Job description
Job Purpose Summary
The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group.
Essential Duties & Responsibilities by Dimensions
A. Shareholder & Financial:
- Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
- Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
- Implements KPI’s and best practices for Manager, Customer Services
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
B. Customer (Internal & External):
- Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
- Resolves escalated customer complaints and ensures timely resolution of the same
- Aims to increase bank’s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
- Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
C. Internal (Processes, Products, Regulatory):
- Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
- Maintain customer services area files, database, records, registers and logs under control.
- Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
- Coordinate with Tellers on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
- Lead and direct the daily activities for Customer Service unit including, but not limited to;
- checking customers’ applications for different types of products and services,
- checking loan applications and loan agreements before submitting the same for approvals,
- authorizing customers’ signatures,
- authorizing the daily work of the customer services staff,
- following up dormant accounts especially debit accounts,
- preparing management reports such as monthly opened/closed accounts.
- Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks
- Continuous Improvement:
- Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
- Identify and encourage people to adopt practices better than the industry standard.
- Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
- Encourage, solicit and reward innovative ideas even in day-to-day issues.
D. Learning & Knowledge:
- Identify related areas for professional development of self and others.
- Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.
- Ensures CSO's, Associate customer services, Senior Associate Customer services in the branch are trained with all the process related to customer service within specified TAT
Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
- Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.
- Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.
- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.
- Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.
Education and Experience Requirements
- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
- At least 6 years of relevant experience, preferably within a highly rated international bank.
- Well-informed of branch customer service practices and regulations