Vacancy Details

Qualification

Bachelor Degree in a business related field e.g. Marketing Management, Accounting, Management, Economics, Business Administration,Information Technology or any other equivalent fields

Experience

Minimum of six (6) years relevant experience

Job Summary

Customer Service Manager is responsible for leading and managing all customer service functions within the Branch. This includes direct oversight of Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checkers), ensuring operational excellence and the consistent delivery of high service standards to achieve elevated customer satisfaction levels, in support of the Bank’s growth.

Functional/Technical Competencies

Business development: Ability to identify and pursue new business opportunities, build and maintain relationships with stakeholders, and drive sales growth and revenue through PESTEL and other environmental analysis tools.
Credit/financing analysis: Ability to evaluate credit applications, assess borrower creditworthiness, and structure financing solutions that balance risk and return, while adhering to credit policies and procedures.
Relationship management: Ability to build and maintain strong relationship with customers to ensure their satisfaction and loyalty.
Customer data analysis and interpretation: Ability to collect, analyze and interpret data related to customer behavior, preference, trend… and consult customers on their business for cross-selling and upselling.
Branch operations management: Ability to manage the day-to-day activities of a branch, ensuring efficient and effective operations, customer satisfaction, and financial performance. i.e. collection, payment, account opening, cash management
Banking business acumen: Understanding and applying knowledge of business operations, financials, and strategy to make informed decisions.

Leadership Competencies

Result driven: ability and commitment to achieve tangible outcomes and deliver measurable results that contribute to the organization’s success
Coaching: ability to facilitate the growth, development, and performance improvement of team members through effective guidance, feedback, and support.
Customer insight: ability to understand and anticipate the needs, preferences, and behaviours of customers to drive business success. foster collaborations, and maintain partnerships with stakeholders to achieve common goals.
Partnership engagement: ability to effectively build and maintain partnerships with various stakeholders to achieve shared goals.
Service excellence mind-set: Deep commitment to deliver exceptional customer experiences and fostering a culture of service excellence.
Risk management: Ability of leaders to identify, assess, and mitigate potential risks that could impact their organization’s objectives or operations
Digital savviness: Ability of leaders to effectively leverage digital technologies and tools to drive innovation, efficiency, and growth within the Bank.
Emotional intelligence (EI): ability of leaders to understand, manage, and leverage emotions both their own and those of others in order to effectively influence and inspire others.
Decisiveness: ability to prioritize and effectively allocate resources and make investments decision to enhance accessibility and build organizational capabilities (people, process and technology)

Behavioral Competencies

Collaboration: Encompasses a range of behaviors, including effective communication, teamwork, dependability, and engagement
Team Work: Collaborating and communicating in a way that allows team members to share their strengths and expertise and to support each other in achieving their goals.
Engagement: Active dedication and involvement from individuals or teams in collaborative endeavors, projects, initiatives, the Bank’s platform, culture, CSR initiatives, training programs, and, most importantly, the organization’s mission, vision, and values.
Communication: Clear and successful exchange of information and ideas between individuals, ensuring a shared understanding.
Adaptability: Ability to adapt to change without disrupting operations and the ability to adjust to new situations and circumstances.
Continuous Improvement: Commitment to always finding ways to do things better.
Agility: Ability to move quickly and easily.
Responsiveness: Ability to adapt to change and meet new demands quickly.
Customer Centricity: Understand customers’ needs and meet or seek to exceed their expectations by building long term relationships, adopting data-driven decision making, and engaging in continuously improving processes and methods.
Relationship: Demonstrate readiness to collaborate, and build sustainable relationship with stakeholders.
Empathy: Understand and share the feelings, perspectives and experiences of customers.
Data driven; Consistently utilizing data to drive work and make informed decisions.
Respect: is the glue that holds teams, organizations, customers together.
Professionalism: Conducting oneself with competence, integrity, and respect in a work setting.
Inclusivity: Embracing diversity, respecting unique identities, and fostering belonging.
Genuineness: Being authentic, sincere, and transparent in interactions, respecting the truth and authenticity.

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