Emploi – Kinshasa : Officer, Client & Account Services (STANDARD BANK)
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- Emploi – Kinshasa : Officer, Client & Account Services (STANDARD BANK)
description
OFFRE D’EMPLOI N° 002/SB-RDC/KIN/2021
Titre du poste : Officer, Client & Account Services
Département : CAS (Operations)
Lieu d’affectation : Kinshasa
Type de contrat : CDI assorti d’une période d’essai de 3 mois
A PROPOS DE STANDARD BANK
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.
Nos équipes allient leur connaissance approfondie sur les conditions et déterminants du marché en RDC à l’expertise du Groupe Standard Bank opérant dans les marchés émergeants aux fins de développement des solutions sur mesure répondant aux besoins de la clientèle.
I. JOB DESCRIPTION
Links to structures | |
Job function* | Business Support |
Job family* | Operations Business Support |
Job reports to* | Team Leader, Client & Account Services |
Career type* | Functional/Specialist |
Contribution | |
Level of work* | 1 – Front Line Service and Administration |
Job purpose description* | To provide an effective customer enquiry and query resolution service by interacting in a professional, friendly manner with internal as well as external clients. |
Job criticality | Operationally Critical |
Key responsibilities* | |
Output group 1* | Attend to query resolution |
Outputs and measures* |
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Output group 2* | Provide business specific resolution |
Outputs and measures* |
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Output group 3* | Ensure service fulfilment (Utility) |
Outputs and measures* |
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Output group 4* | Maintain quality assurance analysis |
Outputs and measures* |
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Output group 5* | Attend to client Onboarding and document control & verification |
Outputs and measures* |
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Output group 6* | Action signature mandates and account opening/closing |
Outputs and measures * |
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Output group 7* | Attend to Internet Banking, BOL Onboarding and BOL 1st line Support |
Outputs and measures |
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Output group 8* | Routing of customer instructions |
Outputs and measures |
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II. REQUIREMENTS | |
Qualifications | |
Formal minimum qualification 1* | Type of qualification: Higher Certificate Field of study: Business Commerce |
Experience | |
Experience required 1*
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Job Function: Business Support Job Family: Operations Business Support Years: 3-4 Years Experience Description: Minimum 2-4 years customer and account servicing experience in the financial services sector. |
Behavioural Competencies | |
Behavioural competency 1* | Competency Label: Checking Details Competency Description: This competency is concerned with the careful checking and confirmation of details in a task. Another behaviour associated with the “Checking Details” competency is being accurate. Being accurate requires individuals to have a strong quality orientation as well as to be thorough and detailed in their approach when completing tasks in order to avoid making mistakes. |
Behavioural competency 2* | Competency Label: Meeting Timescales Competency Description: This competency involves individuals adhering to time scales and meeting deadlines. The focus is therefore on being reliable at completing tasks and being punctual. |
Behavioural competency 3 | Competency Label: Following Procedures Competency Description: The important behaviours associated with “Following Procedures” in the organisation include adhering to rules, following instructions and being risk averse. |
Behavioural competency 4 | Competency Label: Upholding Standards Competency Description: “Upholding Standards” within the organisation is important for ensuring that high quality products and services are provided as well as for ensuring that trust is created and maintained. Individuals need to focus on developing proper and discreet behaviour and to honour their commitments in order to be effective at demonstrating this competency. |
Behavioural competency 5 | Competency Label: Completing Tasks Competency Description: This competency is about completing tasks and projects in a structured manner by employing effective planning and prioritising skills. Once tasks have been planned and priorities have been set, individuals also need to be able to manage the project or task to completion in order to demonstrate effectiveness. |
Technical Competencies | |
Technical competency 1*
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Competency Label: Product Knowledge Competency Description: Knowledge and understanding of the features, benefits and pricing of the products and services on offer to business banking customers. Proficiency Level: BASIC – Applies elementary concepts to develop activities under supervision |
Technical competency 2*
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Competency Label: Processing Competency Description: Understands and applies account application and submission processes and related activities. Proficiency Level: BASIC – Applies elementary concepts to develop activities under supervision |
Technical competency 3*
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Competency Label: Banking Process and Procedures Competency Description: Sound knowledge of the Bank’s laid down policies and procedures as it relates to the processing of customer transactions. Proficiency Level: BASIC – Applies elementary concepts to develop activities under supervision |
Technical competency 4
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Competency Label: Client Servicing Competency Description: The ability to respond to client requirements, queries and complaints and log order entries into relevant company system. Proficiency Level: PROFICIENT – Clear knowledge and application of the concept |
Technical competency 5
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Competency Label: Telephone Caller Handling Competency Description: Able to solve problems and queries and make suggestions, related to product or service delivery across multiple query/product types in conversational manner. Ability to hold a conversation, use telephone and the system simultaneously (multi-tasking) while adapting communication style. Can ask open ended questions, listen and take time to ensure understanding and clarity. The ability to organise thoughts, summarise, frame and simplify the conversation. Proficiency Level: PROFICIENT – Clear knowledge and application of the concept |
Additional Job Dimensions | |
Business accountability: Impact on end result* | Shared – Jointly accountable with peers in our outside immediate department
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Financial accountability* | Type of Budget: No Budget Managed |
Internal relationships*
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Business area: CIB Operations Job: Broader Team within Operations Nature of relationship: Provide and receive a service Sphere of influence: Limited to their department only |
External relationships*
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Role type of external contact: Limited external relationships with customers Nature of relationship: Provide customer service Description or examples: Execute on requests as provided by customers |
Accountability for problem solving*
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Degree of guidance received to solve problems: Routine – Standard instructions and close supervision Description or examples: Execute on requests as provided by customers Degree of original thought required to solve problems: Patterned – Similar situations, solution by choice of known processes Description or examples: Execute on requests as provided by customers |
Accountability for planning of activities* | Specific tasks are performed
Description or examples: Execute on requests as provided by customers |
Discretion allowed for decision making* | Controlled – Existing work instructions and established routine
Description or examples: Execute on requests as provided by customers |
Work environment* | Working Conditions: Shift Work may be required Physical Requirements: Open plan office |
III. COMMENT POSTULER?
Les personnes intéressées sont priées d’adresser leurs candidatures par e-mail à l’adresse électronique [email protected] 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 Français et 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. Les candidatures féminines sont vivement encouragées.
La date de clôture pour la réception des candidatures est fixée au vendredi 17 septembre 2021 à 17h00’.
La Direction des Ressources Humaines