Full-Time Standard Chartered Bank Nigeria: Cluster Head, Service Delivery

1.All activities currently performed under the ambit of Service Quality & Re-engineering
2. First line of defence under the Unit Operational Risk Manager (UORM) structure
3. All activities currently performed by the Business Money Laundering Prevention Officer (BMLPO) where available, and future activities that are designed to be performed by CDD Operations, which is a newly created utility in country

Service Quality
Accountabilities
1.Oversee the effective resolution of complaints
2.Obtain Voice of Customer data and using that data drive process improvements and service culture improvements

Outcomes
1.NPS Scores – Best in class in the market at an overall level, and at product / channel / segment level
2.Satisfaction Scores for channels
3.Achieve targets on all Complaint Management Metrics

Re-engineering
Accountabilities
1.Design, development and deployment of processes taking into account customer experience, frontline effectiveness, operational risk & costs
2.Using Voice of Customer data & complaint data, ensure a prioritized list of areas for process improvement is always available and work off that list to drive process improvements
3.Work with Channels, Products and Segments on the digitization agenda
4.Work with CB Head and other functions on the standardization agenda

Outcomes
1.NPS scores
2.Best in class competitive Turnaround Time across identified processes
3.At least 2 material process changes to be rolled out every year and at least 4 minor process changes that improve customer experience to be rolled out every six months – processes that visibly improve customer & frontline experience
4.Digitization – Increase Straight Through Processing and percentage of applications sourced via the Internet
5.Standardization – Focus on rationalization of product and product codes

CDD Operations
Accountabilities
1.Develops and manages a sustainable and scalable CDD operations capability
2.Accountable for implementation and continued compliance with policies, procedures and risk control requirements through application of consistent group practices
3. Leads implementation of policies and procedures end to end for the country ensuring consistency with global Group standards and ensures these are, and remain,  firmly embedded
4.Assures AML CDD risk management through testing of AML related BKCSAs  ensures compilation, review and distribution of M.I, reports and escalates exceptions and tracks to closure

Outcomes
1.Satisfactory audit results
2.Assurance that all controls for AML CDD are in place
3.Cost of control is effectively reduced year on year without compromising controls

Unit Operational Risk Management
Accountabilities
1.Custodian of the first line of defence
2.Effectiveness utilisation of resources doing activities related to first line of defence across the business
3.Early identification and resolution of risks in the business

Outcomes
1.Satisfactory audit results
2.Reduced operational losses

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.