JOB SUMMARY The Post Holder will deliver efficient and effective customer service at each Branch through the use of approved policy and procedure, agreed service and product SLA as well as strict adherence to defined regulatory framework, ensuring profitable business with minimum risk at the Branches.
JOB RESPONSIBILITIES: -Oversee, Coordinate, Direct and giveGuidance to the Customer Service Function across all Branches of the Bank. -Lead the Bank’s Customer Service Officers by building, empowering and providing them with required customer service skills to sustain the current and future Bank growth (Identify and address staff training and coaching needs) -Ensure full understanding of all Bank products features and benefits and ensure product knowledge by all Branch Operations staff. -Clearly defining the Bank’s customerservice standards and SLA with Customers and achieving all agreed SLA deliverables to our Clients -Develop and implement customer service policies and procedures. - Direct the daily operations of the customer service team -Plan, prioritize and delegate work tasks to ensure proper functioning of the department - Ensure the necessary resources and tools are available for quality -customer service delivery -Monitor accuracy of reporting and data base information -Analyze relevant data to determine customer service outputs
QUALIFICATION AND EXPERIENCE A minimum of HND or BSC in Business,Banking, Finance, Accounting, Economics, and/or related fields with numeratecoursework. Master degree will be added advantage Minimum of 4yrs experience as acustomer service manager in a financial institution. 2 years in supervisory position In-depth knowledge of customerservice principles and practices Proficiency in CRM systems Communication and Presentation Coaching Skills Performance Management Complaint management Planning and Organisational skills