NCBA Group Regional Customer Service Manager Jobs in Kenya

NCBA Group Regional Customer Service Manager Jobs in Kenya

Job Purpose Statement

The Regional Customer Service Manager will support the business to achieve its customer service goals and objectives by working closely with branches assigned to him/her. The Manager will also monitor and evaluate service and is responsible for ensuring that regular soft skills trainings, coaching, mentoring are carried out across the branch network.

Works closely with the branch leadership to identify gaps in service standards and have the gaps closed.

Work together with the branch leadership, support in areas of service such as Customer Satisfaction ratings, complaint resolution, compliance, implementing Group and Retail customer experience agenda in the branch network and brand image.

Overall management of customer service in the respective region to drive Net Promoter Score
to world class standards in making retail business distinguished for exceptional customer
experience.

Key Accountabilities (Duties and Responsibilities)

Customer

Works with branches to analyse, understand, investigate and resolve issues/complaints with varying degree of complexity escalated through various channels within the region.

Identify service challenges/issues for escalation to relevant parties and follow up to closure.

Review Service Levels at various workstations in the branch and advise on improvements.

Proactively engage customers within the branch during branch visits, make outbound calls to obtain information on a feel of service and resolve complex queries thus improving speed of resolution.

Analysing Complaints to establish root cause and thematic areas in liaison with the business team leaders proposing process, system and people changes to avoid recurrence of complaints.

Collaborate with colleagues to enable the delivery of a seamless customer experience and ensure fair outcome for our customers

Analyse Customer Service reports (NPS, SLA) to identify gaps in service, develop and work with branch management to implement solutions to cover the gaps.

Prepare branch thematic training content as directed from time to time

Participate in training other colleagues including frontline and support teams on complaints management, professionalism especially in customer handling as well as maintain the bank’s corporate image. This will involve observation, and engagement.

Periodic region-wise training

of Customer Service champions to deliver and maintain service at the expected levels.

Maintain and enhance communications with the Branch managers, Relationship Managers and customers to facilitate the flow of information and foster co-operation.

Support branches to ensure that they comply with set Bank standards in Customer Service.

Follow up with the branches to ensure regular training on products and institutional knowledge is carried out.

Mentor, coach and develop customer service
officers/supervisors/managers and nurture an environment where they can excel.

Internal processes

Coordinate and participate in process improvement discussions to solve for thematic issues.

Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies to drive customer satisfaction.

Financial & New Business growth

Ensure that there is no revenue leakage due to service breakdowns by enforcing service guarantees within the region

Ensure effective management of Client service
departmental costs within the region. (Training,
consumables, utilities etc.)

People, Learning and growth

Ensure CX induction of new staff in the region.

Run with service motivation initiatives with the CX igniters

Recommending and reinforcing accountability on service lapses.

Schedule and train on customer service internal and external trainings for the Region.

Ideal Job Specifications

Academic Qualifications:

Bachelor's Degree in social sciences or a business related field

Professional Qualifications:

AKIB training , will be an added advantage

Cashiering and Vault management training

Customer Experience training

Work Experience:

Minimum of 5-8years working experience in branch service, operations or Relationship Management

How to Apply

For more information and job application details, see; NCBA Group Regional Customer Service Manager Jobs in Kenya

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