1. PURPOSE OF JOB

Responsible for ensuring the highest level of customer service throughout the Bank.

2. PRINCIPAL ACCOUNTABILITIES

2.1 RESPONSIBILITIES

• Manage the relationship of the customer and bank ensure that needs of the clients are addressed clearly.
• Handle customer issues escalated by customer service representatives.
• Periodically monitor interactions of Customer Service Representatives with customers to ensure quality control, give direction and make recommendations as necessary.
• Meet with employees periodically to discuss progress toward work goals.
• Train, coach and manage all customer service representatives and conduct monthly customer service audits.
• Help solve problems that affect the service, efficiency, and productivity of the front-end.
• Ensure there is establishment of a Corporate Customer Services Function at the Corporate Office.
• Consider our current service levels and target at achieving better turn-around time for the service delivery cycle by looking at industry standards and best practices.
• Identify dependence variables for all the services we offer like systems, procedures, quality of people etc. so as to do a gap analysis of where we are and what we want to achieve.
• Initiate a proposal for top management approval for outsourcing a Customer Satisfaction Survey.
• Identify and train at least one person at every Branch who will head the customer services.
• Simultaneously perform an internal fact finding exercise in order to collect data on the key customer services issues.
• Maintain a database of data for further analysis as an on-going activity until such time when the CRM system can be implemented.
• Recommend and in some cases also undertake trainings and grooming initiatives.
• Liaise with key internal stakeholders to set realistic service benchmarks based on our current capabilities.
• Implement Call Centre.
• Establish our Intranet to facilitate internal communication and services.
• Implement Back Office Operations to improve service levels.
• Carry out research and understand new developments and methodologies for enhancing and improving service quality to our customers.

3. QUALIFICATION AND EXPERIENCE REQUIRED

• University degree in Business Administration or Economics and relevant professional qualifications in banking, finance, or marketing.
• Minimum of 5 years relevant working experience in a similar position.
• Computer literacy and knowledge of new evolving technology systems.

4. COMPETENCY REQUIRED

• Ability to assess customer needs and develop products that suits their needs.
• Self-confident, ambitious, willing to take on challenges.
• High energy level and aggressive.
• Self-motivated, fast learning with a proven ability to work independently under pressure and high efficiency.

• Manage the relationship of the customer and bank ensure that needs of the clients are addressed clearly.
• Handle customer issues escalated by customer service representatives.
• Periodically monitor interactions of Customer Service Representatives with customers to ensure quality control, give direction and make recommendations as necessary.
• Meet with employees periodically to discuss progress toward work goals.
• Train, coach and manage all customer service representatives and conduct monthly customer service audits.
• Help solve problems that affect the service, efficiency, and productivity of the front-end.
• Ensure there is establishment of a Corporate Customer Services Function at the Corporate Office.
• Consider our current service levels and target at achieving better turn-around time for the service delivery cycle by looking at industry standards and best practices.
• Identify dependence variables for all the services we offer like systems, procedures, quality of people etc. so as to do a gap analysis of where we are and what we want to achieve.
• Initiate a proposal for top management approval for outsourcing a Customer Satisfaction Survey.
• Identify and train at least one person at every Branch who will head the customer services.
• Simultaneously perform an internal fact finding exercise in order to collect data on the key customer services issues.
• Maintain a database of data for further analysis as an on-going activity until such time when the CRM system can be implemented.
• Recommend and in some cases also undertake trainings and grooming initiatives.
• Liaise with key internal stakeholders to set realistic service benchmarks based on our current capabilities.
• Implement Call Centre.
• Establish our Intranet to facilitate internal communication and services.
• Implement Back Office Operations to improve service levels.
• Carry out research and understand new developments and methodologies for enhancing and improving service quality to our customers.

• Ability to assess customer needs and develop products that suits their needs.
• Self-confident, ambitious, willing to take on challenges.
• High energy level and aggressive.
• Self-motivated, fast learning with a proven ability to work independently under pressure and high efficiency.
• Computer literacy and knowledge of new evolving technology systems.

• University degree in Business Administration or Economics and relevant professional qualifications in banking, finance, or marketing.