Customer Service Manager

Reports to: Head of Marketing, Communications & Public Relations

Department: Marketing Department

Key Responsibilities:

• Manage key customer service processes, including customer interaction models, complaint management, and performance metrics.
• Benchmark best practices to enhance customer satisfaction and loyalty.
• Oversee compliance with regulatory and risk-related requirements in customer management.
• Develop customer incentive programs to ensure loyalty and high service standards.
• Implement strategies to increase service quality and efficiency.
• Responsible for Customer service trainings and internal staff engagement activities across the bank fostering a culture of service excellence.
• Conduct Customer satisfaction Surveys, Mystery shopping and Net promotor Score surveys.
• Build and motivate a high-performance team.
• Provide leadership in service quality and operational excellence.
• Conduct root cause analysis of customer complaints and develop proactive solutions.
• Monitor business and process metrics to measure customer service effectiveness.
• Assist in product launches and contribute to product improvement through customer feedback analysis.
• Design customer engagement programs to increase Customer Lifetime Value and Scope of Work.

Education.

• A Bachelors’ degree from a recognized university.
• CIM qualification is an added advantage.
• Professional qualification in Customer Service Management or equivalent.

Experience.

• 5 years of working experience in Marketing, Customer Service or Retail environment, with sound exposure to Bank Operations.
• A good track record of accomplishment of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services.

Skills and competencies.

• Technical Competencies:
  Knowledge of banking and business operations.
  Risk management.
  Compliance and regulatory framework.
  Conceptual and analytical skills.

• Behavioral Competencies:
  Results and achievement oriented.
  Personal ethics and integrity.
  Negotiation skills.
  Communication and interpersonal skills.

Interested candidates should send their application letters together with their curriculum vitae to the Head of Human Resources at [email protected] no later than 5 pm, Monday 26st August 2024.