Vacancy Number: DB_EX/AD/010/25
Vacancy Posting End Date:15/03/2025

Job Summary

• The Customer Service Manager I will support the Branch Manager in coordinating all activities of Customer Service Officers (Maker/Checkers) and Senior Customer Service Officer (Cash/Accounts) within the Branch and ensure operational excellence to deliver exemplary services for high customer satisfaction levels, supporting the Bank’s growth.

Academic and Professional Qualifications

• Bachelor degree in a business related field e.g. accounting, management, economics, business administration

Experience

• Minimum of Six (6) years of banking experience

Technical Competencies

• Understands the basic mechanisms of general financial products and services.
• Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes.
• Good knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ability to respond to basic client enquiries and instructions and the capability of advising and resolving most issues and requests.
• Project management skills.

Behavioral Competencies

• Strong leadership and skills to foster teamwork; develop and motivate staff, resolve conflicts as well as ability to provide direction in order to achieve organisational objectives.
• Ability to lead, influence and drive change initiatives in support of business strategies within the branch.
• Strong business acumen.
• Strong communication and presentation skills including ability to develop proposals, concept papers, position papers, etc.
• Strong interpersonal skills and ability to relate with and manage multi-cultural teams.
• Strong expertise in strategic management project planning and budgeting, resource management, implementation as well as monitoring and evaluation.
• Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.
• Strategic thinking and problem-solving skills.
• Analytical and creative thinking skills.
• Strong persuasion and negotiation skills.
• Good customer relationship management skills (internal and external customers)
• Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.
• Effective stakeholder management.