Customer Service Manager at United Bank for Africa (UBA) Kenya

Job Objective

Ensure quality customer service delivery through the provision of efficient and effective branch operation, while ensuring conformity with the bank’s laid down procedures/processes and regulatory guidelines; Provide overall leadership/direction at the branch level and continually enhance team performance to delight customers through excellent banking hall touch point experience and manage operational risk issues that arise in daily activities at the branch level.

Roles & Responsibilities

• Ensure effective/efficient implementation of bank wide-policies with respect to branch operations.
• Supervise activities of operations of staff to ensure timely and efficient service delivery to customers
• Ensure proper documentation for all transactions and authorize transactions within approval limits. Ensure ABH is run at EOD.
• Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents.
• Ensure that branch ATMs are functional at all times and faults timeously escalated and resolved.
• Provide timely and accurate reports (institutional and regulatory) on Branch Operations prescribed formats and intervals.
• Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of bank branch assets.
• Perform other duties as assigned by the BCM/GH/DH-Ops.

Key Performance Indicators

• Customer Satisfaction levels (by number of customer complaints and customer satisfaction surveys)
• Process Cycle Time (TAT)
• Number of penalties arising from infraction of regulatory policies/reporting.
• Morale and Loyalty levels displayed by all staff
• Staff turnover rate
• Audit and Inspection Report ratings of branches.
• Operational loss level
• Adherence to Cash on Premises limits
• Number of policy breaches/regulatory infractions.
• Number/Value of Branch Frauds

Job Requirements

• First degree in any field from a recognized university.
• Preferably have a second degree or relevant professional certification (as an added advantage).
• Excellent banking knowledge with a minimum of Five (5) years relevant experience.
• Proficiency in Microsoft Office Suite.

Key Competency Requirements

• Good Knowledge and understanding of banking operations
• Good Products Knowledge
• Good understanding of Customer Services
• Good understanding of the operational, credit and regulatory risks facing the business
• Organization /Coordination skills
• Good interpersonal and communication Skills (oral and written)
• Strong Personality / Firm & Assertive
• Capacity to manage and absorb pressure
• Entrepreneurship/Taking Ownership
• Supervisory skills