Vacancy – Head Customer Experience

Our client is looking for a dynamic and driven individual to join the team of a leading

commercial bank. This renowned financial institution offers a range of innovative

banking solutions and is looking for professionals who are passionate about the

financial sector and eager to contribute to a forward-thinking, growth-oriented

environment.

Position: Head – Customer Service

Report to: Managing Director

Job Summary:

This is a Senior Management position whose holder should be a service professional

responsible for providing the necessary support to the Unit Heads in ensuring that

customer relationships are developed and maintained. This entails documenting and

following up the provision of excellent financial products and services that add value

to the customer while minimizing cost and risk to the bank.

Key Result Areas:

1. Open and review customer account opening documents for completeness and

recommend approval.

2. Promptly attend to customer complaints, correspondences and enquiries to

foster good customer / bank relationship.

3. Enlighten customers on different products and services of the bank.

4. Receive, process customer requests for cheque books and forward Visa

applications to appropriate unit

5. Receive and process customer requests for foreign exchange transactions,

standing orders, E-banking services such as Gens, internet banking, GAPS,

statement by email etc.

6. Provide units/ branches with customer related information.

7. Monitor and review status of customer’s accounts and follow up with

regularization of these accounts. (E.g. customer account update on BASIS etc).

8. Maintaining and resolving accounts with documentation lapses. (Deferral

Notification).

9. Assisting customers in filling treasury bills, fixed deposit forms, and forwarding

it to the processing unit.

10. Develop and nurture strategic relationship with the customers to ensure that

strategic and business objectives of the bank are achieved.

11. Promptly attend to customer’s complaint, correspondences and enquiries to

foster good customer/ bank relationship.

12. Ensure that good relationships are maintained with existing customers and help

to formulate strategies to continually develop, penetrate new markets and

establish relationship with new customers.

13. Follow up on processing of Customers’ request with other units of the bank.

Job Specifications & Competencies

• Strong banking knowledge and comprehensive technical customer service

and relationship management skills

• Experience of managing teams across the functions outlined under the

key accountabilities

• Strong written and oral communication abilities

• Ability to present complex analytical concepts to all levels of the business

• Good presentation and report writing skills

• Ability to solve problems that have a business wide impact focusing on integrating

disparate information sources and committing to strategic action based on

various scenarios.

• Ability to draw out key messages and see patterns to identify future trends.

• Shows awareness of goals and quality standards. Follows through to ensure that

quality and productivity standards are met.

• Anticipates the internal customer’s needs and devises innovative ways to

address them.

• Makes informed decisions, solves problems and/or generate new

ideas/solutions.

Education Requirements, Skills and Experience

• Relevant Degree from a recognized University.

Desired work experience:

• A minimum of proven 10 years’ experience, with at least five (5) years in middle

level management in Customer Service/Experience.

Please share cv to jobs@ezer-consult.com

Only Shortlisted candidates will be contacted