Job Purpose
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Responsible for formulating, implementing, and monitoring the Bank\u2019s overall Customer Service Delivery strategy with the aim of ensuring service delivery at all customer contact points is seamless and in line with the Bank\u2019s Standards and Turnaround Time.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Responsible for understanding customer expectations and needs, and outlining quality standards, and work together with product houses and operations to develop seamless processes that have customer in mind.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Champion customer experience initiatives within the bank, advocating for the importance of customer-centricity and ensuring that the customer voice is heard at all levels.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Custodial of bank\u2019s complaints handling, and ensure all complaints channelled via CEO or Heads of departments offices are adequately addressed and filed.
\nKey Responsibilities\/Tasks
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Develop and implement the bank\u2019s customer service strategy, ensuring that it aligns with the bank\u2019s overall goals and objectives.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Establish and maintain a customer-centric culture throughout the bank, ensuring that all employees understand the importance of customer experience and are committed to delivering excellent service.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Establish and monitor customer service metrics, such as customer satisfaction, net promoter score, and customer effort score, and use the data to identify trends and opportunities for improvement.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Secretary to the management committee on Customer Service, who will be responsible for organizing Customer Services meetings, recording minutes, and following up on action points discussed during the meetings to ensure timely completion and closure.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Evaluating and assessing processes to ensure that they are meeting the required standards and align with customer expectations.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Train, lead and develop a team of call centre and customer service professionals, providing coaching and guidance to ensure that they have the necessary skills and resources to succeed.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Setting up of the customer service standards manual, maintaining and upgrading the contents and dissemination to customer service delivery points.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Responsible for measuring and monitoring customer service standards through various methods, including customer feedback surveys, branch visits, audits, mystery shopping, and other relevant techniques.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Develop and manage the customer service budget, ensuring that resources are allocated effectively and efficiently.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Keep up to date with industry trends, best practices, and emerging technologies related to customer experience, and use this knowledge to inform the bank\u2019s strategy.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ensuring all the customer Complaints Regulatory requirements are adhered to including but not limited to Regulatory quarterly reporting.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Constant follow-up on service issues and ensuring feedback is provided to stakeholders on the results of formal customer service surveys conducted through external vendors and internal programs.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Perform surprise checks on all service delivery points and conduct mystery shops
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Formulate strategy to improve bank\u2019s service delivery to customers.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Collaborate with cross-functional teams, including product development, marketing, and operations, to ensure that the customer experience is integrated into all aspects of the bank\u2019s business.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Develop and maintain relationships with key customers, partners, and stakeholders, ensuring that their needs are met and that they are satisfied with the company\u2019s products and services
\nRisk Management:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Develop, update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting relating to quality assurance function.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ensure effective adoption and utilization of risk management tools.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Drive remediation of risk management exceptions identified during audit or risk reviews
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Promote risk management culture
\nAudit & Compliance
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Attend to audit queries related to service issues
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ensure that business practices are compliant to relevant banking laws and regulations, systems and procedures without impacting customer experience
\nReporting:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ensure all regulatory reports are done accurately and timely.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ensure timely submission of reports such as complaints and feedback, internal surveys, mystery shopping, operational processes and customer journey.
\nAdministration:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Liaise with respective departments in the bank for efficiency and effective ways of supporting customers
\nSkills, Knowledge, and Abilities
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Strong attention to detail and organizational skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Knowledge of the banking regulatory environment of Tanzania<\/p>\n
\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Strong analytical and problem-solving skills, with the ability to analyze data and identify trends and opportunities for improvement
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and other stakeholders.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Knowledge of customer experience best practices, tools, and technologies, including customer journey mapping, customer feedback systems, and customer analytics within a banking environment
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Knowledge of banking products and services, including lending, deposit, and wealth management
\nAcademic \/ Professional Qualifications
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Bachelor\u2019s degree in business administration, Accounting \/ Finance, or other related field
\nWorking Experience Required
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0A minimum of 3 years of similar role working experience
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