Assistant Manager, Customer Service - Garissa

Key Responsibilities;

• Ensure Standard Level Agreements (SLA) are maintained within the Branch.
  
• Prompt confirmation and verification of all maintenances in the various bank systems so that system handover to ICT at end of day is done in good time.
  
• Managing efficient, timely and accurate processing of customer enquiries and complaints.
  
• Supervising and directing Front office operations to ensure quick turnaround time on service delivery.
  
• Ensure minimal errors in work Items processed through the document Management System (DMS).
  
• Management of the complaint register so that any complaints logged in are resolved promptly and closed in Service desk.
  
• Ensure cheque book and cards management are ordered and issued to the bonafide clients.
  
• Communicating and interacting with Customer service (CS) staff to ensure they understand their responsibilities and optimizing task performance while maintaining a high level of morale.
  
• Cross sale bank products and motivate the CS team to meet set targets
  
• Ensure proper KYC on all instructions received by the team to curb fraud.
  
• Call Back on all customer instructions processed by the team.
  
• Coordinating in-lobby infrastructure quality including cleanliness, availability of stationery, furniture maintenance, notices and posters.
  

Academic Qualifications;

• Bachelor’s Degree in Business, Banking or related field.
  

Work Experience Required;

• Over two (2) years’ relevant experience in a similar role in a similar sized organization.
  

Key Skills & Competencies Required;

• Planning & Organizational skills
  
• Analytical skills and attention to detail
  
• Strong oral and written communication skills
  
• Interpersonal skills to manage stakeholders at all levels
  
• Ethics and integrity.
  
• Excellent judgment and analytical abilities and impeccable integrity.
  
• Strong commercial awareness and an ability to connect to business goals.