Requirements

• Academic: University Degree
  

Professional:

• Business, and Finance management training
  
• Leadership management
  
• Desired work experience:
  
• 4 years in Contact Centre operations in medium to large organization.
  
• 2 years in supervisory role
  
• Proven track record of consistently meeting customer expectations and exceeding set targets.
  
• Excellent Bank product knowledge
  

Financial 30%

• Manage the Front Office, Switchboard and Social Media units to ensure operational targets are achieved and aligned with the bank’s strategic objectives.
  
• Work with the Customer Experience Head to implement strategies that support the bank’s growth, customer acquisition and retention goals.
  
• Drive achievement of targets on new account openings and average funding balances through proactive customer engagement and product promotion.
  

Internal Controls, Processes & Procedures 20%

• Ensure all Service Level Agreements (SLAs) and service targets are achieved across Contact Centre channels.
  
• Maintain high customer satisfaction through continuous monitoring of service quality and feedback.
  
• Coordinate with internal departments to resolve escalated issues within the defined turnaround time.
  
• Ensure satisfactory internal and external audit ratings through compliance with policies and regulatory requirements.
  

Customer Experience 50%

• Monitor social media platforms and communication channels to ensure timely responses while protecting the bank’s reputation.
  
• Monitor service interruptions and communicate updates to customers when required.
  
• Oversee customer complaints management ensuring prompt resolution and escalation of complex issues.
  
• Ensure service levels delivered by agents meet defined standards and turnaround times.
  

Learning and Growth 10%

• Provide leadership through coaching and development of Team Leaders and Agents to enhance service delivery and engagement.
  
• Support training initiatives to maintain competence and improve team capability.
  
• Promote adherence to NCBA Bank Values and professional conduct.