Customer Services

• Open and review customer account opening documents for completeness and recommend approval.
• Promptly attend to customer complaints, correspondences and enquiries to foster good customer / bank relationship.
• Enlighten customers on different products and services of the bank.
• Receive, process customer requests for cheque books and forward Visa applications to appropriate unit
• Receive and process customer requests for foreign exchange transactions, standing orders, E-banking services such as Gens, internet banking, GAPS, statement by email etc.
• Provide units/ branches with customer related information.
• Monitor and review status of customer’s accounts and follow up with regularization of these accounts. (E.g. customer account update on BASIS etc).
• Maintaining and resolving accounts with documentation lapses. (Deferral Notification).
• Assisting customers in filling treasury bills, fixed deposit forms, and forwarding it to the processing unit.
• Develop and nurture strategic relationship with the customers to ensure that strategic and business objectives of the bank are achieved.
• Promptly attend to customer’s complaint, correspondences and enquiries to foster good customer/ bank relationship.
• Ensure that good relationships are maintained with existing customers and help to formulate strategies to continually develop, penetrate new markets and establish relationship with new customers.
• Follow up on processing of Customers’ request with other units of the bank.
• Contribute to the achievement of the Bank's Quality Objectives and improve upon the Quality Management Systems applicable to the Role.

ReportingRelationships:jobsthatreporttothispositiondirectly

Direct Reports

• Manager Customer Information Services

ReportingRelationships:jobsthatreporttothispositionindirectly

Indirect Reports

• Customer Information Services Officers

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• Business units – Corporate Banking, SME Banking, Retail Banking, PSG/NGO and Business Banking.
• Product Development team
• Transaction Services
• E-business
• Board Committees
• Internal Auditors
• Human Resources
• Risk Management
• Legal
• Compliance
• IT

External

• External Auditors
• BoU
• Competitors
• Regulators

IdealJobSpecifications

Academic qualifications:

• Relevant Degree from a recognized University.
• Professional Qualification in service shall be an added advantage.

Professionaltraining:

• Customer Service/Experience Training

Desiredworkexperience:

• A minimum of proven 10 years’ experience, with at least five (5) years in middle level management in Customer Service/Experience.

IdealJobSpecifications

• Strong banking knowledge and comprehensive technical customer service and relationship management skills
• Experience of managing teams across the functions outlined under the key accountabilities
• Legal, Regulatory, Compliance proficiency in supervising and managing legal/regulatory documentation as appropriate

Technical Competencies

Communication

• Ability to present complex analytical concepts to all levels of the business

• Good presentation and report writing skills

• Strong written and oral communication abilities

Analytical

• Ability to solve problems that have a business wide impact focusing on integrating disparate information sources and committing to strategic action based on various scenarios.
• Ability to draw out key messages and see patterns to identify future trends.
• Apply logic & knowledge to make informed decisions.

Quality Orientation

• Attention to detail

• Shows awareness of goals and quality standards. Follows through to ensure that quality and productivity standards are met.

Customer Engagement (internal & external)

• Anticipates the internal customer’s needs and devises innovative ways to address them.

• Makes informed decisions, solves problems and/or generate new ideas/solutions.

BehaviouralCompetencies

Leadership

• Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given periods. Is reliable and works collaboratively.
• Adheres to the Bank’s policies and delivers to set objectives. Has high moral intelligence.
• Delivers results and has significant impact on an organization through the stake holders
• Provides vision – ability to translate organization vision into a team vision
• Coaches & mentors team – knowledge of the individual team members’ strengths & weaknesses and ability to effectively utilize team members to complement & support each other. Active feedback to team members & stakeholders
• Issue & conflict resolution – ability to identify key issues & problems and pick the best choice among alternatives. Ability to make timely decisions and to take action reflective of business objectives.

DecisionMaking

• Thinks systematically, regarding business as a whole consisting of interdependent and interactive parts. Able to detect trends in relation to governance and cause effect relationships, remaining aware of the implications which decisions have on the bank/department as a whole.
• Has a sense of urgency about solving problems and takes appropriate and timely decisions

Problem Solving

• Problem solving style – Identifies, clarifies/defines and works through challenges towards defined outcome
• Solves problems that have a business wide impact focusing on disparate information sources and committing to strategic action based on various scenarios.

Resilient

• Sustains interest and effort and perseveres to accomplish a task or goal despite any obstacles and setbacks

Accountable

• Focuses on results and achieving personal work objectives. Able to develop tasks and work processes for desired outcomes. Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost- effective manner.