Key Responsibilities

• Develop and implement customer care strategies aligned with organizational objectives and service excellence standards.
• Supervise customer care operations and call centre activities to ensure efficient service delivery.
• Handle escalated customer complaints, service issues, and complex customer queries within agreed turnaround times.
• Monitor customer service performance metrics and prepare periodic service performance reports.
• Ensure proper management and escalation of customer issues logged through CRM systems.
• Coordinate with branch teams and internal departments to resolve customer concerns efficiently.
• Monitor service quality through random call reviews and customer feedback analysis.
• Ensure adherence to customer service standards, operational procedures, AML, and KYC requirements.
• Drive utilization and uptake of alternative banking channels including mobile banking, ATM cards, and digital services.
• Promote crossselling and relationship management initiatives to enhance customer retention and revenue growth.
• Guide and support branch customer service teams in achieving operational and customer satisfaction targets.
• Manage staffing schedules and resource allocation within the customer care and call centre function.
• Conduct staff coaching, performance reviews, mentorship, and customer service training programs.
• Support implementation of customer experience improvement initiatives and process optimization.
• Maintain effective collaboration with operations, business development, ICT, and support teams to improve service delivery.
• Monitor departmental compliance with internal controls, policies, and service level agreements.

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Commerce, Marketing, Customer Service, Banking, or a related field.
• Professional qualification in Customer Service, Relationship Management, Banking, or related discipline will be an added advantage.
• Minimum of 3 years’ supervisory experience in customer service operations with proven performance results.
• Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
• Experience in the same business is preferred.
• Strong understanding of customer relationship management and service operations.
• Knowledge of CRM systems, customer experience frameworks, and banking operations.
• Strong leadership, communication, negotiation, and people management skills.
• Ability to manage operational pressure and resolve customer issues effectively.
• Good understanding of AML, KYC, and banking operational procedures.

Key Competencies

• Customer experience and relationship management
• Call centre and service operations management
• Leadership and team supervision
• Complaint handling and issue resolution
• CRM and customer analytics management
• Communication and interpersonal skills
• Operational risk and compliance awareness
• Coaching and staff development

• Develop and implement customer care strategies aligned with organizational objectives and service excellence standards.
• Supervise customer care operations and call centre activities to ensure efficient service delivery.
• Handle escalated customer complaints, service issues, and complex customer queries within agreed turnaround times.
• Monitor customer service performance metrics and prepare periodic service performance reports.
• Ensure proper management and escalation of customer issues logged through CRM systems.
• Coordinate with branch teams and internal departments to resolve customer concerns efficiently.
• Monitor service quality through random call reviews and customer feedback analysis.
• Ensure adherence to customer service standards, operational procedures, AML, and KYC requirements.
• Drive utilization and uptake of alternative banking channels including mobile banking, ATM cards, and digital services.
• Promote crossselling and relationship management initiatives to enhance customer retention and revenue growth.
• Guide and support branch customer service teams in achieving operational and customer satisfaction targets.
• Manage staffing schedules and resource allocation within the customer care and call centre function.
• Conduct staff coaching, performance reviews, mentorship, and customer service training programs.
• Support implementation of customer experience improvement initiatives and process optimization.
• Maintain effective collaboration with operations, business development, ICT, and support teams to improve service delivery.
• Monitor departmental compliance with internal controls, policies, and service level agreements.

• Customer experience and relationship management
• Call centre and service operations management
• Leadership and team supervision
• Complaint handling and issue resolution
• CRM and customer analytics management
• Communication and interpersonal skills
• Operational risk and compliance awareness
• Coaching and staff development
• Analytical thinking and decision making
• Time management and organizational skills

• Bachelor’s Degree in Business Administration, Commerce, Marketing, Customer Service, Banking, or a related field.
• Professional qualification in Customer Service, Relationship Management, Banking, or related discipline will be an added advantage.
• Minimum of 3 years’ supervisory experience in customer service operations with proven performance results.
• Experience in banking, microfinance, SACCO, or financial services sector is highly preferred.
• Experience in the same business is preferred.
• Strong understanding of customer relationship management and service operations.
• Knowledge of CRM systems, customer experience frameworks, and banking operations.
• Strong leadership, communication, negotiation, and people management skills.
• Ability to manage operational pressure and resolve customer issues effectively.
• Good understanding of AML, KYC, and banking operational procedures.