Qualifications

• BSc
  

• MBA or advance degree equivalent in IT, business administration, or related field will be an added advantage
  

• Minimum 3 years of experience in a customer service role
  

• Oversee the activities of Transaction Banking Help Desk Team and provide direction and guidance in the execution of the unit’s functions.
  
• Responsible for developing strategies for excellent service delivery to both internal and external customers of the bank.
  
• Coordinate response to all internal and external enquiries related to transaction banking including RMs, all customers, and TB sales Team
  
• Ensure that all calls received on Help Desk, login incident types with description, resolution, and open and close dates/times are responded to.
  
• Escalate issues to relevant departments in the Bank and follow through to resolution
  
• Determines and coordinates procurement of work tools required by the customer service unit to function effectively.
  
• Prepare reports to Group Head Transaction Banking on Help Desk activities such as incident types and occurrence levels
  
• Responsible for the adequate training of staff to build competencies and skills sets required for the job.