JOB DETAILS:
Reports to: Head of Marketing, Communications & Public Relations
Department: Marketing Department
Job Summary: Responsible for managing the entire  customer service function across the Bank, ensuring high quality and effective end-to-end customer experience

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.