Regional Customer Service Manager at Equity Bank Kenya

Job Purpose

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 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 and brand image. 

Job Responsibilities/ Accountabilities:

• Review Service Levels at various workstations in the branch and advise on improvements.
• Work with branches in the region to address and resolve complaints raised through various channels.
• Work with the branch team to resolve complaints raised by customers through various channels.
• Work with the branches to identify root cause of service issues.
• Resolving root cause issues affecting service.
• Identify service challenges/issues for escalation to relevant parties and follow up to closure.
• Prepare branch thematic training content as directed from time to time.
• Prepare training of trainer material for training topics assigned.
• Carry out regular training in the branch; thematic skills training and any other relevant training should the need arise.
• Follow up with the branches to ensure regular training on products and institutional knowledge is carried out..
• Periodic region-wise training of Customer Service champions to deliver and maintain service at the expected levels.
• Work with the branch team to maintain the brand and image of the Bank in the branches.
• Train branch staff on professionalism especially customer handling as well as maintain the bank’s corporate image. This will involve observation, and engagement. 
• Analyze Customer Service reports to identify gaps in service, develop and work with branch management to implement solutions to cover the gaps.
• Carry out CSAT exercises to measure level of service in the branches.
• Attend BCC meetings in branches visited to give and receive feedback and get a feel of the credit process at branch.
• Engage customers within the branch during branch visit and also call on customers at their premises to get a feel of service.
• Review customer satisfaction rating (minimum 95%) and work with the branch to improve the customer satisfaction levels.
• Review branch Customer Service reports and work with the branches on issues of concern. From the review, engage staff and branch management on issues outstanding/unresolved in a bid to close them.
• Review TAT and customer experience at all service points in a branch.
• Spearhead peer review in the respective region. Support branches to ensure that they comply with set Bank standards in Customer Service.
• Follow up with the branches on E-Learning uptake.
• Work with the branch teams to ensure closure of issues raised during Compliance appraisal and audit.
• Mentor, coach and develop customer service officers/supervisors/managers and nurture an environment where they can excel.

Essential Knowledge

• Excellent understanding of the bank’s products, policies and procedures.
• Excellent knowledge of CBK prudential guideline covering consumer protection
• Expert knowledge; exhibits an exceptional degree of professionalism, integrity, creativity, teamwork and good relations with both external and internal customers. Exhibits resourcefulness.

Key Critical Competencies

• Excellent customer awareness & focus
• Excellent training skills (with TOT skills)
• Strong analytical skills and problem-solving skills.
• Excellent planning skills
• High personal standards, goal oriented and with personal initiative
• Excellent interpersonal skills
• Strong communication and presentation skills
• Strong coaching skills

Qualifications 

• University degree or equivalent with minimum 5 years’ experience in the bank, 3 of which must have been as a Customer Service Supervisor at branch.
• Working knowledge of Microsoft Excel, Word and Power Point.
• Appreciation of adult learning principles and learning styles