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Seniority (Business, strategic management)
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Stanbic IBTC Bank
Financial Services
Description
Qualifications
- Bachelor’s degree in business, Finance, Economics or a related field.
Experience Required
- 4 - 7 years’ work experience, preferably in Bank or Fintech.
- Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech
- Prior supervisory or team-lead experience is an advantage.
Responsibilities
- Supervise Card Experience Consultants handling card-related requests and complaints.
- Track recurring card issues and recommend process or system improvements.
- Monitor call quality, process adherence, and resolution accuracy.
- Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.
- Ensure achievements of KPIs such as AHT, FCR, and CSAT.
- Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
- Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.
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