. Is open and honest when communicating with others (“straight talk”). Challenges popular values, decisions and opinions to ensure that actions are taken in the Bank’s best interest. Takes action in defiance of corporate rules and procedures for the greater good of the business and its stakeholders. Accepts personal risks and/or consequences of failure and persist in the face of opposition or fear. |
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Leadership Competency 3 |
Competency Label: Driving Delivery of Results Proficiency Level Description: 3 Makes decisions and takes action to achieve a challenging goal; Sets challenging goals that will have a significant impact on the business or support the organisational strategy. The challenging goal might be related to the speed of execution or implementation. Commits significant resources and/or time to reach a challenging goal, while also taking action to mitigate risk. |
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Leadership Competency 4 |
Competency Label: Holding People Accountable Competency Description Proficiency Level Description: 4 Makes tough performance decisions; Dismisses a team member when they act against organisational values or they continuously under-perform, not having responded to previous clear expectations, feedback and action. |
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Leadership Competency 5 |
Competency Label: Growing Capability Proficiency Level Description: 2 Grows capability by providing balanced developmental feedback; Provides ongoing feedback to individuals with the purpose of reinforcing their positive attributes and discussing areas of development. Gives positive feedback and praise explicitly stating what the individual has done well and how this assists the team/the organisation. Tolerates well-intended mistakes and treats them as learning opportunities for that person and for the team. |
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Additional Job Dimensions |
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Typical direct reports for this job* |
Job Family: Business Support |
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Indirect reports |
Job Family: Click here to enter text. |
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Financial accountability* |
Type of Budget: No Budget Managed |
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Internal relationships* |
Business area: Operations |
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External relationships* |
Role type of external contact: Customers, Industry Groups and Centre Teams |
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Accountability for problem solving* |
Degree of guidance received to solve problems: Description or examples: Degree of original thought required to solve problems: Variable - Differing situations within boundaries of experience Description or examples: Provide customer services support and execution on requests |
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Accountability for planning of activities* |
Specific tasks are performed Description or examples: Provide customer services support and execution on requests |
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Discretion allowed for decision making* |
Controlled - Existing work instructions and established routine Description or examples: Provide customer services support and execution on requests |
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Work environment*
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Working Conditions: Regular overtime may be required |
III. COMMENT POSTULER?
Les personnes intéressées sont priées d’adresser leurs candidatures par e-mail à l’adresse électronique info@standardbank.cd en reprenant l’intitulé du poste en objet de leur e-mail.Les dossiers comprendront uniquement une lettre de motivation ainsi qu’un Curriculum Vitae détaillé à jour (en anglais) renseignant les numéros de téléphone et adresses e-mails d’au moins trois personnes de référence.
Seuls les candidats de nationalité congolaise remplissant les critères susmentionnés seront considérés pour la suite du processus.
La date de clôture pour la réception des candidatures est fixée au vendredi 13 septembre 2019 à 17h00’.
La Direction des Ressources Humaines
OFFRE D'EMPLOI
Ils nous font confiance