The role is responsible for addressing customer service-related issues at all the bank branches and working with the customer experience team in identifying the root cause of complaints for non-recurrence.
The holder of the position is charged with the responsibility of championing Customer Service delivery across the Branch network to ensure a 'wow' experience for our clients and other stakeholders.
Unit: Customer Experience
Reports to: Head of Customer Experience
Department: Customer Experience
Key Responsibilities :
Drive Superior Customer service delivery across all branches by monitoring and enforcing service level agreements and Turn Around Time
Lead Training and development initiatives to empower staff with skills needed to deliver excellent customer experience
Champion digital adoption and cross selling efforts to enhance customer engagement and satisfaction
Review and improve internal processes to elevate customer experience standards
Maintain strong working relationships with stakeholders to ensure timely resolution of customer queries and complaints within set timelines
Ensure compliance with internal and external regulatory standards
Monitor and report on customer feedback and complaints ensuring timely resolution and continuous improvement
Conduct regular branch visits to assess and enhance customer experience and service environment
Drive Utilization of the ticketing system to capture, monitor and track resolution of issues from the branches
Collaborate with Branch Managers, Branch Operations team to maintain service excellence and branch ambiance
Support business development efforts to meet individual and team targets.
Preparation of regulatory reports as scheduled and ensure submission is done in the required time frame
Qualifications, Skills and Experience :
Academic qualifications: University Degree in Business related Field
Professional Qualification: Professional qualification in Customer Experience
Work Experience: 3 years of working experience in a managerial or supervisory role in Customer Experience
