Customer Service Manager at Summit Human Resource & Marketing Consultant

Key Duties & Responsibilities:

• Drive a customer centric culture by continuously engaging with the various teams and empower them to deliver top of class experiences to the customers.
• Position customer experience as a key lever to drive customer retention while embedding customer centricity.
• Constantly innovate to drive leading customer experiences to ensure that the Bank becomes a reputed leader in creating the best & most consistent customer experiences.
• Guide and support business process re-engineering and alignment to Customer Experience initiatives.
• Develop customer journey mapping capability and manage required improvements identified through customer journey maps to implementation.
• Own performance measurement and tracking of adherence to the defined customer service experience Service Level Agreements.
• Leverage on data analytics to understand customer behaviour while driving customer experience improvement initiatives.
• Support in service delivery automation and digitization to drive customer convenience through system implementation that include CRM, amongst others.
• Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.
• Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
• Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.
• Ensure compliance with the Bank’s policies, procedures and customer experience standards, ensuring necessary controls are in place and required audits and verification carried out.
• Ensuring Full compliance to customer related regulatory requirements including Customer Protection, Treating Customers Fairly, Data Protection and Anti Money Laundering laws.
• Maintain effective training programs within the bank to ensure customer experience within the bank is maintained at a high level standard.

Key Competencies and Attributes

• High level of integrity.
• Customer Journey Mapping and Process Re-engineering experience.
• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
• Ability to develop productive working relationships and achieve results with deadlines.
• Have excellent communication as well as interpersonal and public relations and interpersonal skills.
• Possess Strong analytical, interpretative, report writing and presentation skills.
• Sound IT proficiency and demonstrable exposure to a computerized working environment
• Ability to work within tight deadlines and pressure without compromising accuracy.
• Management & leadership of processes for continuous improvement of customer experience.
• Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
• Track record of using data to inform business decisions

Qualifications

• Bachelor’s degree in a relevant field.
• Experience in customer service in the financial services industry is a plus.
• Professional marketing/ Business Development qualifications.
• Have strong customer service orientation/experience.
• A minimum of 6 years’ relevant work experience 3 of which must have been in management in service industry.
• Strong credit analysis, documentation and relationship management skills
• Experience in structured trade finance, syndication and project financing will be an added advantage
• Ability to assess customer needs and recommend products that suits their needs
• Good people management skills
• Good written and spoken language skills
• Possess in-depth understanding and knowledge of Corporate Banking Products and services and extensive banking industry knowledge.
• Proven sales experience in a client relationship role within corporate banking
• Ability to work within deadlines with proven time management skills
• A good understanding of risk, credit policies and procedures