Key Responsibilities
Develop and implement customer care strategies aligned with organizational objectives and service excellence standards.
Supervise customer care operations and call centre activities to ensure efficient service delivery.
Handle escalated customer complaints, service issues, and complex customer queries within agreed turnaround times.
Monitor customer service performance metrics and prepare periodic service performance reports.
Ensure proper management and escalation of customer issues logged through CRM systems.
Coordinate with branch teams and internal departments to resolve customer concerns efficiently.
Monitor service quality through random call reviews and customer feedback analysis.
Ensure adherence to customer service standards, operational procedures, AML, and KYC requirements.
Drive utilization and uptake of alternative banking channels including mobile banking, ATM cards, and digital services.
Promote crossselling and relationship management initiatives to enhance customer retention and revenue growth.
Guide and support branch customer service teams in achieving operational and customer satisfaction targets.
Manage staffing schedules and resource allocation within the customer care and call centre function.
Conduct staff coaching, performance reviews, mentorship, and customer service training programs.
Support implementation of customer experience improvement initiatives and process optimization.
Maintain effective collaboration with operations, business development, ICT, and support teams to improve service delivery.
Monitor departmental compliance with internal controls, policies, and service level agreements.
Qualifications & Requirements
Bachelor's Degree in Business Administration, Commerce, Marketing, Customer Service, Banking, or a related field.
Professional qualification in Customer Service, Relationship Management, Banking, or related discipline will be an added advantage.
Minimum of 3 years' supervisory experience in customer service operations with proven performance results.
Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
Experience in the same business is preferred.
Strong understanding of customer relationship management and service operations.
Knowledge of CRM systems, customer experience frameworks, and banking operations.
Strong leadership, communication, negotiation, and people management skills.
Ability to manage operational pressure and resolve customer issues effectively.
Good understanding of AML, KYC, and banking operational procedures.
Key Competencies
Customer experience and relationship management
Call centre and service operations management
Leadership and team supervision
Complaint handling and issue resolution
CRM and customer analytics management
Communication and interpersonal skills
Operational risk and compliance awareness
Coaching and staff development
Analytical thinking and decision making
Time management and organizational skills