Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa’s financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Job Title: Supervisor, Card Experience

Job Ref ID:  80448718A-0001
Location: Ilupeju Industrial Avenue, Lagos
Job Type: Full-time
Business Segment:  Personal & Private Banking

Description

• The Supervisor, Card Experience is responsible for overseeing day-to-day card related customer support and operations, ensuring seamless delivery of debit, credit and prepaid card services.
• The role focuses on service quality, regulatory compliance, issue resolution, and continuous improvement of card holder experience across channels.
• The Supervisor will oversee the daily operations of the Card Experience Consultants, ensuring efficient and effective handling of card enquiries, transactions, and complaints.

Key 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.

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.

Additional Information:
Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Meeting Timescales
• Producing Output
• Showing Composure
• Understanding People

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling

Application Closing Date
Not Specified.