Qualification

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

Experience

• Minimum of Six (6) years of banking experience

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.

Required 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.
• Required Technical Competency
  • 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.