Job Purpose Statement

To manage all contact centre services through providing first contact services to deliver an overall end-to-end experience to CIB customers. In addition, to develop service quality standards in order to cater for inbound and outbound models and serve various business lines and segments, and to lead process improvement initiatives and provision of customer-centric support in order to maintain high customer satisfaction and support decision-making with the required information and analysis.

Key Accountabilities

Contact Centre Management

Identify and evaluate processing systems, define user requirements, establish technical specifications for productivity, quality, and customer service standards to ensure effective and standard service provision.

Manage the day-to-day activities, call trends, and performance indicators of the Contact Centre to ensure smooth workflow of operations.

Establish First Call Resolution (FCR) service delegation at the back end to cover Social Media interactions, inquiries, complaints, and requests to provide customers with outstanding service.

Monitor and analyse performance metrics reports to provide constructive feedback, maintain high service levels, and generate productivity efficiency.

Utilize sound judgment in escalating organizational concerns to Senior Management to support decision-making.

Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices.

Handle challenging customer complaints or inquiries and ensure customer requests are implemented as per the set Turnaround Time (TAT) to maintain high levels of customer satisfaction.

Roll out cross-functional projects for process improvement and quality enhancement.

Conduct periodic forecasting and analysis of call trends to ensure adequate capacity is availed across the hour.

Offload calls to digital channels to increase optimization and reduce cost/headcount.

Work closely with different business stakeholders to ensure alignment on different processes/products.

Manage and support the business expansion plan, troubleshooting, and project enhancement in coordination with all stakeholders/parties.

Reception and mailbag handling for the entire bank.

Strategy

Participate in the formulation and implementation of the Contact Centre strategy to ensure alignment with CIB strategy.

Policies, Processes, and Procedures

Participate and recommend improvements to policies, processes, and procedures and manage their implementation to ensure all relevant procedural/legislative requirements are fulfilled.

Day-to-Day Management

Supervise the day-to-day operations of the Contact Centre, providing guidance in related areas, encouraging teamwork, and facilitating professional work processes to achieve high performance standards

People Management

Supervise the contact centre activities and work of subordinates to ensure all work within a specific area is carried out efficiently and in compliance with the set policies, processes, and procedures.

Compliance

Ensure compliance and control functions with all relevant CBK regulations, banking laws, AML regulations, and internal CIB policies and code of conduct to maintain CIB’s sound legal position and mitigate potential risks.

Job Specification

Professional Qualifications & Experience

Bachelor’s degree in Commerce, Business Administration, Accounting, or its equivalent.

Minimum of 5 years of experience in customer service and call centre management.

Personal Attributes & Skills

Excellent command of English and Kiswahili languages

Leadership and management skills

Customer orientation skills

Planning and organizing skills

Analytical Skills

Communication skills

• Identify and evaluate processing systems, define user requirements, establish technical specifications for productivity, quality, and customer service standards to ensure effective and standard service provision.
• Manage the day-to-day activities, call trends, and performance indicators of the Contact Centre to ensure smooth workflow of operations.
• Establish First Call Resolution (FCR) service delegation at the back end to cover Social Media interactions, inquiries, complaints, and requests to provide customers with outstanding service.
• Monitor and analyse performance metrics reports to provide constructive feedback, maintain high service levels, and generate productivity efficiency.
• Utilize sound judgment in escalating organizational concerns to Senior Management to support decision-making.
• Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices.
• Handle challenging customer complaints or inquiries and ensure customer requests are implemented as per the set Turnaround Time (TAT) to maintain high levels of customer satisfaction.
• Roll out cross-functional projects for process improvement and quality enhancement.
• Conduct periodic forecasting and analysis of call trends to ensure adequate capacity is availed across the hour.
• Offload calls to digital channels to increase optimization and reduce cost/headcount.
• Work closely with different business stakeholders to ensure alignment on different processes/products.
• Manage and support the business expansion plan, troubleshooting, and project enhancement in coordination with all stakeholders/parties.
• Reception and mailbag handling for the entire bank.
• Participate in the formulation and implementation of the Contact Centre strategy to ensure alignment with CIB strategy.
• Participate and recommend improvements to policies, processes, and procedures and manage their implementation to ensure all relevant procedural/legislative requirements are fulfilled.
• Supervise the day-to-day operations of the Contact Centre, providing guidance in related areas, encouraging teamwork, and facilitating professional work processes to achieve high performance standards
• Supervise the contact centre activities and work of subordinates to ensure all work within a specific area is carried out efficiently and in compliance with the set policies, processes, and procedures.
• Ensure compliance and control functions with all relevant CBK regulations, banking laws, AML regulations, and internal CIB policies and code of conduct to maintain CIB’s sound legal position and mitigate potential risks.

• Excellent command of English and Kiswahili languages
• Leadership and management skills
• Customer orientation skills
• Planning and organizing skills
• Analytical Skills
• Communication skills

• Bachelor’s degree in Commerce, Business Administration, Accounting, or its equivalent.
• Minimum of 5 years of experience in customer service and call centre management.