Team Lead, Contact Centre

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

• The Team lead Contact Center is to ensure that the team delivers superior customer service to External and Internal clients’ queries and enquiries through various communication channels such as telephone, in areas as providing customers with accurate information on our products and services, their Retirement Savings Accounts and also on other guidelines relating to the industry. The team lead manages, leads and supports a dynamic team in its day to day operation to ensure customer satisfaction and retention (customer loyalty) as well as continuity to improve on the current processes to ensure a world-class service delivery

Minimum of a First Degree. 

Must be able to speak Hausa and Igbo fluently. 

• Excellent knowledge of the dynamics and technical aspects of fund management
• Understanding of policies and procedures; customer services in a first class oriented institution is desirable
• Good analytical/numerical/communication skills
• Excellent use of MS Office applications, and other customer related tools
• Thorough understanding of the Pensions Reforms Act
• Training on providing Excellent Customer Service and Financial Management
• Experience in working among a Solution-Oriented team
• Experience in Customer Care duties and responding to Client Enquiries