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.
To actively moderate, monitor & manage reputational risk across the Banks Social Media platforms. To explore product/sales opportunities & assists with fulfilment of such opportunities including Adoption and retaining clients at risk of attrition. To actively engage clients coming through priority queue and resolves general queries and Executive complaints coming through social media Priority queue. To own & resolve any queries or complaints including high risk nature complaints on social media.
Job Responsibilities
- Develop and implement marketing programmes that target specific channels to promote the brand product offerings.
- Responsible for planning, implementing, managing and monitoring Stanbic IBTC’s brand across all available channels in order to increase awareness, sales and customer retention.
- Identify opportunities to improve the digital platform processes, documentation, templates and outputs in line with business requirements.
- Co-ordinate social content across multiple social communities and teams across all our business units.
- Collect customer data and analyse interaction and visits, and use this information to create comprehensive reports and improve future marketing strategies and campaigns.
- Coordinate the interaction between the stakeholders responsible for sub-projects of a Digital Marketing campaign.
- Translate approved digital media strategies into feasible digital marketing plans and activities and coordinate the implementation thereof within a multi-functional team.
Qualifications
Experience
- 1-2 years experience in brand management and customer engagement on social media platforms. Exposure to Salesforce. Experience in business writing.
- 2-4 years experience in Client experience Management. Experience in dealing with customer queries and complaints within a financial institution.
Behavioural Competencies:
- Articulating Information
- Checking Things
- Convincing People
- Developing Expertise
- Directing People
- Establishing Rapport
- Examining Information
- Following Procedures
- Making Decisions
- Taking Action
- Team Working
- Upholding Standards
Technical Competencies:
- Active Listening
- Difficult Calls Management
- Query Resolution
- Telephone Caller Handling
- Verbal Communication
Method of Application
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