Senior Corporate Services Manager at KCB Bank Kenya

Main Duties & Responsibilities: -

• Implement the Corporate customer, Journey.
• Provide quality and excellent corporate customer service within set TAT and in line with the set SLA an ensure 100% due diligence to mitigate frauds, forgeries, and operational losses.
• Identify and develop customer service strategic opportunities for corporate business.
• Closely monitor any service lapses/ disruptions and promptly engage the relevant support unit, customers, or CRM to fast track and to ensure resolution within TAT.
• Liaise and work closely with Relationship managers and Business Heads on customer service improvement efforts.
• Champion delivery of consistent, seamless, and trusted customer experience within corporate to ensure customer retention and loyalty.
• Ensure compliance to the Bank’s policies, procedures as per the SOPOs and regulatory requirements.
• Continuously monitor and suggest improvements on existing SLA’s and suggest remedial actions on lapses, ensure response to customer complaints is within agreed TAT.
• Fastrack and ensure closure of customer service gaps identified in Audit reports.
• Market for new business lines & / or increase wallet share and refer the same to CRM for relationship management, Cross selling of corporate and all bank services and products as per agreed in the annual target.
• Coordinate and implement recognition programs and service awareness campaigns / training to promote corporate service excellence in branches and within corporate business.
• Lead, Develop and Direct the Corporate Service Team to deliver the department’s financial and non-financial performance targets.
• Responsible for the recruitment, development and retention of relevant skills and resources to meet the business needs.
• Responsible for performance management of the team – Monitor and manage the performance and development of staff within Business Enablement Unit. This includes regular one-on-one feedback sessions, coaching, conducting mid-year and final performance appraisals, as well as moderation.
• Evaluate and manage direct subordinates’ performance in a fair and consistent manner to achieve high standards of competence, motivation, and service orientation.
• Create an environment in which learning, and development are valued and pursued.
• Co-create a harmonious working environment with the team to enhance staff engagement.
• Ensure that disciplinary action and grievances are addressed and aligned to the KCB Group policies and procedures.

Academic & Professional Qualification: -

Essential

• Bachelor’s Degree – Business related or any other field.

Desirable

• Master’s degree in a relevant field from a recognized institution is an added advantage.
• Postgraduate and or Banking qualifications will be an added advantage.
• Professional qualifications in Banking Operations will be an added advantage.

Work Experience & Skills: -

Essential

• Minimum six (6) years’ Banking experience in the Financial / Banking sector, three (3) of which should be in Customer Service or Operations
• Attention to detail and excellent research, analytical, and problem-solving skills.
• Integrity & courage to challenge actions within various business units and status quo.
• Strong Leadership Skills.
• Strong persuasion, management, and communication skills.
• Strong Organizational Skills.
• Excellent stakeholder management Skills
• Create approach, with the ability to anticipate challenges and develop innovative solutions.

Desirable

• Prior experience of dealing with customers.
• High degree of interpersonal skills when dealing with a range of people and situations.
• Excellent in Microsoft Excel Skills.
• Negotiation and Influencing skills.
• Planning and personal organizational skills.
• Emotional Intelligence Skills.