JOB DETAILS:

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