KCB Bank Group renowned for its diversity and growth across the Region is seeking to strengthen the Customer Service and Change Support Services.
To this end, the following challenging positions have arisen and interested candidates with the requisite competencies and qualifications highlighted below are encouraged to apply.
Service Change Support Managers
RB 08/2011
Based at the Contact Centre and reporting to Service Change Manager, these positions will be responsible for driving customer centric initiatives in processes and systems in liaison with BSR and IT in order to achieve world class Customer Service.
To this end, the following challenging positions have arisen and interested candidates with the requisite competencies and qualifications highlighted below are encouraged to apply.
Service Change Support Managers
RB 08/2011
Based at the Contact Centre and reporting to Service Change Manager, these positions will be responsible for driving customer centric initiatives in processes and systems in liaison with BSR and IT in order to achieve world class Customer Service.
- Identify System Requirements for improved Customer Service
- Liaise with various business units to develop and support online service interaction systems e.g. Internet banking, web chat, social networks, Customer Blogs etc.
- Provide Functional Administration for all Customer Facing systems e.g. CIC for Contact centre and CRM for all frontline staff.
- Develop business continuity plans for seamless service during disruptions especially with CRM.
- Assist Service Change Manager in Project Management.
- Document efficient and effective processes / service level agreements for all customer service and contact centre work streams and channels in liaison with BSR
- Work with key stakeholders across the group to ensure compliance and service delivery objectives standards are achieved.
- Coordinate product campaigns and customer service awareness initiatives.
- Liaise with IT to ensure availability and up time of all customer facing systems.
- Vendor management on service expectations for all customer service systems.
Qualifications and Experience
For the above position, the successful applicant should have: -
For the above position, the successful applicant should have: -
- A University Degree in a Business related field.
- Minimum 1 year General Banking Experience
- Minimum of 3 years Project Management & Business Process Re-engineering
Experience.
- Sound Knowledge of Customer Relationship Management systems
- Strong IT Skills
Key Competencies and Attributes
For the above position, successful applicants should have the following attributes.
For the above position, successful applicants should have the following attributes.
- Strong leadership skills.
- Be self driven with a bias for action
- High level of resilience
- Have the ability to work on multiple projects
- Excellent planning, organizing, problem solving and analytical skills.
- Excellent communication and negotiation Skills
- Proficiency in MS Visio and MS Project.
Interested individuals who clearly demonstrate the ability to meet the criteria given above should send their applications noting to include their current position, remuneration level and email and telephone contacts to recruitment@kcb.co.ke noting to quote the job reference number on the email subject field.
To be considered, your applications should be received by 29th March 2011.
Only Shortlisted Candidates will be contacted.
KCB is an equal opportunity employer
You can also visit www.kenyanvacancies.com for more jobs
