Corporate Retail Client Service

2 weeks ago

London, Greater London, United Kingdom Ghana International Bank Full time

Department:
Corporate & Retail Client Service

Accountable to:
General Manager Banking Services, Head/Deputy Head, Corporate & Retail Client Service

Main Purpose of the Role


In this unique position, you will play a dual role, overseeing daily branch operations while also acting as a dedicated point of contact for customer complaints.

You will leverage your strong leadership skills to ensure the team delivers exceptional customer service, while also possessing the empathy and problem-solving abilities to effectively manage customer concerns.


Key Result Areas:

  • Supervise for Head/Deputy Head of department.
  • Preventing departmental wastage of resources
  • Ensuring strict adherence to all policy guidelines
  • Contribute to the implementation of the Bank's strategy by supporting Head/Deputy Head in meeting KPI targets owned by the department as per the Enterprise Score Card.
  • Supporting Head/Deputy Head in achieving targets
  • Ensuring positive outcome for customers
  • Conducting surveys and analysing results to put in place the right products for customers

Communications

  • Retail & Business Banking
  • Customer Onboarding Department
  • Transaction Monitoring Department
  • Payment Services
  • Compliance Department
  • To liaise with the Complaints Handling where necessary to ensure complaints are recorded followed through, mitigated, and resolved.

Key Responsibilities / Accountabilities

Supervision:

  • Lead, motivate, and coach a team of bank tellers and customer service representatives.
  • Delegate tasks and ensure efficient branch operations, meeting daily targets.
  • Address team member concerns and provide ongoing performance feedback.
  • Maintain a positive and professional work environment.
  • Call over cashiers' entries by COB next working day.
  • FSCS member with a full understanding of actions required to meet a regulatory pass.

Customer Service:

  • Supervise the Customer Service of the bank and ensuring that best practice, policies, and procedures are followed and results in customers being satisfied.

Complaint Handling:

  • Assist the Complaints Manger in dealing with administrative part of complains handling on an agreed schedule with Head/Deputy C&RCS.
  • Actively listen to customer concerns, thoroughly investigate issues, and strive for fair and timely resolutions.
  • Maintain detailed case files and ensure adherence to all bank policies and regulatory
requirements.

  • Identify trends in complaints to propose improvements to internal processes and prevent future issues.

General:

  • Maintain a deep understanding of all bank products and services.
  • Uphold the highest standards of customer service and ensure a positive banking
experience.

  • Perform other duties as assigned by the Head/ Deputy Head of department.

Projects:

  • Any projects requested by the Head/ Deputy Head/or GM banking Services

Person Specification

Skills & Capabilities:

  • High level of numeracy, numerical reasoning, and numerical analysis skill
  • Skills in setting and implementing a customer experience best practice road map
  • Able to manage day to day business challenges, profit, and loss, whilst not losing sight of the longterm strategic goals

Knowledge

  • Good knowledge of the Bank's enterprise objective in line with the Vision and Mission of the Bank. To keep abreast of trends in the banking industry UK and Ghana
  • Complete knowledge and clear understanding of bank's policy / procedures and operating systems
  • Awareness and appreciation of bank's product offering
  • Know Your Customer (KYC) and Anti Money Laundering (AML) policies of the bank, Customer Duty expectations (Fair Outcomes / Fair Value Assessment)

Experience
Skills/Qualifications/Experience

  • Minimum of 23 years of experience in a supervisory role, preferably within a financial service
setting.

  • Proven experience in effectively resolving customer complaints.
  • Excellent communication, interpersonal, and problemsolving skills.
  • Strong leadership abilities with a coaching mentality.
  • Indepth knowledge of banking products and regulations is a plus.
  • Ability to work independently and as part of a team.

IT Skills
Proficient use of Microsoft Office Applications

  • T24 Core Banking System
  • WorkSmart
  • WILF (FSCS)
  • DSX
  • NatWest Bankline
  • NatWest Payment Service Handling
  • Complaints

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