We are seeking to recruit an experienced professional with the determination to deliver exceptional results in our Service Excellence Department for the mentioned role.<\/p>\n
The jobholer will lead the bank\u2019s customer service team to develop and implement service initiatives. H\/She will need to ensure that customer service strategy is implemented and performed. The role requires high focus on business and operational performance and a strong understanding of customer service models and quality standards<\/p>\n
The Customer Service Manager will also be required to deliver a world-class service across the business.<\/p>\n
Key Accountabilities<\/strong><\/p>\n \u2022\u00a0\u00a0 Lead in the design and implementation of customer service improvement initiatives across the business to drive standardized world class service delivery Qualification Required & Experience<\/strong><\/p>\n Essential (knowledge, experience and skills)<\/strong><\/p>\n \u2022\u00a0\u00a0 Customer Service Practitioner with proven record of success Location:<\/strong>\u00a0Accra<\/p>\n
\n\u2022\u00a0\u00a0 Champion the drive to embed service standards across the business to enhance service quality.
\n\u2022\u00a0\u00a0 Lead in service recovery by ensuring the functioning of a robust resolution process in line with our customer commitment as well as business guidelines
\n\u2022\u00a0\u00a0 Drive all service measurements and lead in the implementation of identified service gaps within agreed time frame
\n\u2022\u00a0\u00a0 Manage and drive all idenfied change \/ process improvement initiatives relating to customer service
\n\u2022\u00a0\u00a0 Provide technical support into all customer insight building process and work with business units to implement research outcomes
\n\u2022\u00a0\u00a0 Embed the principles and outcomes of Treating Customers Fairly across the business to create an enhanced service standards awareness
\n\u2022\u00a0\u00a0 Identify systems and processes, which create barriers to serving customers, and propose actions to improve\/eliminate these to enhance Service delivery for customers
\n\u2022\u00a0\u00a0 Understand and manage risk and risk events (incidents) encountered within role thereby contributing to the adherence of Group Risk and Control Framework<\/p>\n
\n\u2022\u00a0\u00a0 Proven leadership capabilities in a target orientated service environment alongside strong influencing skills. At least 5 years leadership experience in Customer Service role.
\n\u2022\u00a0\u00a0 Contact Centre management experience
\n\u2022\u00a0\u00a0 Good understanding of propositions, products and local market dynamics
\n\u2022\u00a0\u00a0 Awareness of regulatory requirements related to brands, trademarks, general communication etc.
\n\u2022\u00a0\u00a0 Experience of delivery customer communications or campaigns in the financial services industry
\n\u2022\u00a0\u00a0 Wider understanding of world-class in other industries
\n\u2022\u00a0\u00a0 A university degree or its equivalent in a related discpline. A second degree will be an added advantage
\n\u2022\u00a0\u00a0 Customer Service certification with a recognized body<\/p>\n