Head; Customer Service
Job Purpose
Lead and oversee the customer service department, support, manage and develop teams to ensure all strategies, targets, objectives and deadlines are achieved.
Main Responsibilities:
Provide information regarding the bank’s products and services to its customers, handle any inquiries and resolve customer complaints, including protecting the bank’s image and contributing to the achievement of the bank’s overall goals and objectives.
Understand the bank’s policies and propose solutions to customer problems, and also possess in-depth knowledge of the company’s products/services so that the customers can be correctly informed.
Develop, manage, monitor and evaluate service quality standards across the bank with the objective of improving the bank’s customer service delivery and implement mechanisms, processes, tools and innovation.
Support and administrate organizational service delivery operation activities and provide efficient communication channels to Chief Retail Banking across the network.
Drive and deliver radical improvement in customer service at the bank; support the launch of new and innovative products and service, which makes the customer’s banking experience easier, faster, and more efficient; embrace and grow our customer-focused and solutions-oriented commitment.
Manage the day-to-day customer service deliverables, including responsibility for service quality, managing risk, efficiency, people and projects within the unit as well as becoming the highest point of contact / escalation for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
Promote delivery of improved customer service throughout the Bank, through coaching, training, service campaigns
Provide splendid customer services to customers in a friendly and courteous manner at all times
Ensure compliance to all the bank’s policies and procedures, code of conduct and regulatory guidelines within the process of discharging duties
Act and inform management on customer service risks which might result into the bank’s reputation (image) damage
Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
Plan and implement service improvement initiatives based on metrics, complaints and Voice of Customers
Build and maintain a supportive organization climate of continuous guidance, coaching and motivating team members; up-skilling through on-the-job training and setting/stretching targets and objectives; and through service audits and the reward and recognition system
Participate in marketing and awareness campaigns in the bank to create an enlarged customer base
Conduct periodical meeting with other managers to discuss possible improvements to customer service in all NMB service touch points.
Identify processes that impede the delivery of customer service and develop action plan on how to improve.
Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
Ensure that customers’ confidential information is properly protected and only used for official purposes.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Channel complex customer complaints and challenges to the right quarters for effective resolution.
Attributes
Leadership and strategic planning skills.
Business acumen.
Excellent communication skills.
Excellent relationship management skills
Excellent negotiation skills and ability to influence people
Strong interpersonal and analytical skills.
Knowledge of banking products and systems.
A result driven personality with willingness and ability to work in a dynamic working environment.
Qualifications and Experience
Holder of an MBA, University Degree or equivalent post graduate qualification in Banking, Finance, Business Administration or Accounting.
Leadership experience of at least 4 years’ in a similar role with experience in customer service management in driving business development and service improvement.