Department: Operations Function level: B/C2 Reports to: Relationship Manager – Operations & Customer Experience

Basic Purpose To serve as the branch-level owner of Customer Experience governance, onboarding quality, complaint management, and service performance control, ensuring full compliance with regulatory requirements and internal service standards while driving measurable improvements in branch experience.

Responsibilities or duties

Customer Onboarding Governance

• Supervise onboarding desk to ensure compliance with KYC and account opening procedures.
• Ensure 100% completeness and accuracy of account documentation.
• Ensure adherence to internal controls and regulatory standards.
• Maintain proper custody and filing of onboarding documents.
• Monitor onboarding turnaround times.
• Ensure all necessary stationery is available for customers’ use and is neatly displayed in the branch.
• Floor management.

Complaint & Regulatory Compliance Control

• Ensure all walk-in complaints are logged into CRM same day and assigned reference number.
• Ensure complaints provided via complaints register are logged on to CRM and the register is updated timely.
• Ensure that the bank’s image is always positively maintained through efficient customer service and enhanced relationships with customers (e.g., treating and responding to customers well).
• Compile daily and weekly reports on emerging issues/challenges experienced by both customers and staff around the branch and present them to the immediate supervisor.

Service Performance Monitoring

• Monitor branch waiting time and service turnaround performance.
• Track branch-level customer experience KPIs.
• Present weekly service performance summary to branch leadership.
• Identify systemic service gaps and coordinate corrective action.

Customer Flow & Experience Environment

• Oversee customer flow coordination to minimize waiting time.
• Ensure service environment supports efficient and orderly customer experience.

Feedback & Experience Analytics

• Ensure customer feedback channels are operational.
• Conduct monthly complaint and feedback trend analysis.
• Identify top 3 recurring drivers and implement preventive action and share feedback to HQ.
• Share insights with branch leadership and Customer Experience.

Training & Capability Development

• Conduct periodic service excellence refresh sessions.
• Reinforce complaint handling standards and regulatory awareness.
• Support product knowledge refreshers in coordination with relevant departments.

Digitization & Dormancy

• Promote digital adoption for branch customers.
• Support reactivation of inactive and dormant accounts in coordination with operations.
• Monitor progress of branch digitization campaigns.

CRM Governance

• Ensure 100% CRM utilization for complaints and service interactions.
• Monitor CRM closure timelines and prevent overdue cases.
• Validate accuracy of complaint categorization.
• Escalate systemic data integrity issues.

Branch Look and Feel

• Ensure the banking halls are neat and tidy always.
• Ensure all registers, files and all documents are kept meticulously and in accordance to the bank’s procedure.

Knowledge, Skills, Qualification and Experience

Education

• Bachelor’s Degree from an accredited institution in any related field of study required.

Experience needed

Work Experience

• Minimum of 2–4 years’ experience in branch banking operations, customer service, or relationship management.

Knowledge

• Knowledge of Financial Consumer Protection Regulations and complaint handling frameworks is required.
• Experience in onboarding, KYC processes, and regulatory compliance within banking environment.
• Good knowledge of banking products and services (accounts, deposits, loans, digital banking).
• Awareness of customer satisfaction metrics (NPS, CSAT, turnaround time).
• Basic understanding of risk management and operational controls within the banking environment.

Skills Requirements

• Strong customer service skills with the ability to build and maintain positive customer relationships.
• Ability to analyze customer feedback and identify service gaps or improvement opportunities.
• Skilled in handling customer complaints, queries, and escalations professionally.
• Proficiency in using CRM systems, digital banking platforms, and service tracking tools.

• Supervise onboarding desk to ensure compliance with KYC and account opening procedures.
• Ensure 100% completeness and accuracy of account documentation.
• Ensure adherence to internal controls and regulatory standards.
• Maintain proper custody and filing of onboarding documents.
• Monitor onboarding turnaround times.
• Ensure all necessary stationery is available for customers’ use and is neatly displayed in the branch.
• Floor management.
• Ensure all walk-in complaints are logged into CRM same day and assigned reference number.
• Ensure complaints provided via complaints register are logged on to CRM and the register is updated timely.
• Ensure that the bank’s image is always positively maintained through efficient customer service and enhanced relationships with customers (e.g., treating and responding to customers well).
• Compile daily and weekly reports on emerging issues/challenges experienced by both customers and staff around the branch and present them to the immediate supervisor.
• Monitor branch waiting time and service turnaround performance.
• Track branch-level customer experience KPIs.
• Present weekly service performance summary to branch leadership.
• Identify systemic service gaps and coordinate corrective action.
• Oversee customer flow coordination to minimize waiting time.
• Ensure service environment supports efficient and orderly customer experience.
• Ensure customer feedback channels are operational.
• Conduct monthly complaint and feedback trend analysis.
• Identify top 3 recurring drivers and implement preventive action and share feedback to HQ.
• Share insights with branch leadership and Customer Experience.
• Conduct periodic service excellence refresh sessions.
• Reinforce complaint handling standards and regulatory awareness.
• Support product knowledge refreshers in coordination with relevant departments.
• Promote digital adoption for branch customers.
• Support reactivation of inactive and dormant accounts in coordination with operations.
• Monitor progress of branch digitization campaigns.
• Ensure 100% CRM utilization for complaints and service interactions.
• Monitor CRM closure timelines and prevent overdue cases.
• Validate accuracy of complaint categorization.
• Escalate systemic data integrity issues.
• Ensure the banking halls are neat and tidy always.
• Ensure all registers, files and all documents are kept meticulously and in accordance to the bank’s procedure.

• Strong customer service skills with the ability to build and maintain positive customer relationships.
• Ability to analyze customer feedback and identify service gaps or improvement opportunities.
• Skilled in handling customer complaints, queries, and escalations professionally.
• Proficiency in using CRM systems, digital banking platforms, and service tracking tools.

• Bachelor’s Degree from an accredited institution in any related field of study required.
• Minimum of 2–4 years’ experience in branch banking operations, customer service, or relationship management.
• Knowledge of Financial Consumer Protection Regulations and complaint handling frameworks is required.
• Experience in onboarding, KYC processes, and regulatory compliance within banking environment.
• Good knowledge of banking products and services (accounts, deposits, loans, digital banking).
• Awareness of customer satisfaction metrics (NPS, CSAT, turnaround time).
• Basic understanding of risk management and operational controls within the banking environment.