Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars – Corporate and Investment Banking, Personal and Business Banking and Wealth Management.
Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nigeria with that of IBTC Chartered Bank PLC. Stanbic IBTC Bank is a major financial service provider engaged in personal banking, business banking, credit cards, corporate banking, non-interest banking and wealth and investment banking in Nigeria.
We offer all our clients a wide range of personal & commercial banking products through over 180 branches spread across every state in Nigeria and our online banking platforms.
We offer current, savings, and domiciliary accounts; personal loans, vehicle and asset finance; MasterCard debit cards, Visa credit cards; home loans; internet banking; small and medium scale enterprise (SME) loans and the award-winning *909# MobileMoney.
We cater for both individuals and businesses through carefully designed retail and business banking products. We also offer self-service channels powered by sophisticated technology to bring convenient banking to customers.
Our clients can also get custodial services through Stanbic Nominees Nigeria Limited, our custody arm and non-pension asset custodian, acting in a nominee capacity for clients’ transactions in securities and other investments.
We are a key player in financial inclusion and are poised to take banking to the doorsteps of our customers; taking care of the banking needs of different categories of persons and businesses.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